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“Lets’ Talk Business” with Richard Coles Attitude Pt 1

June 10, 2017 Headline News, Training No Comments Email Email

Customer Service Message from Rick Coles Owner/ Managing Director of Coles Training

“Better Customer Service leads to increased revenues.”

Let’s continue our search for better customer service techniques. Now our attitude, and examples of how our professional behaviour can gain goodwill for your company

As your customers proceed through the total experience of dealing with you –they meet many people and many types of behaviour. Here are just five areas where our expertise and behaviour helps: 

1. Making the best of the occasional bad experience

Customers recognise that delays and mistakes are occasionally unavoidable, but these situations give us an opportunity to ‘shine’ and regain goodwill. Our ability to recover the situation is very important.

2. Showing care and concern

Customers gain pleasure from seeing our special customers be given individual care and concern. Attention to the elderly, disabled, families or children, creates a good impression with all customers.

3. Being spontaneous

Customers enjoy seeing staff give some added personal touch to the service, and standard systems and procedures.

4. Recognising and handling nervousness

Many customers experience concern and anxiety and therefore appreciate reassurance and help.

5. Anticipating problems and initiating solutions

Goodwill can be gained by anticipating customer problems, and better yet solving them – be proactive.

One company I worked for said, when recruiting front liners in customer service, “We hire for attitude and train for skills”. They meant that skills can be trained but a great attitude is harder to find!


These important items about your attitude should always be remembered:

  • Your attitude toward customers influences your behaviour. You cannot always camouflage how you feel.
  • Your attitude affects everyone who comes in contact with you, either in person or on the telephone.
  • Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expression; and in other non-verbal ways.
  • Your attitude is not fixed. The attitude you choose to display is up to you.

A positive attitude in the workplace helps employees to accomplish tasks faster and in a better manner. The performance of employees depends on the good relationship they share with their colleagues. A good relationship can be established only when employees demonstrate a positive attitude towards their work and colleagues. Through positive energy, work becomes a pleasure and employees find it easier to achieve their goals. It’s all about internal customer service.

With your Customer Service efforts – don’t give up!!

See you next week!

Richard Coles, Owner of Coles International Training & Consulting researches, develops and delivers real world learning and organizational solutions to clients’ needs and problems around the world. One area of specialization is Customer Service and leadership initiatives. Richard was in the airline business for over 30 years in prominent roles and worked for the best, KLM, Qantas and Emirates, so understands the travel industry well. To discuss your training needs, challenges, goals and strategy, visit and email Richard on:

“We are one – we live or die together” – Ernest Shackleton

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