By Nancy Friedman, Founder, Chairman, Customer Service Keynote Speaker, Telephone Doctor Customer Service Training
Resiliency: NOW MORE THAN EVER Short, sweet & to the point…..
No matter how customer service is delivered – face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity. From negativity.
We’ve heard the adage, “You can’t control what happens to you in life, but you can control how you react.”
This is especially true for businesses. At any time. Client-facing team members regularly must serve as the lightning rod for customers who need to vent their frustration. Being aware of the importance that resiliency plays is the first step to changing behavior.