The concept of an attitude anchor is an activity or thing that helps you maintain the awesome attitude you need in order to be effective in customer service.
There are two attitude anchors: maintenance anchors, which help you maintain a positive attitude, and repair anchors, which help you fix your bad moods.
Hand out the worksheets which will prompt your group to think about and write down their anchors. They may be small things, like going for a walk or drinking some tea—encourage your agents to think about little things that help them elevate their mood.
Then ask your group to share some of their ideas, so that everyone can borrow each other’s ideas if they find they are lacking in anchors.
Attitude Anchors
What
recovery anchors can I use to get me back on my feet when I’m feeling stressed?
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What
maintenance anchors can I use to stop me getting stressed in the first place?
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