Negativity will not solve anything. It can make a situation worse, and hinder a solution from occurring. You do not want to add any negativity to a conversation with a customer. It only feeds on their issues, and you will be left with a mess. Try to rid your conversation with them of all negativity.
Negativity will keep you from giving your customers the care they deserve. Here are some ways to keep positive when a negative situation arises.
It’s Not Personal
Business is business, and you need to learn that early on. Do not take negative encounters with a client, personal. It is not directed at you, it is simply directed at the product or service they received. You will encounter a load of different personalities when you answer the phones. You need to be ready to adjust to all of them. You have to remain calm and positive.
Your attitude will affect them. If you become angry, it will heighten their anger. Even when someone is yelling over the phone, you have to remember it’s not directed at you personally. The customer is dealing with an issue that is upsetting and frustrating. They want you to listen to their issues, and come up with a proactive solution.
You will have to breathe in deeply, and listen to the customer rant. Once they are finished, organize a solution that will solve their issue. When you remain calm, it will have a positive effect on the customer. You want to smile, even if that customer cannot see you, because that smile will shine through your voice.
It’s very easy to come back with negativity, but use this time to build up positivity. Your positive attitude will save the day. It’s important to enjoy co-workers, and make the office as stress free as possible. You never know what you may encounter once you pick up the phone, so use the in between times to build your positive attitude.
There are loads of ways to bring positive energies into your life. Try exercising before and after work, have healthy snacks throughout the day, and do not skip your breaks or lunch because you need that time to regroup.
Time away from your desk and phone is much needed. You want to get up and walk around, because this will help you shake off the negativity you were just thrown. Posting positive affirmations can help you, as well as pictures.
You will need to let off some steam. It is not good to hold it all in. There will be days when you had little to no sleep, you’re sick, or the weather has you feeling blue. You will need to have someone you can talk to, and let all your frustrations out. Your mood will affect everyone in the office, as well as the customers you care for on the phone. A small venting session with a friend can help you release any negativity you have been harvesting.