From the course: Phone-Based Customer Service

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Stay focused while you work

Stay focused while you work

From the course: Phone-Based Customer Service

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Stay focused while you work

- Let's face it. Serving customers over the phone all day long can be exhausting. This video will give you some techniques that can help you stay fresh and focused. Let's start by taking a look at why serving customers over the phone can be so tiring. One challenge is called emotional contagion. Other people's emotions can be contagious. We really can catch a bad mood from someone else. This can wear us down if we talk to angry customer after angry customer all day. This makes it important to do a mini reset after a really difficult call. Take a deep breath, get up and stretch, or go get a cup of coffee, tea, or water. Another challenge is emotional labor. This is the effort you put into putting on a display of a certain emotion. In customer service we're expected to be warm and friendly with our customers. It's easy to do if you're in a good mood, but it's much harder if you don't actually feel warm and friendly.…

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