FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
December 10, 2004
Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Utility managers have to deal with negative attitudes
among their employees from time to time. What they may not realize is that
those attitudes may be eroding the quality of the company’s customer service.
“Left unchecked, negative attitudes can evolved into negative climates in
departments and, worse yet, infect the entire company,” says David Saxby,
president of Phoenix-based Measure-X, a company that specializes in helping
utilities improve their customer service and sales. “Poor customer service is
one of many symptoms of negative attitudes that are out of control. No utility
can afford to let that happen.”
Saxby offers the following five tips on how utilities can
turn around a negative environment.
Acknowledge the problem. Ignoring a problem won’t
make it go away, Saxby says. “If you acknowledge people’s negative feelings
and frustrations and ask them for suggestions on how to resolve problems, you
validate their importance to your company,” Saxby points out. “That, in and of
itself, may help change their attitude.”
Be the role model. All attitudes and behaviors
start at the top, Saxby notes. “If you want your staff to have a positive
attitude, you need to make certain that you demonstrate one with all your words
and actions – every single time,” Saxby says. “Those who focus through a
‘negative lens’ will immediately identify and relate to a manager with that same
perspective.”
Don’t allow gossiping and whining. “You may find
yourself in a situation where staff members are whining or gossiping,” Saxby
explains. “Do not participate! Try changing the subject or switch the
conversation to something solution oriented.”
Look on the bright side. Managers should help their
staff identify positive events each day, Saxby says. “Talk about the positive
things that are happening,” Saxby recommends. “Remember that even the smallest
actions can bring positive results. So don’t forget to acknowledge your staff
for their positive efforts.”
Brainstorm
solutions.
Hold team meetings and encourage everyone to share their creative ideas on
resolving issues, Saxby says. “Make sure the discussions are facilitated so the
meetings don’t degenerate into gripe sessions,” Saxby notes. “Empower your
staff to resolve their own problems rather than just running to management.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.
