Superstar Customer Service

Affirm yourself. In other words, intentionally choose to believe positive things about yourself. After you’ve thought of them, write them down and reflect on them regularly.
2. Learn from mistakes, but don’t linger on them. When you fail or fall short, reflect on your shortcomings only long enough to learn from them. Then move on. After a mistake, the majority of your mental work should be devoted to picking out the positive, building on it, and applying it again and again.
3. Maintain perspective. Belief builds upon belief. It takes hundreds of minor movements to make it up a mountain, in the same way that it takes several small steps to achieve success. So, be patient with yourself as you attempt to alter your attitude. It’s all about perspective; the way you looked at something yesterday might not be worlds away from your approach today, but as long as you have a different angle, you’re making progress.
4. Keep learning. If we aren’t learning and growing, we are decaying and dying. As you increase your learning in life, you increase your earning. Your efforts with this book are a great place to start. Keep at it and apply the information.

He acted in an emergency, summoned his body’s reserve potential, and lifted the pipe. He felt a high and was able to do remarkable things!1 Everyone can tap these reserves and fulfill their full potential; you just need to work at it.
The Problem

Total Competency:

19. Communicate in a clear, understandable, and respectful manner.

20. Translate complex information into messages that are understandable for each customer.

21. Communicate in an empathetic manner, especially when expressing “bad news.”
Total Competency:

22. Quickly get to “the heart of the matter” when diagnosing customer problems.

23. Separate irrelevant information from information central to diagnosis and resolution.

24. Carefully monitor your impact on your customer to maintain an open environment.
Total Competency:

25. See the difference between “symptoms” of complex problems and the root causes.

26. See obstacles that must be removed to achieve the customer’s desired outcomes.

27. Avoid “shooting in the dark” on solutions that may cause additional problems.
Total Competency:

28. Offer appropriate reality-based information to help customers decide to invest in available solutions or not, based on their criteria.

29. Avoid getting ahead of the customer and generating anxiety or frustration when they must decide.

30. Follow the customer’s wishes even when there is another choice you would prefer.
Total Competency: