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
Samuel Greengard of CIO Insight lists ways that even the biggest companies can flub customer service. He writes, customers are rarely satisfied with the service businesses provide. Understanding those complaints, as well as the processes and technologies associated with customer service, can help CIOs and their teams avoid these customer-care blunders.
1. Outsourcing without understanding all the implications
2. Relying on incomplete metrics.
3. Underutilizing analytics.
4. Taking your existing customers for granted.
5. Trying to be everything to everybody.
What do you think of Greengard’s list? Any that you’d like to add?
At TMCnet.com, they recently posted a free white paper that looks at the importance of customer being able to find some service tips online. Customer service is important, but many customers prefer these routes before the call customer service. The article also points out that many buying decisions start online, where many customers go first to find information. Read the white paper here.