Positive Attitude & Call Center Performance

Instructor: Beth Hendricks

Beth holds a master's degree in integrated marketing communications, and has worked in journalism and marketing throughout her career.

A positive attitude in the call center workplace is a win-win-win for employees, customers and the business. In this lesson, you'll learn more about the importance and impact of a positive attitude.

Positive Power

You've had a bad morning. You slept through your alarm, the hot water tank broke so you had to take a cold shower, and your kids wouldn't stop fighting. Add in a congested commute and spilling your coffee all over your shirt and the interior of your car, and it's spells a recipe for disaster for the remainder of your day.

Check your frustrations at the door before interacting with customers in a call center.
positive, attitude, performance, call, center, frustration, bad, day

The unfortunate thing, if you're working in a call center, is that you can't just hide in your office and wait for your frustrations and aggravations to clear. More than likely, you're jumping out of your car and onto a call, where the person on the other end of the line may be having just as bad a day - or even worse.

How you approach your job - specifically, your attitude when dealing with callers - can make a huge difference in everything from cooperation to customer loyalty. Let's take a closer look.

The Importance of Attitude

Have you ever been around someone who was just in a funk? Their attitude was so bad that it put you in a bad mood? Staying positive while you're at work and on calls is critical to your success and the success of your organization.

Approach a caller with a bad attitude and you're likely to send them running for the hills, right into the arms of your competitors. However, if you approach every call with a positive attitude, you'll find consumers becoming more responsive, more cooperative and, ultimately, more loyal to your company.

Imagine this scenario: You accept a call and the customer on the other end of the line is angry and frustrated over being billed twice for a monthly subscription. Rather than stoop to their level, a positive attitude can help you navigate to a solution for the customer's problem, elevating their own attitude and building a loyal follower.

Yes, it's true: Your own positive attitude can turn the tables on a difficult caller, creating a substantial impact on everything from the caller's willingness to cooperate (because they have confidence you'll solve their problem) to their opinion of your business. A positive attitude can even calm the dialogue between the caller and the representative.

The Impact of Attitude

Think about attitude this way: What impact did your kids' bad attitudes while fighting with each other have on you this morning? It probably made you feel overwhelmed, agitated and frustrated, right? Your own attitude can have a similar effect on the person at the other end of the line.

Vowing to maintain a positive attitude in any type of call encounter can produce numerous benefits. Here are a few:

1. More responsive customers: Someone once said, ''Don't stoop to their level. Bring them up to yours.'' The fact is, not falling into the negativity trap on the other end of your phone call can actually encourage the caller to rise to your level. Once you're both operating from a place of positivity, your customer will become more responsive and more willing to work with you, not against you.

2. More cooperative customers: When you stay positive in your approach to even the most difficult situation, you increase others' confidence in your ability to find a resolution for their concern. Positivity, backed by a smile, soothing tone and genuine warmth will endear a customer to you even if you have to put them on hold to find the answer.

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