When you work in customer service, whether it is face-to-face or over the phone, you fantasize about how you would respond to rude behavior. But, because you’re a consummate professional, you bite your tongue and provide service with a smile. Is it really that easy? Customer service jobs are among the most stressful, and if you’re not dealing with your frustrations productively, you may find yourself burned out in your job. Here are some great ways to keep your cool and cope in your customer service job.
- Don’t take their frustrations personally. The number one most important thing to understand when working with customers is that when they are frustrated, it is not with you as a person. It can be hard to separate these aspects, but it is crucial. Also, don’t allow their frustrations to become your frustrations.
- Tap into their nice side. Very few angry customers are angry all the time. As the customer service provider it is up to you to try to tap into their humanity. Defuse the situation while working on a solution for them. Do what you can to bring out their nice side in the conversation.
- Determine their expectations. When a customer is angry it is because their expectations have not been met. But maybe their expectations and the promise of the product or service were not in line to begin with. Talk to them from this angle. Find out what they were expecting and how exactly their experience did not meet that need.
- Take care of yourself personally. One of the biggest mistakes that customer service representatives make is that they take their work home with them. It isn’t that they continue to work once they’re home, but they stew on the conversations and let the negativity of the day get to them when they’re at home. To combat this, develop a strong work-life balance and incorporate positive things into your life away from work. Eating a healthy diet and exercising to take care of your body will also help reduce stress levels.
Are you looking for your next customer service opportunity? Harvard Resource Solutions is now hiring for customer service jobs in Detroit MI so call us today!
