Telephone Doctor

The Service Mentality

Created by
Tannya Cruz
The leading companies selected the
employees that have the best
customer service as the highest
performing service providers. They
possess the service mentality, a
mindset for serving customers. This
helps in competition and helps it
stand out from among the rest. This is
not based on developing skills or
techniques, but rather characteristics
that are evident.
What induces a customer to
do business with a particular
company or the competition
when product or service,
quality and price are about
the same?
The characteristics are as
follows:
1. Empathy
2. Enthusiasm
3. Ownership
4. Responsibility
5. Adaptability
6. Balance
7. Resiliency
 EMPATHY

Having the capacity for understanding, being

aware of and being sensitive to feelings,
thoughts and experiences of a customer.

 “Customers don’t care what you know,

until they know that you care.”
 Take into consideration the tone of voice.
 Apathy vs. Empathy

 Indifferent.  Intellectual or
Lack of emotion emotional
or caring. identification
with customers
acknowledging
their feelings.
A customer needs to feel
listened to and understood no
matter how large or small the
customer´s problem.
 Enthusiasm
 Bringing an observable high level of energy
or interest to a project or situation.
 The level of enthusiasm people exhibit is
critical to how the world perceives a
person’s ability or willingness to help.
 Enthusiasm influences a person’s
effectiveness in the service position.
 Enthusiastic people are proactive and go
the extra mile to help others without being
asked with a positive attitude.
 Show enthusiasm despite whether you
actually enjoy what you do for a living.
 Enthusiastic people don’t discriminate
between the various activities they do.
They make everything they do seem
fun. It’s openly expressed. A person can
be excited about something, but until
it’s expressed it isn’t observable.
 Remember that exhibiting too much
energy and going wildly over the top
sounds completely insincere and
sarcastic.
 OWNERSHIP
 Possessingthe commitment to solving a
problem or steering it to someone who
will.
 Remember to smile. You need to
represent the company effectively by
owning the problem.
 Itis a clear connection with the customer
that says you own the situation.
 Ownership is partnering with a customer
to address their needs and solve their
problem.
 Negative Aspects
 Don’t leave a customer waiting for a long time
on the line.
 It’s almost never a good idea to ask a customer
to call back.
 Don’t shift the problem off to someone else.
Try to solve it yourself.
 Don’t say “That’s not my department.”
 It shouldn’t take two people to provide good
customer service.
 If you are unable to solve the issue,
then you should inform the customer
that you will find out what happened
or you can find someone who can.

 This other person should call the

customer back, if necessary. (The
customer shouldn’t be the one calling
again.)
 RESPONSIBILITY
 Living
up to previously agreed upon
commitments.
 It’sjust as important to be
responsible and considerate to our
co-workers as it is to our customers.
 Dependability is the key factor.
 It’sa team effort. There’s no “I” in
the word “team”.
 Adaptability
 Havingthe flexibility to effectively deal with
different types of customers and situations.
 Peoplewho are adaptors are acceptant and
tolerant.
 Theyhave no need to pass judgement on
customers.
 They have the ability to adapt to all types of
customers and adapt to a variety of
situations.
 Theyrespond and react positively, especially
when explaining company policies and
procedures.
 Balance
 Having the capacity to successfully satisfy
the customer while taking into account the
resources and needs of your organization.
 Take into consideration the guidelines and
rules of your company, however you also
need to find solutions to the customer´s
problems.
 Going too far in either direction (favoring
only the company or only the customer) can
put the company off balance.
 Look for a win-win solution to the issues.
 Resiliency
 Having the ability to bounce back from adversity.
 Having the ability to recover quickly from set
backs and not to take out the frustration from
prior events out on the next person or situation.
 You remain calm through adverse situation and
maintain a positive attitude through a crisis.
 Bounce emotionally and professionally despite
life’s set backs.
 Never take it out on the next innocent customer or
coworker because they were not involved in the
situation.