Practical Ideas For Bouncing Back From A Difficult Call
By Dawn Smith | Program Manager | Great Falls, Montana
Our life in a contact center can be very stressful, especially when we’re dealing with a difficult call. I’m sure you know the one I’m talking about. You’ve had to work very hard at getting your customer to a calm place in the call, just so you can help resolve their issue. It’s even possible that you won’t get your customer to a calm place at all. When the call ends, you feel drained. Here are a few practical and simple ideas on how to come back from that difficult call so you can move onto the next one.
Take A Deep Breath
This may seem too simple. The truth is taking a deep breath where we’re slowly inhaling deep into our lungs and releasing slowly through our mouths a few times, can really calm down our heart rate and our nerves. It helps to take a step back and distance ourselves for a moment from that stressful time. Taking a few deep breaths will help you do just that.
Stand Up and Stretch
Taking a moment to stand up and stretch can help you to take the focus off that last call and get you ready for the next. We sit at our desks for most of the day so, standing and moving is actually a good way to keep ourselves more active too. Standing and stretching is a way to refresh and reset so we can move forward with our day.
Don’t Take It Personally
Remember that the customer you just dealt with was not upset with you. They were upset with their situation. Most of us have been in that same boat. We’ve used a product or service that wasn’t working exactly like we expected and were frustrated about the outcome. We made a call to that company and it wasn’t the person we were talking to that was frustrating, it was our issue. Your customers are feeling the same way. It’s not you, it’s the issue they’re facing.
Focus On The Positive
Your call may have been a difficult one but you were able to get through the call and over to the other side. You may have even been able to take that call and turn it into a positive experience for your customer and for you! This is a great positive to focus on after your call. One more way to focus on the positive is to keep something at your desk that makes you feel good. I keep a laminated certificate on my desk that was given to me by some of my colleagues and every time I look at it, I smile. Other things I’ve noticed that our colleagues bring in are family pictures or small figurines. It can be anything that just makes you feel good each time you look at it or hold in your hands. The point is to focus on the experience or the object for a moment and feel that positive energy it’s providing.
There will always be difficult calls. How we deal with them is going to make a big difference in how we feel about what we do everyday. Taking a second to get yourself together before your next call will make it much easier to keep your sanity and treat your next customer with a new perspective.
Dawn Smith is a member of the Operations and Leadership Team at FCR. She began her career with the company in April of 2016 and worked as an Operations Manager in Independence, Oregon. She is now a Program Manager working out of FCR’s contact center in Great Falls, Montana.