Part A. Service Attitude    

Your attitude permeates absolutely everything you do. You own your attitude and it establishes and reflects
your professionalism, caring, focus, and passion to deliver excellent customer service. This is demonstrated
every day and with each customer contact.

This activity area of concentration was intentionally placed ahead of the others in this manual. If you do not
have the proper attitude to propel you forward, the other components to achieve excellent customer service
simply will not happen. You may possess an incredible knowledge of your company and services provided.
You may have the skills to make that knowledge come alive; however, without the attitude or caring to take
action, the proper service will not happen.

Activities included in this section are:

1. Attitude Check -- This activity concentrates on reinforcing, coaching and supporting the skills and knowledge learned in a program. It promotes camaraderie, positive behavior, and an awareness that "we are in this together" and "you aren't alone."
2. Whose Attitude -- This activity is designed as a case study for the trainer to read aloud and then lead a discussion as to how their organization or a person would handle it. The story is true, and in most cases, “we’ve all been there.”
3. Both Sides of Change -- This activity promotes acceptance and understanding of change. So many people view change as a negative. This activity reminds participants that change can be positive and represent growth and survival.

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