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“Lets’ Talk Business” with Richard Coles Attitude Pt 2

July 29, 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.”

A positive attitude has significant benefits for an individual in many aspects.

  • Career success: Employees’ success in the workplace is measured through their performance. Employees with a positive attitude will always think of ways to accomplishing their task.
  • Productivity: With a positive attitude, employees tend to take more interest in what they do and deliver. Consequently, they produce better quality work.
  • Leadership: Working in an organization is all about managing a diverse workforce. Some employees earn respect easily and people often follow and listen to them.
  • Team work: Good relationships among employees help them to build effective teams where all the members are united and work for a common cause.
  • Decision making: Having a positive attitude helps employees to take better decisions, in an objective manner.
  • Motivation: Having a positive attitude helps in motivating employees to overcome obstacles. It also determines the way they see the world around them.
  • Interpersonal relations: Customers prefer to deal with someone who is positive in nature.
  • Stress management: Stress can be reduced through positive thinking.

In conclusion, a positive attitude at work is beneficial not only to the organization, but also to the employees on an individual basis.

Story of the week:

Some years ago, I was training sales people in Houston, Texas. I always go for a walk or run in mornings and then stop for a coffee before I go back to the hotel to get ready for class. On this morning as I was paying for the coffee, behind the cashier on the wall was a story. I asked to see it and liked it so much I used it to start off the training day! I don’t know who wrote it but here it is.

“The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, then circumstances, than failures, than successes, than what other people think, say, or do. It is more important than appearance, giftedness, or skill. It will make or break a company, a home.

The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day.

We cannot change our past. We cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. I am convinced that life is 10% what happens to me and 90% how I react to it. And so, it is with you. We are in charge of our attitudes.”

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:

Corporate Consulting

We now offer a new arm of our business called Coles Corporate Consulting. This can involve introducing new customer service initiatives in your business, projects in strategy, helping with any team issues, communication gaps, and sales needs. Typically this consulting intervention involves discussions to assess way forward to reach your goals, followed by recommendations on how we proceed.

As an example, I have experience in helping organizations reach their peak in customer service – the “great differentiator.” It is largely devoted to helping organizations improve their customer service therefore their viability, revenue and brand.

The consultancy and training has a strategy that helps spread the customer service message throughout the organizations. I learnt a long time ago that unless customer service is active throughout the company it will not happen. I call this a ‘seamless’ customer service involving everyone!

I can implement this customer service initiative or campaign in a company over a period of 3-12 months. I introduce the changes and then monitor in stages over time. It has a timeline and many ingredients to ensure the customer service aspects introduced stick, spread and last.

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