2.3 Use reflection techniques to objectively assess how your own attitude impacts upon customer service you deliver

This guide will help you answer 2.3 Use reflection techniques to objectively assess how your own attitude impacts upon customer service you deliver.

To deliver quality customer service in health and social care, it’s essential to reflect on how your own attitude affects interactions. Reflection allows you to essentially examine your thoughts, emotions, and behaviours. By doing so, you can identify areas for improvement and make conscious changes to enhance the service you provide.

What is Reflection?

Reflection involves looking back on experiences to gain insight. In this context, it means examining situations where your attitude impacted customer interactions. It’s about being honest with yourself to understand what went well and what could be better.

Why Reflection Matters

• Self-awareness: Helps you understand your emotions and reactions.
• Improvement: Identifies areas where you can grow.
• Adaptability: Allows you to adjust behaviours to better meet customer needs.
• Empathy: Encourages you to consider customer perspectives.

Steps in Reflective Practice

1. Describe the Situation

Start by describing a specific situation where you interacted with a customer. Include details like:

• Who was involved?
• What happened?
• Where and when did it occur?

This sets the scene and helps you focus on a particular instance.

2. Identify Your Feelings and Thoughts

Consider how you felt during the interaction. Were you:

• Stressed?
• Calm?
• Annoyed?

Understanding your emotions can reveal how they influenced your behaviour. Reflect on your thoughts as well. What were you thinking at the time?

3. Analyse Your Reaction

Look at how your attitude affected the service you delivered. Ask yourself:

• Did my attitude help or hinder my response?
• How did the customer react to me?
• What feedback, if any, was given?

This step involves connecting your attitude to the outcome.

Techniques for Effective Reflection

Mindfulness

Practising mindfulness helps you stay present and aware of your emotions and thoughts. It enables you to assess how your attitude affects customer interactions in real-time.

Journaling

Write down your experiences, feelings, and thoughts. This can provide clarity and help you track patterns over time.

Peer Feedback

Seek feedback from colleagues who observed your interactions. They may notice things you didn’t.

Self-questioning

Use questions to guide reflection:

• Why did I react that way?
• Could I have handled it differently?
• What would I do in a similar situation next time?

Professional Supervision

Attend sessions with a supervisor to discuss your reflections. They can offer a different perspective and advice on improving.

Impact of Attitude on Customer Service

Positive Attitude

A positive attitude often results in:

• Better communication: You are more open and communicative.
• Increased empathy: You tend to understand customer needs better.
• Problem-solving: You approach challenges with a can-do mindset.

Negative Attitude

A negative attitude might lead to:

• Misunderstandings: Communication may suffer.
• Lack of empathy: You might not fully consider customer concerns.
• Conflict: Tensions can escalate unnecessarily.

Neutral Attitude

Maintaining a neutral, professional stance can ensure:

• Consistency: Service remains stable regardless of personal feelings.
• Objectivity: You focus on facts rather than emotions.

Personal Bias and Its Influence

Bias arises from personal experiences, beliefs, or stereotypes and can actually affect how you treat customers. Reflect on:

• Cultural Bias: Stereotypes about certain cultures.
• Age Bias: Assumptions based on age.
• Gender Bias: Preconceived notions about gender roles.

By reflecting, you can identify these biases and work towards minimising their influence.

Making Changes Based on Reflection

Set Goals

Create clear, achievable goals to address areas needing improvement. For instance:

• Goal: Improve listening skills.
• Action: Practise active listening techniques daily.

Develop New Tactics

Based on reflection, identify different ways to handle future situations. This prepares you to respond better next time.

Training and Development

Participate in workshops or courses to enhance skills needed to better align your attitude with positive customer service.

Embracing Change

Acknowledge Mistakes

Accepting that you will sometimes make mistakes is part of growth. Learn from them and move forward.

Celebrate Successes

Recognise and celebrate times when your attitude positively influenced customer service. This reinforces good habits.

Monitor Progress

Continuously assess the impact of any changes you implement. Regular check-ins ensure that you remain on track.

Final Thoughts

Using reflection techniques to objectively assess how your own attitude impacts the customer service you deliver is essential. It not only benefits your professional development but also enhances the overall experience for customers.

Remember:

• Reflect honestly and thoroughly.
• Use a variety of techniques for deeper insight.
• Take action to effect positive change.

By embracing these practices, you become more effective in your role, fostering a supportive and responsive environment for those in your care.