Harnessing the Power of Breath in Customer Service

Angry customers can be both challenging and stressful. The ability to navigate these encounters effectively requires a unique set of skills, including emotional regulation, active listening, empathy, and clear thinking. While it may seem counterintuitive, one of the most valuable tools at a customer service representative's disposal is as simple as taking a deep breath.

The act of consciously breathing during interactions with angry customers can have a profound impact on the outcome of these encounters. By incorporating intentional breathing exercises into their repertoire, customer service representatives can transform tense situations into opportunities for resolution and relationship-building.

Emotional Regulation:

When faced with an angry customer, it's natural for customer service reps to feel a surge of stress, frustration, or anxiety. However, controlled breathing can help regulate these emotions and maintain composure. Deep breaths activate the parasympathetic nervous system, which counteracts the "fight-or-flight" response and promotes a calmer state of mind. By consciously taking a moment to breathe, customer service representatives can create a foundation of emotional regulation from which they can effectively address the customer's concerns.

Cognitive Clarity:

Anger can impair both the customer's and the representative's ability to think clearly and communicate effectively. Taking deep breaths allows the customer service rep to center their thoughts and approach the situation with a clear mind. This renewed clarity can lead to better decision-making, problem-solving, and more empathetic responses. By incorporating controlled breathing techniques, customer service representatives equip themselves with the cognitive clarity necessary to navigate complex and emotionally charged interactions.

Active Listening:

Effective customer service requires active listening, even in difficult situations. By focusing on their breath, representatives can block out distractions, resist the urge to interrupt, and give the customer their full attention. Julian Treasure share that "If you think someone is done talking, take a breathe to ensure you don't interrupt them".

This intentional practice helps them better understand the customer's concerns and respond appropriately. Through active listening facilitated by controlled breathing, representatives can establish a genuine connection and foster a positive resolution.

Empathy and Patience:

Controlled breathing helps customer service reps cultivate empathy and patience. It allows them to take a step back from the immediate emotional intensity and view the situation from a more objective standpoint. This perspective can help reps respond with empathy, understanding, and a willingness to find a resolution. By incorporating intentional breathing exercises, customer service representatives can bridge the gap between themselves and the angry customer, fostering a more collaborative and productive interaction.

Non-Verbal Communication:

Our breathing patterns can inadvertently convey our emotions. If a customer service rep is feeling flustered or anxious, their breathing may become shallow and rapid, which can escalate tension with an already angry customer. By practicing controlled breathing, reps can maintain a calm and composed demeanor, projecting an image of professionalism and diffusing potential hostility. Through the power of intentional breath, representatives can create an environment conducive to constructive dialogue and effective problem-solving.

Stress Reduction:

Dealing with angry customers can be stressful, and prolonged stress can have negative effects on one's well-being. Taking deep breaths triggers the relaxation response, reducing stress levels and promoting a sense of calmness. This can help prevent burnout and allow customer service reps to handle challenging situations more effectively. By incorporating controlled breathing techniques, customer service representatives can enhance their emotional regulation, active listening, empathy, and overall effectiveness in resolving customer issues, even in the face of anger or frustration.

By implementing these strategies, customer service leaders can empower their teams to navigate challenging customer interactions with confidence and skill.

The power of breath should not be underestimated—it has the potential to transform tense situations into positive resolutions, fostering strong customer relationships and elevating the overall customer service experience.

So take a deep breath, prioritize intentional breathing, and thrive in the face of adversity.

Nick Glimsdahl ?is a podcast host, contact center strategist, speaker, and?author . His ultimate goal is to harmonize customer expectations, employee needs, and business objectives, thereby creating seamless experiences that are unmatched.

Nick is known for his?Press 1 For Nick ?podcast and serves as the Director of Contact Center Solutions at?VDS . The podcast features an impressive roster of guests from renowned organizations such as Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, Starbucks, and Disney. Besides, Nick has interviewed best-selling authors, scientists, TEDx speakers, researchers, and even hostage negotiators.

Each episode of the podcast delves into fascinating topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Contact Center, Culture, Personalization, Storytelling, and more. You are guaranteed to glean valuable insights and tips from Nick's conversations with the who's who of the business world.