I wish I knew it before, when I just started my career as a customer service representative. It would save me many restless moments and probably let enjoy my job more at some points of my life. But I also believe that any knowledge comes exactly when you really need it. And now when I am conscious of the burnout challenge and have some experience under my belt, I am happy to share my tips on how to prevent or avoid occupational burnout in customer service. Hope this article will give you some helpful advice and actionable tips you can use.
Burnout is a widespread issue in customer service today. It was first identified in the 1970s as a career crisis hitting professionals who deal with people as a part of their job. The phenomenon was characterized by changes in employees’ attitude to work, resulting in exhaustion, lack of enthusiasm and motivation, as well as feelings of ineffectiveness or even frustration and cynicism in relation to their job. >>>
“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” — Aristotle
Being successful in any field is about constantly doing the right things. Expertise and professionalism in customer service yield from thousands of routine customer interactions we perform daily. The way these communications are handled can make a huge difference. Not only they have direct impact on company’s relationship with its customers and overall business image, they also define how we — customer service representatives — feel about ourselves, our jobs and our lives.
If you are constantly facing defeat and frustration, suffering annoyance and embarrassment at the workplace, most likely you are not the happiest person on the earth, even outside work. On the flipside, when you enjoy what you do and feel great about helping others and making their lives easier, you are likely to keep calm, sober and dedicated to work even in most challenging and difficult situations. >>>
There are many talks today around how to create a winning customer experience. It goes without saying that nowadays with increasing choice, high availability, and more standardized pricing of products, the competition has evolved into the challenge of making customers feeling positive and happy about their experience with your brand.
So how do you go about winning and keeping customers? You can find a plenty of good books and articles on the web revealing secrets to creating memorable customer experiences. You can also put a great deal of time and effort into collecting and analyzing your customers’ feedback, as well as invest heavily into painstaking market research. For sure, you’ll discover something new and helpful. But it’s only the tip of the iceberg, I kid you not. >>>
As the technology continues to change and advance at an extremely rapid rate, we all in customer support have to deal with people who find themselves being challenged by new methods and updated technology. Looks like a great deal of upset customers contacting tech support would rather cling to the old familiar ways considering the changes are not worth it at all.
Another bunch of people calling for help use technology on a “need-to-know” basis, and feel overwhelmed and frustrated when it comes to anything outside their expertise. Professional line of communication means you willingly provide high-quality tailored support to every user, regardless of their level of expertise. After all, it’s customers who keep us tech support agents employed. No matter which way you look at it, all of them are worthy of our time, respect and attention. >>>
It’s no secret that for many customer service jobs multitasking is an essential requirement. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time.
You might even wonder what’s so special about it – nowadays with the hectic pace of our daily lives, many of us get used to something like this. People talk on the phone while driving, text while keeping conversation with friends, and constantly check emails while watching favorite shows.
Indeed, in today’s information-saturated world multitasking is a widespread phenomenon. There has been numerous scientific researches published in recent years investigating human multitasking abilities. Some of the projects intended to determine the benefits it can bring, while others were carried out to study the negative consequences of multitasking. >>>
The other day I called my computer helpline, because I needed to be made to feel ignorant by someone much younger than me, and the boyish-sounding person who answered told me he required the serial number on my computer before he could deal with me.
…We haven’t been talking four seconds and already I can feel a riptide of ignorance and shame pulling me out into the icy depths of Humiliation Bay. –Bill Bryson, `Notes from a Big Country’
Almost every business today has to face a great challenge of delivering customer service and support to people hailing from multiple generations. >>>
“When one door closes, another opens; but we often look so long and so regretfully upon the closed door that we do not see the one which has opened for us.” -Alexander Graham Bell
“There is only one boss — the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” -Sam Walton
Customers might decide to stop using your service or products for a number of reasons. In some cases this decision is related to their customer experience with your company (product quality or customer support efficiency), in many other cases it might seem that it has nothing to do with your business, say, they just need something different, or they expected it to work in a different way, or they can no longer afford it due to some new circumstances. Whatever the reason, it’s no picnic to see your customer walking in one morning and saying “you are fired”, isn’t it? >>>
Good things happen to your customers when good things happen to your staff. When people feel good about their job, when they are proud to be on your team, they strive to achieve more and do better. So one of your most important tasks as a customer service leader is to build a motivation strategy that will create and maintain the spirit of enthusiasm among your employees. How do you go about creating a successful motivation strategy? Let’s turn to some theoretical insights to better understand the nature of motivators. >>>
Millions of businesses use Live Chat software for customer communication needs. From small start-ups to major corporations, Live Chat makes it super easy to handle customer interactions on the spot, bringing along high speed of resolution and incredible ease of use for both website visitors and support agents.
To help you create a better customer experience, we’ve pulled together step-by-step instructions for getting your Live Chat tool up and running in no time. Let’s quickly cover the main things you need to do to get started on Provide Support. >>>
It looks like nowadays many businesses find themselves forced into relentless product development race caused by market dynamics, technology and competition. The only path to survive is to innovate with increasing speed, efficiency, and quality. And the goal of winning the race is put at the heart of decisions, ideas and marketing strategy, making new product development one of the most critical business activities.
But is it only the product that matters? We bet you know the answer! If a company is obsessively focused on the products it brings to market rather than the customers that buy those products, it’s only a matter of time and technology before the competitors will bring something newer, shinier, and more affordable to the market. The companies that stand out are those that have customer relationship at their heart, or at least don’t neglect it too much, if you will. >>>