From the course: Customer Service Foundations

Avoiding burnout by staying focused

From the course: Customer Service Foundations

Avoiding burnout by staying focused

“

- Burnout is a huge challenge in customer service. A study conducted by my company found 74% of contact center agents are at risk of burnout. According to the APA Dictionary of Psychology, burnout is physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others. Burnout can be caused by a feeling that your work doesn't matter or that what you do is not appreciated. Customer service can often mean solving problems that someone else caused, and when a customer gets angry, you get to hear about it. Bosses often say, "Don't let it get to you," but that's easier said than done. I remember once feeling frustrated and burned out at work when something amazing happened. A customer pulled me aside and gave me a thank you card. The card explained how the customer appreciated my work and how I made a difference. I can't tell you how great that made me feel. Suddenly I had more energy. That card made me realize that my work was valued and I was making an impact. That moment revealed the secret to avoiding burnout. You need to realize that your work matters. The extra effort you put into delighting your customers matters. I have an activity for you that can help. It's called the Thank You Letter Challenge. Start by imagining a customer you helped. How would you like them to feel about your service? Next, write a thank you letter to yourself from that imaginary customer. Be sure to describe what you did and how it made them feel. Here's an example that I wrote when I did this exercise before delivering a series of customer service presentations. "Dear Jeff, thank you for speaking at our company meeting. The audience was extremely engaged with your presentation and your customer service message was right on target. Thank you. A. Client." Finally, read your thank you letter at the start of each day for three weeks and try to receive this feedback from a real customer. After I did this exercise, I asked a client to write a recommendation for my LinkedIn profile. I didn't prompt my client with what to write, yet notice how my client's words are very similar to the letter that I wrote. "All I can say is wow. Jeff was informative, educational, and entertaining, holding the audience from beginning to end. Jeff's content was extremely insightful and relevant to any service-based organization." This exercise is effective because it helps you visualize the type of service you'd like to provide. Visualization is a powerful technique that will help you avoid burnout and keep you motivated to provide outstanding service every day.

Contents