| Thinking positive and feeling good about what one is | | | | standards as they tend to make more mistakes. That |
| doing are considered to be the stepping stones to | | | | is why careful selection and screening for the right kind |
| success and growth in ones professional life. Although | | | | of attitude in the right candidate at the time of hiring the |
| the same principal is applicable in every aspect of | | | | team becomes all the more important. What an |
| one's life; but since we are dwelling on serving | | | | individual does not realize is that everyone will have to |
| customers, we would intend to restrict it to that for the | | | | play their part for improvement; if one keeps on sitting |
| moment. | | | | and cribbing about poor standards and do nothing to |
| There are times when one; as a customer gets | | | | improve them, there will be no extra terrestrial power |
| negative vibes while interacting with various individuals | | | | which will come, operate its magic wand and make the |
| in a service delivery chain. These individuals seem to | | | | situation perfect to the 'T'. |
| be a dissatisfied and a disgruntled lot; who tend to | | | | One will not find such problems with employees who |
| swear or blast off at the slightest remark or initiation of | | | | have a positive or a customer oriented frame of mind. |
| a conversation from the customer. According to them, | | | | By imbibing the virtues of positive thinking in your |
| there is nothing great with what they have been doing | | | | service delivery process; one is able to develop a |
| and complain about every possible thing related to their | | | | positive focus towards the job on hand. This way the |
| work; their long hours; tedious work procedures, non | | | | employees are happy of what they are doing and are |
| cooperative senior managers etc. the list is endless. | | | | most likely to deliver the desired results even in difficult |
| Such employees are very dangerous for the entire | | | | circumstances by thinking of ways for improvement |
| system and health of the business. Not only they | | | | constantly. Whenever a difficult situation comes, people |
| underperform, they send negative vibes to the people | | | | with positive attitude would try and find a solution by |
| working around them, making the entire atmosphere | | | | thinking out of the box; whereas a negative thinking |
| negative and unhealthy to work. The problem here at | | | | person would simply succumb to the situation and |
| hand is of negative attitude that these employees | | | | further wean about the negatives. |
| carry. They get demotivated/ disgruntled and always | | | | It is more often than not that an employee with a |
| crib about the situation. They are not at all interested in | | | | positive frame of mind will win over the customers and |
| rectifying or improving what they have as the most | | | | would have a personalized repo with him which will be |
| common remark made is that no one cares what they | | | | beneficial for the business. After all in today's difficult |
| are doing or saying this will not make any impact or for | | | | times for business, these small small relationships can |
| that matter; what will one person be able to do in such | | | | be a very useful tool in retaining the existing lot of |
| a big structure. All this leads to is; a further drop in their | | | | customer. |