Yes Sir!: Preparation is Not Over-rated

"One word sums up probably the responsibility of any vice president, and that one word is 'to be prepared'". Dan Quayle

Preparation goes a long way. In customer service, there are several things you can prepare to be a good customer service agent.

"Prepare yourself for the world, as the athletes used to do for their exercise; oil your mind and your manners, to give them the necessary suppleness and flexibility; strength alone will not do." Earl of Chesterfield

Understanding and exercising good manners will go a long way. Having good manners wears people's anger down. It is hard to be mean and nasty to someone who is constantly returning barbs with helpfulness and proper conduct. If the immediate encounter does not turn the person, repeat encounters will be effected. And anybody else who observes your good manners and helpfulness, will be effected as well. You will be the one they want to see if they have a need or problem. And as I've said before, when they want to do business with you, you win.

"It usually takes more than three weeks to prepare a good impromptu speech." Mark Twain

Good manners don't just spring up overnight, nor do they come with reading a book. They come with a diligent effort to practice them all the time. "Yes sir". "Yes mame". "You're welcome". "How may I help you?" These phrases must roll off your tongue naturally in order to be taken sincerely. The only way they can be natural is to practice and have your mind prepared. When it is natural for you to be polite, you will be! Even in times of great stress and tension.

"If you are prepared, then you are able to feel confident". Robert J. Ringer

Knowing your good manners will eventually turn the customer, knowing that you are in complete control of your words and the manner in which you use them, gives you great confidence in any situation. Confidence is a powerful ally. It will resonate from you, it will install in the customer confidence in you, and it will enable you to always stay in control. You will always know that the way to a resolution to any problem is to remain calm and polite.

Nothing gives one person so much advantage over another as to remain always cool and unruffled under all circumstances. Thomas Jefferson