Meet Reggie Wilson, bus driver. Driving in traffic for 8+ hours a day is difficult. Dealing with an often difficult public is doubly difficult. But Reggie approaches his job with a different attitude. Rather than letting the job wear him down, Reggie makes a choice. Everyday, he chooses a positive attitude. Even on days when he doesn’t feel like being positive, he treats his riders like they are guests on his bus. Guess what? They keep coming back. And the positivity comes back to him, too.
Some riders pass up other buses and wait for his ride! How’s that for loyalty?So, why does Reggie make the effort to deliver excellent customer service?
Customer service is one of the biggest challenges for customer-facing companies today. Are you trying to figure out your frontline customer service puzzle? SMILE! can help. SMILE! is Reggie’s story told straight. No talking head trainers telling you what to do – and turning off your employees. In this day and age, no one wants to be told what to do. Reggie’s story starts conversations. What better way to train than to have a conversation? How do you instill the spirit of customer service in your people?
With the guide, both novice and experienced facilitators will feel comfortable and supported. Their only requirement: enthusiasm and a positive attitude that rivals Reggie’s. As with (the bestselling video about the Fulton Fish Market), modeling positive behavior is the facilitator’s primary role.