Escalated calls with tense, stressed out customers can drive you to the point of screaming. These customers can be angry for many reasons even over the tiniest things, and the anger all lands on you, for answering the phone. They don’t have anything against you personally, you just happen to work for the company, and you get their high-powered venting. Customers will scream, curse, call you names, interrupt you, and be very hard to deal with; all while you are trying to help them with their problem. Some can be worse than others, and there will be some days that it seems like all you receive are ticked off customers mad at you for one reason or another, without a happy customer to deal with in between.
How do you deal with this? There has to be a way to de-stress, and keep from popping off back at them which can make things worse. Customers that are tense know how to push a service agents buttons, and get them flustered whether it is on purpose or not. Regardless if the customer is having a bad day or just likes to argue, it is your job to calm them down and resolve the issue. A cool head and a low tone can resolve some issues peacefully, and other times it is harder to calm them down.
These few smart tips will help to relax you and let the stress melt away, other than going for a relaxing day the spa. Helping to de-stress right after a call is something service agents all need.
1. Take a big breath of fresh air
Relaxing and relieving stress always starts with breathing, so if you can step outside for a few moments do so, if not then sit at the desk and just close your eyes. Take a few big breaths and relax for a few moments to reorient yourself. You will find that it will help more than you realize.
2. Relieve tension at stress points in your body
Stress will gather at many points in your body making them ache all over, this is not just from customers but from not sitting correctly at your desk as well. To help alleviate this problem, give yourself a mini-massage of your neck and shoulders, this will help to relieve some tension and help you feel better as well. Don’t forget to stand and stretch every so often this will help to relieve tension in other parts of your body.
3. Talk it out
If you can talk it out with someone a co-worker or even your manager. Some managers have an open door policy that suggest if you have an issue no matter what it is to come and talk with them. Use it
4. Take a break
Get a snack, grab a soda or juice, or just read, do something that will help you to relax and not think about work.
So when you know that the customer is blowing his or her top, keep yours on and when the whole call is said and done relax and let the negative energy flow from your body with these few little tips. Just remember it is not your fault, you didn’t cause their specific problem.