csrholidays.html

Five Ways to Keep CSR’s Merry During Holiday Stress


‘Tis the season for long lines, high call volume and challenging customers, all which can lead to increased stress for your customer service representatives. Employee stress matters to managers because increased anxiety during the hectic season wears down an employee’s ability to perform at the top of his or her game and can lead to costly mistakes and unhappy customers. Here’s how managers can help CSR’s diffuse stress during the holiday frenzy:

1. Lead by example and learn to maintain your composure under pressure. Thomas Jefferson said, "Nothing gives one person so much advantage over another as to remain cool and unruffled under all circumstances."

2. Recognize employees for a job well done. A simple thank you note is more important than money to most people. People want to be valued for what they bring to an organization. When individuals are recognized for their performance, they have an increased sense of self-worth because they are contributing to the organization.

3. Create an environment that is energizing. Modify your physical workplace as much as possible. Create a new office furniture arrangement; add pictures, music, a bulletin board, to boost energy and positive emotions.

4. Use fun and low-cost stress busters. Set a specific time and make an announcement that it's time to de-stress. Reps can take a few moments to extricate themselves from the phone, do some stretches, take a quick stroll, or shoot the breeze with co-workers. Or try a "bad call of the day" contest, in which sales reps share their most onerous call, and the team votes on who wins a gift certificate to a local restaurant.

5. Understand the importance of emotions. Feelings are a part of daily life and daily business. When people feel anxiety they become poor performers, so make sure you deal with these issues sooner rather than later.

The stress of the holidays are a challenge for CSRs and customers – personally and professionally. Let the positive nature of the holiday spirit be a motivator as well!

Happy Holidays to All.