What's in it for me?

Over the past few months as we've talked with trainers, facilitators and supervisors, we keep hearing the same question, "What's in it for me?"

It's a question they are asked often by their frontline people. The usual training programs don't really have an answer - everything is directed toward the customer and the company. Take care of the customer the way they'd like to be treated. Take care of the customer the way you'd like to be treated. Take care of the customer so that they come back.

Where is the service provider in all this?

That's why the questions. In SMILE!, Reggie talks about why he takes care of every customer. Because it makes him feel good. He gets to go home happy - regardless of how the customer treats him. He's controling the side that he can control - his own attitude and behavior. Everything else is beyond his control.

When people recognize that, they are actually in a position to change the service interaction for the first time. Because it's coming from a real place inside. A genuine place. SMILE! shows how powerful every interaction can be when the frontline customer service person is doing a good job- for the sake of the customer AND, most importantly, for their own sake, because it improves their quality of life.

Inside-Out thinking leads to Inside-Out Service

Just the other day, we heard from a telephone call center about the challenges of training. "We want to hear the smile on the other side of the line." As we all know, though, it's difficult to manufacture a smile.

Have a conversation with your people about where positive attitudes come from, how to have one anytime you choose... for many people, choice is a new idea. Learn more about how SMILE! training can help you deliver training from a different place.

"Taking ownership for our lives is a difficult undertaking for many people so I was happy to see some "lights go on". If they use this insight back on their jobs, it will make a real difference in their own lives and in customer service."
       Daphne Wright, Director of Training
       South Georgia Medical Center