Importance of a Positive Attitude in Customer Service
“Customer Service is not a department. It is an Attitude.” – Unknown
Team no. 1
It is no secret that customer service can have a
profound and lasting effect on the customer’s
experience of a company.Given that customer
service as a role is demanding, annoyances and
irritation are part of the everyday operations for
the service staff, and it becomes even more
imperative to remain positive while dealing with
customers. A positive attitude in customer
service is all about remaining calm during
interactions, making every effort to build robust
relationships with customers, and ensuring that
customers view the company as authentic
through their demeanour. Customers expect high
standards of service and top class experiences
with a company – every time and through every
touch-point. Creating such positive experiences
for customers is possible only by maintaining a
positive attitude in customer service, which
sometimes can be hard to cultivate and display. It
is important for a company to provide training
and coaching to help the service staff understand
the important of offering the most positive
service as possible.
Team no. 2
The reason for positive attitude in customer
service (and in every aspect of life) is that such
an attitude spreads and has a profound positive
effect on people. By remaining positive, the
service teams would be able to mould customer
behaviour and influence them a lot more easily. It
is necessary for the service staff to focus on the
good things and positive interactions they have
with customers, rather than on only some of the
negative ones that may occur. By maintaining a
positive attitude in customer service, the service
staff would set the tone for all their interactions
with their customers, which would ‘rub off’ on the
customers too. The fact is that when service staff
focuses on the irritated, annoyed, and screaming
customers only they encountered during a
workday, the result is a feeling of dread and
lethargy that will spill over to the next day,
making them hate coming to work. These
negative attitudes then snowball, and the service
staff would possibly become rude and defiant.
Team no. 3
Maintaining a positive attitude in customer
service is about putting oneself in the customer’s
position and viewing the problem from their eyes.
This would make the service staff feels less
threatened and anxious, since they would know
how to deal with different emotions of different
customers. By beginning each interaction with a
positive attitude, the service staff would be in
control of their mood, and in turn positively
influence the customer’s attitude and response.
The first part of positive attitude in customer
service would be positive language. This would
mean showing the customer a ready and willing
demeanour that would display the willingness to
see every interaction from the customer’s point
of view. It would also mean being proactive
towards the needs of customers, asking the
customer what the company can do for them,
rather than telling them what cannot be done.
The idea is to make every experience more
pleasant and efficient for them.
Team no. 4
Customers love to stay with companies that
provide them with as many positive messages
and experiences as possible. It would be
necessary for a company to revamp and
reorganize its processes to allow for things that
customers would want – free shipping, easy
returns, swift and varied payment methods, and
other such needs. In addition, customers expect
to receive service and responses when they want
and, as they want. For companies this would
mean ensuring round the clock service, with
speedy efficient responses. All these aspects
would reflect the positive attitude in customer
service, on the part of the company as a whole.
The positive attitude must reflect through at
every touch-point – that means whichever
channel a customer contacts the company
through they must have a positive experience. To
display a positive attitude in customer service,
the customer facing staff must refrain from
negative words, and behaviours.
Team no. 5
It is important from a customer retention point of
view, to keep customers interested and engaged.
The company must show its appreciation for the
customer’s patronage by offering timely
incentives and other ‘lures’. The idea is to ensure
customers want to come back for more and
offering them some such offers will make them.
Even through intelligent content, companies can
keep customers interested and entertained even
outside the confines of the business relationship
and ensure that customers keep providing repeat
business. Creating and maintaining a positive
attitude in customer service is beyond just
offering satisfactory service in every customer
transaction. It is about serving with a smile and
with unfeigned interest. A positive attitude in
customer service will ensure that customers have
positive experiences each time, and would leave
feeling good about themselves and the company,
which in turn would mean wanting to do business
with the company repeatedly.
Team no. 6
When a positive attitude in customer service
exists, the service staff will appear more
amenable, amicable, responsive, and attuned to
the needs and expectations of customers. This in
turn would reflect in their behaviour towards
customers, who would feel heard, respected, and
cared for by the company. When service staff
remains open-minded and positive, they would be
able to ‘hear’ more than just the spoken words
and requests of customers. They would be able to
convey empathy and care by making a concerted
effort to understand the thoughts and feelings of
customers, which is what customers expect under
every situation. Positive service staff will always
appear happy and ready to help. Their style and
manner of communicating would reflect their
attitude, and if it is positive, existing customers
would remain and the company would be able to
attract more customers, translating to higher
sales and revenue. A warm friendly smile,
courteous mannerism, a willingness to serve, and
an empathetic demeanour – are all part of a
positive attitude in customer service.
7 Tips for Maintaining A Positive Attitude in Customer Service
1. Cultivate Self-Awareness
2. Overcome Problems with Creativity
3. Say Cheese
4. Tame the Voice in Your Head
5. Surround Yourself with Positive Anchors
6. Dream. Wisely
7. Create Slice-of-Joy Moments
Team no. 7
A positive attitude in customer service means
happy customers, which in turn means success
for the company. Everyone wants to work and
remain associated with a successful company –
the overall work environment would be a lot
happier, energized, and everyone would want to
contribute to make it even better. A positive
attitude in customer service would resonate with
the whole organization, encouraging a spirit of
cooperation, collaboration, and a constant
endeavour to ensure customer satisfaction at any
cost. In addition, there would be better
communication and cooperation between the
employees, each team would understand the
challenges involved in interacting with customers
and hence would be more likely to provide timely
help and support. Customers remember when
they are treated well but may not talk about it.
However, if they were not treated well they would
be very likely to spread the negativity and tell a
number of people of their poor experiences. It
makes sense for a company therefore, to ensure
that their employees treat each other and
customers with courtesy and kindness.
Team no. 8
Through a positive attitude in customer service
everyone would feel more accountable, everyone
would be more resourceful in searching for
solutions, ensure regular follow-up to show
customers that everyone in the company cares.
The quality of products and services would
become better, as everyone would strive for
excellence and fairness while dealing with
customers. Everyone would be more mindful of
their manners towards customers and would put
the customer’s interest in mind. When everyone
keeps a positive attitude in customer service
(service to customer), customers will be happier
and as a result would work towards making the
company successful.
Basic Call Flow

