Secondary Catalogue

The Power of Behaviour

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team use their positive behaviour to breed positive behaviour in others. Chapter 1: Behaviour Breeds Behaviour. People mirror the behaviour of others. Your behaviour will affect how others behave, for good or bad, so be aware of what you’re doing and how you’re doing it. Chapter 2: Choosing Your Behaviour. Behaviour is variable. Choosing the right kind at the moment of truth is critical. It isn’t difficult, it’s about awareness and discipline. Chapter 3: Behaviour Can Help or Hinder. Your behaviour can help or hinder a transaction. Think about your verbal behaviour: don’t dominate conversation, or bully, and listen actively. Think about your visual behaviour: is your body language open and personable? Keep these two things in check for smoother, more pleasant transactions.

Rating: E
Production Year: 2015
Duration: 8 min
Series: Customer Service Essentials
Printable Resources: Yes

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