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Keep Negativity Out of Customer Service
In the customer service department, one person's negativity can impact the entire service team and spill over into interactions with customers. Managers must be vigilant about keeping the workplace atmosphere positive.
Equally important, that negativity can spill over into interactions with coworkers and customers and impact overall customer satisfaction.
"Nearly two out of three respondents indicated that negativity in the workplace makes it difficult for workers to focus on their jobs and that negative attitudes in general are detrimental to the work that needs to get done," says Michael Haid, senior vice president of global solutions for Right Management.
It's important for managers to battle signs of negativity in their organizations. "Personality conflicts, territorial battles, sarcastic remarks, unconstructive criticism and absenteeism can quickly become the seeds of organizational defeatism and decline," Haid says.
Managers need to broadcast the message that every employee has a role to play in creating a positive work environment by being positive themselves and by focusing in a positive way on the factors that they can influence.
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.