The Attitude Anchor is a great way to keep our own negative feelings neutralized, especially when dealing with an upset or difficult customer. The concept works by focusing on something positive that "anchors" your attitude where it needs to be to deliver outstanding service. You can use Attitude Anchors to maintain a positive attitude or to help recover your positive attitude after a difficult interaction.

Attitude Anchors can vary widely from person to person, but here are a few examples:

• Pictures of family or friends

• Inspirational (or funny) quotes

• Upbeat music

• Conversation with family or friends

• Humor, including jokes and cartoons

• Going for a walk