How to Control Your Emotions When Dealing With CustomersCustomer Service Training Resource
May 17, 2013 — 2,786 views
Many people who work in the customer service sector have faced situations when they find it difficult to deal with their customers. These situations can bring about many emotions, and it is completely natural. But if you don’t learn to control your emotions, it could negatively affect your personal life, as well as professional life.
Common Negative Emotions
Some commonly experienced emotions by a customer service professional are frustration, worry, and anger. Dislike and disappointment are also quite common. These emotions can be handled, but the inability to express them at work can make you to feel more irritated.
Dealing with Frustration
You get frustrated when you feel trapped or helpless and it is important that you deal with it as soon as possible. To deal with frustration you need to first figure out what is the cause of the frustration. Think of a way to resolve it or try to think of something positive about the situation. This can help you calm down. You could also think of the previous time you were frustrated at something, and how it did not help to solve the issue. Take a cue from that situation to try and calm down.
Dealing with Worry
Worry can be caused due to the fear of performing badly, making a mistake, or maybe fear of losing your job. It can also be complicated by situations after or before work, like a fight with friends or family, or the loss of a loved one. Worry can affect your physical and mental health, as well as your productivity at work.
You can deal with it by being in the company of people who understand you and help you forget about your worries. You could also consider using some slow deep breathing exercises to help you relax and forget about your worries. Calm yourself down and make yourself understand that worrying about the situation will not help in any way. Consider ways to improve the situation and face whatever is causing the worry. Writing down your worries in a personal log and dealing with the situation can also help.
Dealing with Anger
Anger at work can have adverse effects. It is also an emotion that is difficult to handle. Not being able to control your anger can be destructive for your relationships with colleagues as well as for your work productivity. It could even lead to you losing your job. Controlling your anger is one way in which you can calm down. Analyze the situation and find out what triggered your anger. Try to avoid situations or people that make you angry. If you feel like you are getting too worked up, stop what you are doing and calm yourself down and try some deep breathing exercises. Another helpful tip is to picture the way you behave when you are angry. This will help you to avoid getting too angry--to some extent.
Negative emotions are a part of any customer service job. Being prepared to deal with situations will help you control your emotions, be more productive at work, and improve your overall well-being.