Helping Employees Overcome Emotional Roadblocks

Customer service is an emotional job. There are highs associated with knowing you helped someone, and there are lows that come from working with challenging customers, co-workers, or even bosses. Helping employees avoid or manage negative emotions is essential to creating an organisation that consistently serves its customers at the highest level.

Below are some solutions:

• Make employees, not customers, the top priority for the organisation. The employee-first approach fosters a supportive work environment, promotes a sense of belonging, and encourages self-esteem.
• Meet with employees - in a supportive and non-judgmental way - after they have encountered an angry customer to help them learn from their experience and develop skills for handling similar situations in the future.
• Encourage employees to develop friendships with their co-workers, so they will find more enjoyment in their work environment.
• Ensure that supervisors apply a positive and supportive leadership style that encourages dedication and commitment from employees.
• Make your company a place where employees can easily leave their personal troubles behind and look forward to coming to work each day.
• Help employees identify their personal attitude anchors to help them maintain a positive outlook or recover from a negative encounter.