101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

SECTION FIVE
Knock Your Socks Off Fitness

Customer service professionals have some of the most challenging jobs that exist. While they don’t face the physical demands of operating a jackhammer under a searing sun, or moving a piano to a third-floor walkup apartment, the emotional labor in dealing with customers all day, day in and out—while also meeting efficiency or productivity goals—can test even the most people-friendly, upbeat, and resilient among us. And we don’t need to tell you how stress levels can ratchet up when you’re facing Customers From Hell.

This situation makes it all the more vital that your staff not overlook its own emotional health while handling the business of taking care of customers. Long shifts of people contact and problem solving can be invigorating and rewarding, but they also can take their toll if service workers don’t monitor their physical and emotional states. Finding ways to release pent-up stress off stage, ensuring that long stretches of keyboard, headset, or computer screen use don’t lead to rigor mortis, and developing coping strategies for dealing with customers who get personal are imperative techniques for maintaining one’s well-being.

You are no good to anyone—not yourself, your customers, your workmates, or your family—when you’re feeling burned out, negative, thorny, or just plain running on fumes. Stress is a reality of life, but how we manage it makes all the

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