194: (Tip) Taking Negative Interactions Personally

Adam and Jeannie share quick tips and a little neuroscience to keep negative interactions from causing poor service and employee burnout. Are your agents emotionally trained to handle negative interactions? From dealing bad tempers to outbursts and emotional meltdowns, our customer-facing employees see the worst in people – sometimes daily. It’s a natural human reaction to take on some of the negative emotions we’re exposed to. For employees, that could lead to lashing out at customers, taking it out on co-workers, and general burnout. And many other issues can stem from employees just being unhappy at work. "The key is not to not have a reaction, but to remember how to control the reaction." -Adam Toporek How can we stop our agents from taking these interactions too personally? To stay focused, employees need to understand what’s actually happening in their brains when exposed to these emotions. They need to know how they can keep their emotions under control despite the negative emotions swirling around them like demons looking for a way in. "Give them the tools they need in training so they feel like they’ve been there before..." -Jeannie Walters Today, Adam and Jeannie are sharing a little neuroscience along with tips to help your agents take control and stay focused on the service. They cover some ways to not only recover from emotional distress, but to proactively prepare for these situations or prevent them from happening again. Would you like to prevent burnout, ensure a consistent service experience, and keep a healthy atmosphere at your workplace healthy? Listen in! Related Content 360Connext® post, Workplace Psychology and the Curse of The Cursed Customers That Stick® post, Save Your Customer Service Team from Vampire Customers Episode 173: (Tip) Resolving Customer Service Issues Episode 161: How to Approach Customer Threats We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices