Working in customer service can be mentally exhausting. In this video, learn ways to put into practice habits for staying focused and alert during your workday.
- 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, …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers