How can you develop resilience in customer service?

By practicing empathy. We’re all consumers, and at some point, or another, we’ve had bad experiences with a service or product; how the situation is handled is what wins the customer over and keeps them coming back. I always wear my consumer hat first when dealing with a challenging situation, and in that split second, I begin to understand the customer’s frustration. I become an effective advocate for the consumer because they start to realize we are on the same team, and that keeps all parties calm and willing to work with each other.

Always keep in mind that no one in this world has a perfect life and we do not know what that person is going through at the time we interact with them. Treat anyone you meet as a customer. Listen, hear, and work with them to meet the objective.

Developing resilience in customer service involves several key strategies: 1. Training: Provide employees with resilience-focused training to handle challenging situations. 2. Support: Offer ongoing support and encouragement to help employees cope with stress. 3. Feedback: Provide constructive feedback to help employees learn and grow from difficult interactions. 4. Mindfulness: Encourage mindfulness techniques to help employees stay calm and focused during high-pressure situations. 5. Recognition: Recognize and reward resilience and problem-solving skills to reinforce positive behavior. By implementing these strategies, employees can better handle the demands of customer service with resilience and effectiveness.

Know your strengths, what you excel in, the best practices you can share and how far you can go. But also recognize your limitations, what you need help with, when you need to bring in management or more tenured associates. Lastly, don’t get swallowed up, especially in situations where you can leverage others or even step back. And take breaks, may not always seem like you can or you feel guilty but just stand up. Go to the bathroom, enjoy a sip of coffee. Then refocus and understand you don’t have to do everything right now.

Knowing that not every customer is a happy person and not expect to go above and beyond like you because unlike it′s not their job to be polite, so if you first realize that it can be helpfull in developing resilience

One thing I found helpful is: it is not about you. It is not personal. It is about the Customer! My father was a Medical Doctor. I heard from him often: if the patient complains, take it seriously! Even if it does not seem real- there is always a reason for it! That reason needs to be addressed!

I do believe by enhancing one ability to know and to understand product knowledge it will provide strong base to handle objection and difficult case with clients. By deepening our study and knowing what to explain or delivers, will encourage us to tackle any hard situations.

Ongoing training and feedback—it equips the individual with additional ways to handle difficult or stressful situations. Customers can be unpredictable but having a robust tool set in your toolbox can lead to creative problem solving.

There is a wise proverb that states, "If you want to go fast, go alone; but if you want to go far, go together." No matter how strong we may appear on the outside, we all need emotional support, validation, and recognition. We should always seek a support network that can nourish those emotional needs and help us excel as professionals and human beings.

Don't discount the importance of a sleep, or wait until you hit 'burnout' to make it a priority. And no, coffee and caffeine are not adequate replacements for a good night's sleep. Quality sleep is fundamental for cognitive function, emotional stability, and overall resilience. Establishing a consistent sleep routine can support mental and emotional recovery. Well-rested individuals are more alert, focused, and better equipped to navigate daily challenges. Work on maintaining high quality sleep as a key component of your self-care routine, you won't regret it.