This is part of a series highlighting the 12 Excellent Service Principles.
Chicken Little Principle
Emphasize the positive.
Chicken Little's famous phrase is "the sky is falling." Chicken Littles in the real world are those people who brighten the room when they leave the room. There is no place in great customer service for intentionally negative people. Service to others many times begins with taking a negative situation, a challenging conversation or a seemingly unsolvable problem and approaching it with a sense of optimism and a positive attitude. Get better at helping others by starting with and emphasizing the positive before you deal with or in lieu of focusing on the negative.
Up next, The Open Space Principle - Build on what works...