There’s nothing like a stint in a call center to grow someone a thick skin. On the phones is in the trenches, and it’s in this position that people learn that customer service can be pretty damn unpleasant. When the going gets really, really horrible, you know what keeps morale from dipping to a soul-sucking low, sitting in your shared cubicle? Effective and empathetic management— managers who support and advocate for their teams.
So yeah, having a thick skin is what differentiates a consistently excellent customer service pro from the rest. When it’s time for serious CS-ing, being able to brush off the rest of your day is what allows for focus, empathetic analyzation, and efficient handling of support requests.
Guess what— not everyone who has that thick skin started out as a naturally unaffected person. Great work comes from thoughtful advocacy from management. Mentor your team. Want to nurture a thriving customer service experience? Start with providing empathy coaching and frequently distributed feedback with a focus on positive reinforcement.
Positive reinforcement and repetition of goals, with clarity of purpose being a priority results in empowered employees, and that’s just plain truth. Spewing metrics and bestowing meaningless trophies using arbitrarily guidelines enforced by nepotistic middle-managers— well, that reeks of an out of touch corporate culture that puts anything but customer satisfaction first. It’s the value4value circle, you know?