By Delia Thompson

It is important to understand that customer service is not merely a set of skills. It is in fact an ATTITUDE. I do believe that as a country, corporate, government and private sector we have the necessary skills. But quite frankly we need to work on our attitudes.

It is important that we realize that if customers stop calling we will no longer have a job. They create our employment and should be valued with the same importance and respect paid to our boss.

I am certainly not saying that all service in this country is bad. I have encountered some exceptional service, people that go above and beyond the call of duty to help me. Thank you to these stars; you are role models to us all.

Here are a few pointers to help insure you are delivering good customer service:

• Have a smile on your face when dealing with customers • A friendly attitude helps a huge amount when faced with problems • Don’t take complaints personally or become defensive and rude • Remember that you can make a huge difference to that problem • Always try to own the problem and help resolve it • Offer solutions NOT Excuses • Be polite at all times • Never grumble to clients about your personal or company issues • Pleasantly greet your clients; it is there 1st impression of you.

I know that generally service policies and procedures are not in the hands of the person on the frontline, that often will have to deliver bad news regarding the service delivery. But delivering this news with a caring, friendly attitude makes all the difference to the way the client will respond.

Also if you are in a customer service role, it means you have a job. With unemployment being what it is today globally, that fact alone should give you a genuine reason to smile! So, have a great attitude and make someone’s day!

Delia Thompson is CEO of The Communication Academy. Visit their website at www.thecommunicationacademy.co.za.