post image
Dóra Rapcsák
April 03, 2019
#Call Center Life
4 min read

The Power of Positive Attitude in Customer Service

Back to blog

“Customer Service is an attitude, not a department.” This quote may be old, but it’s so true, even today.

Let’s be honest, customer service departments are not known as particularly positive places, often being associated with irritation and frustration by both customers and agents.

For agents in particular, talking to a large number of customers every day who only contact you when they experience a problem, can be exhausting.

However, customer service is about helping customers, so a positive attitude is, whether you like it or not, vital for any agent in order to provide effective help.

And, from an agent’s personal point of view, a positive attitude in customer service can make even your worst day a lot better.

So, let’s take a quick look at why a positive attitude is of the utmost importance in a call center agent job. Make sure to read on!

Healthier work environment

A healthy work environment is equally important for both employers and employees. In fact, a healthy work environment helps improve agent well-being and productivity as well as drive business success.

If you think about it, you spend 1/3 of your life at work, so you might want spend it doing something you actually like. Also, as a call center agent you probably work in a team, and so a negative approach to work may affect not only you but everyone in the team.

With these points in mind, focusing on having a positive attitude in customer service will help maintain positive vibes in the office and prevent negativity from bringing the whole team down. And in the long run, a positive attitude will greatly help you and your colleagues contribute to a healthy work environment at the call center.

Improved performance – and career opportunities

Career opportunities at a call center are far more common than you might think. Although most people still think it’s not possible to move up in a call center, the truth is that call center employees have the opportunity to explore a wide variety of career opportunities.

These days, customer service jobs are so much more than simply repeating the same answer to customer after customer. In our tech-dominated world, call center agents need to have a deep understanding of both their customers as well as the products and services they are working with.

Check out our article on how to ladder up in a call center, and one thing will become clear to you: the first step is to master the ins and outs of your agent job. And handling customers with a positive attitude is definitely one important aspect when it comes to mastering these ins and outs.

Increased customer satisfaction

Ask any agent what’s the first thing their managers want and you can be sure that they’ll tell you: satisfied customers.

As a call center agent, satisfied customers is the number one KPI you need to be hitting. And a positive attitude in customer service will help you give your managers the results they are looking for.

Of course, since you’re talking to people who want their problems solved in the first place, annoyance and irritation is part of the deal, but a positive attitude will definitely help you find common ground with your customers, and thus increase overall customer satisfaction.

Negativity can affect not only your overall job performance but also the life of your colleagues around you. So, even when you are having a bad day, try to prevent negative thoughts from bringing you down, and maintain a positive attitude in customer service at all times, if possible. You’ll see it will make all the difference!

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.