Monday 30 June 2014

MAINTAINING POSITIVE ATTITUDES AS CUSTOMER SERVICE AGENTS


More people now than ever before are working in the customer service industry, predominantly in telecommunications and other lines and programs of contact centre work. Some of these folks have worked in this industry for a while, while other people are newcomers and are still actively developing. The fact of the matter is this: your own company’s agents are the first impression, the first point of contact, and the start of the conversation that your organization will have with the customer. It is easy to forget that in talking to hundreds of people per week. Believe it or not, that can take a toll on someone’s mental psyche. At the end of a workday in a contact centre, many agents prefer not to talk on the phone during their off-time. Who would’ve thought?
We have a saying at Incept that coincides with our value Present, and, basically, it is that we must be present in our work lives when we are here at the office and strive to do our best to be mentally sharp, focused, and ready to produce results that have positive impact. It does also have an alternate meaning. It can mean to also strive to be present in your home life. When you are done with the workday, it is a value meant to encourage employees to always remember they have a life at home and of their own.
What does this mean to you if you are a contact centre Team Lead or part of management?
We have all heard, “Smile! The customer can hear it in your voice.” That is a true statement. Even if there is no face-to-face contact between the rep and customer, the customer can definitely get a sense of the rep’s attitude through the way they are talking. It isn’t always easy trying to be pleasant with everyone, as a customer service agent or representative, especially when you have troubles going on in your own personal life.
What You Can Do To Keep A Positive Attitude As A Customer Service Agent Despite Outside-of-work Problems
  1. 1.     Focus on your job. Sometimes work can serve as an escape from our problems at home. One of my Vice President’s, Dave Walter, had some of the best advice for our own Conversational Marketing Experts (CMEs) who might be experiencing trauma in their personal lives that carries over to their professional work. He said, “Focus on leaving your problems at the door and relax. Your problems are going to still be there when you clock out and go home.” This is true. For some people, work can actually be a sort of getaway from the circumstances of our home lives and, ultimately, an environment in which we can better ourselves without focusing on what it might be that is bringing us down.
  2. 2.     Talk to your H.R. manager about what is bothering you. At Incept, we truly have a human resource department that goes above and beyond in helping our employees. Sometimes all it takes to feel better about a situation is an open ear to let it out to. A third-party perspective is always good to hear. Human resource managers and directors are often also sources of legitimate guidance. If you are stressing about money problems and money management, they can guide you towards groups and give you information on how to handle monetary problems. If you are having personal issues, such as domestic violence or other similar situations, they can also serve as a third-party who can help you resolve your immediate issue in a private manner. If you feel like you need mental counselling due to outside work circumstances, many H.R. managers have the resources to point you in the right direction towards receiving help. I write about this with our own H.R. director in mind, as Lee-Ann Zackiewicz has served many of our own employees with a helping hand over the years.
  3. 3.     Listen to music on your breaks or have some quiet time to think to yourself or meditate. Music has a healing effect on many people. It has the ability to convey what people feel when they lack the ability to find the words to describe what it is they are feeling. Take some time on your lunch or a break to simply get some time to yourself and listen to a few uplifting tunes. You’d be astounded at what the right song can do for your mood.

These are just a few suggestions towards taking an active stance on maintaining a healthy attitude and mental state in the workplace. What are some other suggestions? Leave your comment or suggestions in the comment box.


Post Credit: Brian Dodson

1 comments:

  1. Wow. This is just what i need right now. Will share this with my colleagues.

    ReplyDelete