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Jeff Toister

Customer Service Tip of the Week: Attitude anchors

Published 2 months ago • 1 min read

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Hi Reader,

You're supposed to maintain a positive attitude.

But that's not always easy in customer service. Difficult customers, demanding bosses, and defective products can all get in the way.

And, on top of all that, we're human.

This week's tip helps you maintain a great attitude, even when things are getting you down.

Someone I know took this week's tip so seriously that she got it tattooed on her arm.

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The Attitude Anchor

The Attitude Anchor is a great way to neutralize our own negative feelings, especially when dealing with an upset or difficult customer.

The concept works by focusing on something positive that "anchors" your attitude. You can use Attitude Anchors to maintain a positive attitude or recover your positive attitude after a difficult interaction.

Attitude Anchors can vary widely from person to person, but here are a few examples:

  • Pictures of family or friends
  • Inspirational (or funny) quotes
  • Upbeat music
  • Conversation with family or friends
  • Humor, including jokes and cartoons
  • Going for a walk

Bonus Info: LinkedIn Learning subscribers can learn more about attitude anchors from this short video.

Newsletter to Try: The Diffuser with Myra Golden

Myra is one of my favorite contact center gurus. Her weekly LinkedIn newsletter, The Diffuser with Myra Golden, shares practical suggestions that can immediately improve your service.

I read it every week, and I think you'll enjoy it too! Check it out and subscribe​

Have a great week!
Jeff
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Jeff Toister
The Service Culture Guide
619-955-7946
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Jeff Toister

The Service Culture Guide

I help leaders build customer-focused teams. Get weekly customer service tips to sharpen your skills or share with your team.

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