Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service.
When you boil it down, great customer service is about having a positive influence on the customer’s experience of your organization. If your own staff are feeling negative or pessimistic, it’s difficult for them to provide that highly positive experience.
The problem is that you can’t always be there to offer a few words of encouragement. So, how do you ensure the practice of positive psychology? Simply: By ensuring that elements of positive psychology are a part of how your organization operates. In case you aren’t familiar with the concept of positive psychology, here’s an abbreviated definition from the Positive Psychology Center at the University of Pennsylvania:
Positive psychology is the scientific study of the strengths that enable individuals and communities to thrive.