1. Open the call.

Thank the customer for calling, state the company name and ask how you can help.

Thank you for calling CCV. How may I help you today?

2. Determine the customer’s question/concern by asking the right questions

(Example later on the conversation.)

3. Resolve it.
(Example later on the conversation.)

4. Offer additional help.

Is there anything else that I may help you with today?”
4. Close the call.
Once the caller confirms that he has no more questions, close the call by thanking him, and once again,
state the company name.

Thank you for calling CCV. Have a great day.”

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - RETENTION / SERVICE CANCELLATION

Situation: A customer is calling about her Internet Service. The Customer is very upset because, Technical
Support can't replace her modem. Her DSL Modem/Router is already out of warranty. And, claims he can't
afford modem and he'll just change to a different Internet Service Provider.

Customer's Profile: Female, Age is 75 years old, and very irate.

Goal: Pacify the irate caller, and save the customer from cancelling her Internet Service.

Agent: Thank you for choosing, Rocket Speed Internet. My name is TAYLOR. How can I make you a Very
Satisfied Customer today?!

Customer: I was speaking a while ago with Jerry, and he says that my modem is malfunctioning.
Unfortunately, I'm a retired teacher, and I can't really afford paying for a new modem. So, I would rather
just cancel my Internet Service, and try my luck with a different Internet Service Provider!

Agent: Oh, I'm so sorry to hear about that Ma'm. Don't worry, I'm here to help you out. Let me see what I
could do for you, let's start first by verifying your account number, is that OK with you?!

Customer: I already gave my number to the previous agent, but, here it is again, for the nth time. 860-995-
****, my name is Deborah Brown.

Agent: Thank you Ms. Brown, so, that is 860-995-****, is that correct?

Customer: Yes. And, if you will ask, that's also my call back number.

Agent: May I please verify the last four number of your Social Security Number?

Customer: It is ****.

Agent: Got it, thanks! I believe that you've been with Rocket Speed Internet for quite a while now. And,
honestly, we don't really wanna lose customers just because of a bad modem. Here's how I can help you...

Customer: You see, If you check your records, I've been actually calling you almost every other day for the
past few weeks. You guys, just wasted my time, and I can't believe that I'm still with you folks!
Agent: Deborah, I understand your situation, and I would feel the same way if I'm in your situation. So,
please, calm down, and stop yelling at me. Let me tell you what I could do for you, OK? Just give me a
minute...

Customer: I'm so sorry, I'm not really taking it on you, and am not trying to be a difficult customer. It's just
that I've had so much stress, more than I can actually imagine. But, please, go on.

Agent: OK, here's what I could offer you. Since, you've been with Rocket Speed Internet for more than 5
years now. I'm gonna get you a free modem, with Wireless capability, absolutely, free of charge! And, I'll
place the order now, for an overnight shipping. So, that means, you'll get the free modem by tomorrow.

Customer: Wow, that's actually great! Thank you so much!

Agent: And, also, I'll sign you up for a FREE 6-month trial Speed Upgrade. So, from your old package,
instead of getting max of 3 Mbps, you should now get 6 Mbps of speed. After 6 months, you could still
have it for an additional 5$ a month, or, if you are not satisfied, you could just simply downgrade your
plan, back to the old package.

Customer: That's actually a pretty good deal. I can't ask for more. I guess, I'll be staying with you guys for
a very long time, and I would be glad to recommend you to all of my friends!

Agent: Well, I'm so glad to here it from you. Do you have a pen and paper, so you can write down your
order number?

Customer: Ok, I have it.

Agent: Your Free Modem Replacement Order Number is FX893-7873. You'll get this modem tomorrow. For
the setup, if you can't follow the setup instructions on the manual. We have our 24/7 Technical Support
hotline who can help you setup your new modem. So, would there be anything else that I could assist you
with?

