6 D’s that Motivate Great Customer Service


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Motivation is not automatic. Your ability, skill or whatever you do is a vehicle and motivation is the driver that will help you deliver exceptional customer service.

No one is going to hand it to you. Don’t expect a manager, a trainer, or someone else to pick you up and magically turn you into Tony Hsieh from Zappos. Your people won’t wake up tomorrow and deliver service like the Ritz-Carlton. You have to motivate yourself today to make the changes that will get you there.

6 D’s will motivate you to make the changes in your organization, your team, and yourself that will create the characteristics and allow you to develop the customer service skills like the best.

1. Desire.

Your greatest triumph comes from your greatest challenge, therefore you must be fired up to overcome the challenge because therein lies your turnaround, your breakthrough or even your destiny. Face your customer service fears and desire to have the courage to step up to the plate and conquer today.

2. Desperation.

An urgency to see certain things that have never occurred before will cause you to “burn the midnight oil”, while others are asleep because you are determined to pioneer something. If your business tomorrow depended on doing something new today, what would you do differently? How desperate are you?

3. Determination.

Relentless pursuit of an uncommon goal and desire will activate the creative juices in you in order for you to see the full manifestation of that thing you have been holding constant in your mind. You must be persistent.

4. Decision.

A mind that is made up causes one to lose all double – mindedness. When you decide to go crossover, to take over, burn the bridges and leave no room for backsliding and that will motivate you to do whatever it takes because you do not have a fallback plan.

5. Dread.

If your pain does not push you to do things differently, it is an ache you can live with. The memories of the past failures should not torment you, but instead should be used to drive you to deliver a more exceptional customer experience.

6. Dreams.

Vision is necessary if you are going to be self – motivated. It goes beyond your current situation and sees what others do not see. Nurture your vision and let it guide you in spite of the obstacles in your way

Bonus: Distinction. Each day is an opportunity to set yourself apart from the crowd.

Recognize all the uncommon investment that has gone into you from the time you were a baby until now. Remind yourself that there must be a return on investment on all that wisdom, teaching, preaching, prayers that you have received. Make it count for something.

People that leave a legacy are moved, motivated and inspired by the fact that they hold a position that will influence future generations. What they do now determines whether the good or bad that will follow long after they are gone. I choose to be a conduit that transmits good, consistant, effective, loyalty-creating, relationship building service. Be motivated today what has never been done.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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