Customer Service is a tough and often thankless job. You get yelled at and vilified for pretty much everything, often things that you didn’t do or things that the customers themselves are responsible for.
In my job, I deal with country reps who often tell me things I really don’t want to hear like how they’re ordering less due to sales drops which shouldn’t have occurred had they implemented the suggested marketing activities or monitored the sales more closely. Obviously this impacts my performance so I get pretty upset and I can feel the steam coming from my ears!!!
But I try never to reply in anger. If I am on the telephone, I take a breath and think positive before I answer or I might ask them to hold while I mutter angrily to myself and try to find my peace. If it’s an email, I let it sit for a bit while I browse 9gag.com for a laugh to cheer me up and calm me down. So far these approaches have helped me cool off and give the best service even in vexing circumstances, what are your cooling options in heated situations? Let me know in the comments.
Also, apologies for no post on Tuesday, days have been flying by!
Have a great Friday / Weekend!