Customer: I'm speechless, Taylor, all I can say now is THANK YOU!

Agent: You're very much welcome, Ms. Brown. I hope I was able to make you a very satisfied customer!

Customer: Yes, Taylor, you did, sweetie! Goodbye!

Agent: Thanks Ms. Brown, and Again, my name is TAYLOR, Thank you for choosing Rocket Speed Internet!
Enjoy the rest of your day!

Agent: Thanks again, Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - CREDIT CARD CUSTOMER CARE

Situation: A customer is calling in to report a stolen card.

Customer's Profile: Male, 30-35 years old, nervous.

Goal: Freeze the Stolen Card Account Number, apologize and give assurance.

Agent: Thank you for calling Bank of Wealth. My name is Sydney. How can I assist you today?

Customer: I want to report a stolen card. I got drunk, and had lost my wallet last night.

Agent: Oh, I'm so sorry to hear about that, don't worry, we're gonna make sure that we freeze your
account, so no one can use your Credit Card, ok?

Customer: Thanks, I hope no one have tried using it.

Agent: Don't worry, we are gonna be alerted right away by our System, if there are any invalid pin
attempts on your card. For security purposes, let me just verify your account first, ok?

Customer: Sure, go ahead. What do you wanna ask?

Agent: I need to verify your First and Last Name?

Customer: My name is Park Jae-Sang, but, you can call me "PSY!"

Agent: Thanks, PSY! Wait, Is it just a coincidence that your name is just like the one who created the world
famous, "Oppa Gangnam Style"!?

Customer: I'm sorry, that wasn't me. But, since that song became very popular, my friends are now calling
me PSY.

Agent: You got me there! Well, I'm sorry, just had to ask that, since, I really love dancing while I'm playing
it every morning! But, going back on your card, let me also ask you for your Mother's Maiden Name?

Customer: That's alright, Sydney! It is Wan.

Agent: How about the last four numbers of your Social Security Number?

Customer: It is ****.

Agent: Last, but not the least, may I please verify your complete Billing Address?

Customer: I live in 67489, Rodeo Drive, Beverly Hills, CA, 90210.

Agent: Thank you so much for all of the information. I'm now processing the request to freeze your
account. Please, grab a pen and paper. Thank you!

Customer: I have it, go ahead!

Agent: As of September 26, 2013 at 5PM Pacific Time, your Credit Card Account is now frozen. You'll get
your Card Replacement within the next 3-5 Business Days, Free of Charge. Your Confirmation Number is
787-909-SPNC

Customer: I got it, thanks a bunch, Sydney! You're such a big help!

Agent: You're very much welcome! Is there anything else that I could help you with?

Customer: I guess, that would be all for today. Thanks again! Bye!

Agent: You're welcome! And, again, my name is Sydney! Thank you for calling Bank of Wealth! Good bye!

CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE

Situation: The caller heard some gun shots, and saw people running from his neighbor's house.

Caller's Profile: Female, 20-25 years old, nervous.

Goal: Get all the important information from the caller. Keep the Caller on the line while the authorities try
to reach the location.

Agent: 117, what's your Emergency?

Caller: Oh my God.... I heard gun shots from my neighbor's house, and saw 3 Hispanic male running from
their backdoor... *Screaming*

Agent: Ma'm, please, calm down, OK If you scream, I won't be able to understand what you are saying,
this is very important so we can alert the authorities right away.

Caller: Ok.. ok... I'm sorry...

Agent: Thank you, you are doing a great job! You said, you heard multiple gunshots, and 3 male running
from your neighbor's house, is that right?

Caller: Yes, they are already gone in the dark. I saw 3 Hispanic male running down the street.

Agent: Don't worry, I'm reporting it as we speak Ma'm, are you alone in your house?

Caller: Yes, that's why I'm shaking. I don't have a gun with me, even my dog is terrified as well!

Agent: And, what is your Name and Street Address?

Caller: My name is Sharon Davis, we are at 9657 Caminito Chollas, Sandiego, California.

Agent: Thank you, got it. Make sure that all doors are locked, and stay with me on the phone, OK I already
alerted the authorities, and they are now on their way!

Caller: Thank God...

Agent: At what time it happened?

Caller: It was just 5 or may be 10 minutes ago... Where are the police?

Agent: Ma'm, they are now on their way!

Caller: Wait, I'm hearing some sirens.

Agent: That must be the Police, don't open your doors yet, stay with me, OK?

Caller: Alright.. Oh my goodness, I'm still shaking!

Agent: OK, feel free to grab a glass of water, I'll wait right here.

Caller: Ma'm, are you still there?

Agent: Yep, I was just drinking.

Caller: Ma'm, I got a call from the Sheriff's Dept, it was just some kids who are doing some prank on their
friend. The noise you heard are just firecrackers. So, there's really nothing to worry now.

Agent: I almost had a heart attack, stupid kids!

Caller: Well, at least, no one got hurt. I hope you stay safe, OK?!

Agent: Alright, thanks for your help operator.

Caller: No problem, bye!