Page 0047

Page 46 DECEMBER 2017 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

If you react personally to an irate individual

unfairly attacking you because of an external

influence of their attitude, that will likely result

in a "lose-lose" scenario. To play the game of

service excellence requires reacting with the

emphasis of acting. A good actor goes by the

script and when necessary improvises. A good

service employee learns to "act" according to a

response script and, when required, takes on

authority to resolve problems.

Not everyone is capable of controlling

and modifying their reactions. Some

individuals can truly adapt, pretend they're on

stage, and perform flawlessly under most any

attitudinal barrage. Others react to the first

volley of their own. When this occurs,

it is usually a customer lost forever.

One key to controlling or modifying a reaction

is to have the proper training. View the road to

keeping customers as a game or play. You need

the rules or script to win. You might find a great

improvisor, but that is the exception. The rule is

training. Responses

With proper training, you can

convert reactions to measured responses. You

can meet hostile attitudes with

disarming phrases. Just

as the actor who trains becomes flawless in the

execution of his lines, so, too, will the service

employee. The satisfaction of a good performance,

of winning the audience or customer over

enhances the work environment and enriches

the individual psyche.

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