Leader's Guide FOR PREVIEW ONLY

Let’s see a show of hands: .How many of you are aware of what kind of moodyou are in when you come into work?SAYGenerally most of us know how we’re feeling.ASKLet’s see another show of hands: How many of you are aware of what kind ofday your customer is having?EXPLAINUnless a customer is overtly happy or obviously upset, you don’t really know muchabout how your customer is feeling. You don’t know if your customer is having anordinary, happy day or a day in the middle of a life crisis.Post flip chart # 10: Customer service is a high calling.SAYIf you do perceive how your customer is feeling, chances are that you don’tknow why.And that’s why serving the customer is such a noble profession.The impact you can have on a customer is immeasurable and oftenunderestimated.Consider the customer:ooooowho just had an argument with a loved onewho lost her jobwho doesn’t feel wellwhose wife left himwho is under pressure at worko whose most positive interaction today may be with you –either directly or indirectlyActivity: Developing Shining Attitudes19