How to Best Deal with A high pressure Customer Service Position?
Asked by soobielover26
Hi all, i work in a pretty high pressure inbound customer service center... Im curious as to any tips or hints to make calls go by easier, or to make your day a little less stressful... I so far am trying to bring some stuff from home back here to my office to make it a little nicer looking... But overall though, any tips or strategies?? Thanks so much!!!

Best Answer:
I was in your situation. It sounds corny but was extremely helpful to me. I set small goals for myself all day long as to how many calls I could take. I'd set hourly goals and try to beat them as well as half-way-through-the-day goals as well as a daily goal. Then, I'd always try to beat my goals. It was sort of a psychological thing, whereas instead of dreading the next call, I was anxious to get it because it helped me reach my goal. Actually do these on paper so you see your progress. Not only did it help pass the time, it improved my statistics and I ended up being the top performer many, many times. Not bad for a simple "game" played with your own head. Also, to get through the calls with the horribly rude, upset, irate customers a mirror works wonders. Keep a mirror at eye level so you can see yourself at all times. Smile when you are speaking to customers. Even though they can't see it, it will change the tone of your voice. By concentrating on your smile during those tough calls, you'll keep yourself calm and in perspective even when the lunatic on the other end is sceaming. It helps beat stress also.

I wish I had some good advice for you. I was in the same boat and couldnt keep my cool and ended up walking out with no other job to fall back on. I guess my lesson learned was, don't let one bad day ruin it!
Answered by sea_sher

Get your personality measured to see if you match the crtitical dimensions. Read the basics in Dr. Phil's Life Strategies- The first thing people need in life is ACCEPTANCE. So, if you can just accept the person's perception of the problem, even if it's a bit off the wall, that person will listen to you later much better. Act like you like them- people trust you more if you do. They go along with your knowledge if you go with their feelings. And there's more, but I haven't read it yet. But those are nice little hints, eh? Good luck. This is a VERY draining job for many people. But while Air Traffic Control was rated in the 1990's as the FOURTH most stressful job in the US, my stepmom handled it with ease and enjoyment! So, you can do it!
Answered by starryeyed

Always think that there are worse positions, you could be doing outbound collection calls :) Always smile, even though you are on the phone, this transfers over in your voice and your customers will feel like you are genuinely happy or friendly, and will make calls go easier. Keep a stress ball nearby for those tough calls, and also make sure you have a picture of your favorite person/thing in front of you to look at and keep smiling about. Good luck with your position.
Answered by ALFimzadi

That is a good idea. I brought stuff to my office to personalize and relax me a little too. Try bringing in calming music (I like the 12 Girls Band), that can be played quietly while you work. I also made flower pens. Take a pen, silk flower, and green flower tape. Cut the stem of the flower to a desired length, but don't cut too short, or it won't easily attach to pen. Wrap tape around pen and stem until secure. When you have as many flowers as you like, you can arrange them in a decorative glass with glass rocks to keep them in place. I see them everywhere and I love using them. I think they really brighten up the area. Another fun thing is bringing a nice bowl of candy in. Finally, I think attitude has a big part to play with it. Always keep an upbeat attitude. If someone is stressing you out, realize it isn't you. Maybe that person has some work or personal related issues and they don't know how to handle it properly. If they are a customer, treat them well, because your company needs them and they are your bread and butter.
Answered by Momo