Relax! How to handle angry customers without losing your cool

Sue Shellenbarger’s post on the WSJ.com blog, Work & Family outlines tips that customer service representatives can use to help keep their cool in the midst of an angry wave of customer complains. The post notes that customer service takes a heavy toll. Turnover ranges from 25% to 300% a year. Part of the problem is having to fake happiness, according to a German study. Call-center workers who were instructed to remain polite and friendly with angry, rude customers had elevated blood pressure long after ending a call, researchers found. Those allowed to react naturally and defend themselves were far less stressed.

Shellenbarger’s tips include eye exercises, keeping calm, keeping a vacation photo nearby, and exercising to alleviate some of the stress from the job.

In your work, what tips help you to keep your cool while staying focused on the customer’s needs?

How to Keep Your Cool in Angry Times