How can you develop resilience in a customer service career?

SMART Goals that are specific, measurable,achievable, realistic and time bound enable the customer service professional to have a road map and keep him/ her focussed. This in turn helps the Customer Service professional to align individual goals to the organization's goals , vision and mission statement, thereby equipping him with the BIG PICTURE. Clarity of thought and vision in turn reduce stress and anxiety. A happy professional is a productive professional.

Customer is the best all and end all in this role. Fanatic service is what one should strive for. Take stock of your skills and sync them up with the role.

The customer is the #1 focus in this role AND there are specific intricacies between how to communicate and what channels to use to support the customer. Make sure you're clear on what is expected from you.

Customer Service can be emotionally draining. Create a routine that allows you to separate your work and personal life, so that one is not bleeding into the other.

Feedback is the most powerful development tool and getting feedback regularly from customers can skyrocket your progress over time.

For the customer base, it's not what they're consuming, it's what's consuming them ! Need to, either offhand or methodically, glean and then, one way or another, process what's eating them ??. Their feedback is necessary, never forget your competition in the industry. Are the competition having the same issues ? If so, discern what alleviates these wrinkles for the opposing firms. Your reps in the front lines, with online or otherwise in-person meetings, through instant messaging, emails, informal contacts, are willing to well bring to the fore the composite of issues which must be addressed, toot-sweet. Keep that door open ! It is not just a pain for the customer base; it is a pain for your reps. To them it's merely repetitive dribble !

Customer service can be taxing. Find support from people who are in a similar position as you and understand what you're going through, so that you can learn and collaborate with each other.

Create a routine that signifies the end of work, so that you can have a clear delineation between work and life. Also, find hobbies and interests outside of work that brings you joy.

People are happiest when they have complete control over all situations and have prepared for every possibility that might arise. However, this does not happen in real life. Regardless of how efficient you are and how much you plan, a change in direction (with all its new difficulties) will always occur when you least expect it. Most people find change to be difficult as it usually comes with stress, frustration, anxiety, and a zapping away of your emotional health. Rather than living with a fear of change, it is best to accept that the unexpected can occur at any time and there will always be new traumas to deal with. In essence, plan as much as possible for all eventualities, but also, expect the unexpected at any time.

Develop a Customer-Centric Perspective: Empathy is your anchor. Try to understand the customer’s perspective. This doesn’t mean always agreeing, but acknowledging their feelings can de-escalate a lot of situations. Keep Learning: Like a sailor who learns about new technologies and navigation methods, stay informed about best practices in customer service. Attend workshops, webinars, and training sessions. Balance Work and Personal Life: Ensure you have a life outside of work. Engaging in hobbies, spending time with loved ones, and resting are crucial. You can't sail effectively if you're always at sea.

I've worked in this position for many years now, and the best time I've had with customer service is when one empowers the customer. The best way to help your own emotions is to put as much as you reliably can into the customer's hands. Create tutorials, info sheets, and knowledge bases for your customers to answer the most frequent questions. When you do this, it takes a weight off your shoulders, gives customers faster service, and lowers the amount of calls or emails you get.