Professional services

A positive attitude goes a long way, especially in the call center industry. In this course, you'll learn what a positive attitude is, how you maintain it, and why keeping it is a good idea.

Do you handle stress with a positive attitude? Before you answer that question, find out what a positive attitude is in this lesson.

Dealing with issues and problems with a positive attitude can be tricky.


Life isn't all cupcakes or rainbows, but handling your problems with a positive attitude can help you win at almost everything.


What's in it for you?
This lesson will set you on the path to winning in life by:
defining "positive attitude"
giving examples of situations best handled with a positive attitude
explaining how resilience contributes to a positive attitude.


Resilience for  a Positive Attitude
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A positive attitude gets stronger with resilience.
Being **resilient **means you can meet challenges but still manage to bounce back.


Resilience is different from toxic positivity because, with resilience, you allow yourself to feel the bad thoughts and negative emotions before you analyze the best way to handle the situation.


When things don't go your way, you should allow yourself to feel frustrated or annoyed and then start dealing with the problem with a positive attitude.


Being "too" optimistic will make you overconfident. Overconfidence is dangerous because you might have trouble analyzing how to handle a situation properly.


What is a Positive Attitude?

Now that you know what it is to have a positive attitude, learn how to walk the walk and talk the talk to positivity with this lesson. 

After getting to know Meg and seeing how she handled the mishaps with a positive attitude, now it's your turn.


A positive attitude goes a long way, mainly since working in the call center industry can test you.


What's in it for you?
In this lesson, you'll learn to stay on the positivity path through:
compartmentalization
de-personalization and de-escalation
looking for support


In compartmentalization, you separate the different aspects of your life from each other.
It helps maintain a positive attitude because you learn how to separate different issues.
It also allows you to analyze your problems. You are allowed to feel annoyed, frustrated, and hurt from time to time. After all, you're only human.
This skill is important in customer service because you must be accommodating to your customers.
If you don't learn to compartmentalize your thoughts and feelings...
...you might end up bringing a problem from home and making it into a snarky comment at work.
Without compartmentalization, you might even misplace your anger for a coworker towards a customer.
Yikes!


**Compartmentalization **


A Positive Attitude  After a Call
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Dealing with angry or frustrated customers can be a handful and its okay to feel drained and tired.


Whenever you feel tired, it's important to look for support from coworkers or friends to turn that frown upside down.


Getting support from different people allows you to feel heard and make you more confident. This helps keep you on the path of a positive attitude.


You never have to deal with problems alone, ask for support, and you'll get it. Sometimes, you'll even get it from the most unlikely sources.


The Path to a Positive Attitude

Where does keeping a positive attitude take you? Find out in this lesson. 

After all this talk of keeping and maintaining a positive attitude, where does this actually take you?


What's in it for you?
In this lesson, you'll learn where exactly a positive attitude takes you in life.


In the customer service industry, having a positive attitude improves your performance at work.


It is easier to deal with customer issues with a positive attitude because you wouldn't be focusing on the problem but on the solution.


When you help your customer efficiently, you improve customer satisfaction. The more customers you help, the more productive you are.


However, you should always give yourself time to feel and analyze your issues and challenges.


Doing so will help you perform better in the long run and be in a healthy and productive place.


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Value of a Positive Attitude

Value of a Positive Attitude Lessons

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