Tag Archives: customer service event

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

NACCM 2009 Kicks off on Monday!


We hope that you’ll be joining us next week in sunny Phoenix for the 2009 NACCM Customer 1st event. We’ll be LIVE on-site as we blog, Tweet and record all that NACCM has to offer.

Follow us right here for our coverage of the conference. Also, be sure to follow along on Twitter and join in the conversation with #NACCM.
Check below for a glimpse of what’s in store for us next week.

Take a look at all we have to offer:

‘ 40+ insightful presenters focused on delivering real world case studies showcasing new innovative approaches for delivering customer-centricity.
‘ 7 Exciting new keynote sessions: fresh sources of motivation and inspiration to help you make an impact. Keynote themes include Authentic Leadership, CCO Perspectives, WOW Experiences, Customer Trends, Human Factors, Customer Service and more!
‘ More networking activities than ever – including a Mexican Fiesta Dinner, Wild West Party and dinners with peers around the resort to ensure you’re making the right connections and getting the right face-time with your industry counterparts.
‘ New Programs added to ensure your investment delivers the value you need and expect… including the ROA (Return on Attendance) tool, event mentorship program, post-event executive summary and participant key takeaways report.

‘ Outdoor sessions and activities bringing the insights and knowledge sharing into an open-air environment.
‘ Event Concierge offering personalized attention aimed at helping you with all your planning needs.

‘ All New Tracks & Summits, the value of 5 conferences for the price of one: Customer-Centric Social Media, Next Generation Loyalty & Retention Strategies, Strategic Leadership & Customer-Centric Culture, Organizational & Operational Excellence, Innovating the Customer Experience

Plus – Connect, Engage and Learn from your Peers…here is a list of companies who’ve already signed on to attend:

Affinion Loyalty Group
ALSAC St. Jude Children’s Research Hospital
Arizona Public Service
Baxter Healthcare Corporation
Blueocean Market Intelligence
BrightSight Group
Burke Inc.
CACI International Inc.
Canadian Blood Services
CIGNA Healthcare
Comcast Corporation
Compassion Canada
Conway Freight
Customers Rock!
Data Development Worldwide
Dell Inc.
Enumclaw Insurance Group
Essilor
First Data Merchant Services
Forum
Freeman
GFK Custom Research
GlaxoSmithKline
Hallmark Insights
Helzberg Diamonds
Hewlett Packard Company
Home Nursing Agency
Homestead Technologies
HSN
inContact
Intel Corporation
Intercontinental Hotels Group
JetBlue Airways
LaCrosse Footwear Inc.
Lexis Nexis
Marriott International
Mastercard Worldwide Medallia Inc.
NCO Group
Norwegian Cruise Line
OnCURE Medical Corp.
Powerhouse Consulting
Predictive Consulting Group Inc.
Pyramid
Quest Diagnostics
Regence
Research In Motion
San Diego Gas Electric
Scotiabank
Scottsdale Insurance Company
Sensory Logic
Setar
Sony Electronics
Southern California Edison
Southwest Airlines
Sportgiving.com
TELUS
The Disney Institute
The Forum Corporation
The Hartford
Thomson Reuters
Towerbank International
Travelocity
Ubercool LLC
Union Bank & Trust Co.
Union Bank of California
United States Olympic Committee
Verizon Wireless
Wachovia
Walk the Walk
Wyndham Hotel Group
YMCA of the USA
Zappos.com