QUESTION | At my company, we deal with difficult and hostile customers more often than we’d like. How do you bounce back after a nasty call without letting it affect how you handle the next customer?
ANSWER | It is important not to take the customer’s anger personally. Replaying or rehashing the contact with your coworkers only allows your own emotions to run unchecked. Instead, when you finish speaking with a difficult customer, be sure to complete any notes or details regarding the contact while they are still fresh in your mind. This will allow you to physically and mentally close the contact.
Once you are finished, ask your supervisor for permission to step away from the phones for a few minutes to take a quick walk and bring your emotions back in check. If it is not possible to step away from your phone, keep a small book of short stories or jokes or even a magazine at your desk. Even standing and stretching or doing neck rolls can offer some stress relief.
Then, before taking your next call, breathe deeply a few times, smile at yourself in the mirror
Rhonda Kitzmiller
J.M. Smucker Company
