Elevate Playbook - loop

How our emotions affect others | Social Contagion Theory and more.

3M’s: Customer ServiceMood, Mindset, MemorableMoments

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Customer Service

Mood

Mood

Great customer service begins with a customer-centric mindset. Sydney Trains has a strong, rich history and culture investing in their people and communities -which are continually evolving. We are committed to continue placing:

Mood is a major contributor in our ability to engage with others, put situations into perspective and respond in a meaningful, professional, and empathetic manner.

The 3M’s

Memorable Moments

Mindset

Your mood can have a significant impact on your interactions with your friends, family, teammembers and customers. When we think of mood contagion we often think of negative moods, yet positive moods can also be contagious. When you are in a positive mood you will have a surplus of mental and emotional resources. When you are in a negative mood you will have a shortage of mental and emotional resources.

‘ Customers at the centre of everything we do’ and our ‘ people at the heart ’

The customer service mindset isn’t just solving problems for customers, it’s about putting the customer at the centre in what we think, feel, say, and do every day. It’s about creating a memorable moment experience. To meet our customer needs and expectations we need to focus on four factors - what we think, feel, say, and do every day.

Is your cup empty or full? The importance of self-care

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To achieve our purpose of putting the customer at the centre in what we think, feel, say, and do every day we are going to focus on three critical areas:

The Elevate toolkit includes clear, simple customer-friendly language to create memorable moments.

What are your triggers?

Emotional triggers , also called mental health triggers or psychological triggers, are things (e.g., memories, objects, people) that spark intense negative emotions. This change in emotions can be abrupt, and in most cases it will feel more severe than what the trigger would logically call for.

The key is to be self-aware, to reflect on the mood you are in, recognise the trigger for your moods when they are both positive and negative, and work out how you can coach yourself to bounce back when in a negative mood.

• Mood • Mindset • Memorable Moments

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