Working in customer service can be mentally exhausting. Customer Service expert Jeff Toister provides a number of tips and tricks to help you stay focused and sharp during your day. For example, it's important to take breaks after difficult calls to reset and to monitor your attitude throughout the day.
- Let's face it, serving customers over the phone…all day long can be exhausting.…This video will give you some techniques…that can help you stay fresh and focused.…Let's start by taking a look at why serving…customers over the phone can be so tiring.…One challenge is called emotional contagion.…Other people's emotions can be contagious.…We really can catch a bad mood from someone else.…This can wear us down if we talk to angry…customer after angry customer all day.…
This makes it important to do a mini reset after…a really difficult call.…Take a deep breath.…Get up and stretch or go get a cup of coffee,…tea or water.…Another challenge is emotional labor.…This is the effort you put into putting on…a display of a certain emotion.…In customer service we're expected to be…warm and friendly with our customers.…It's easy to do if you're in a good mood,…but it's much harder if you don't actually feel…warm and friendly.…Just like physical effort, emotional labor…becomes increasingly difficult the more you use it.…
So if you're having a bad day, you've got to find…
Released
5/23/2016- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Listening
- Expressing empathy
- De-escalating angry callers
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Video: Stay focused during the day