I wore many hats when I was a manager for Wet Seal. Sometimes I was cashier, but more often than not I was a psychologist to my employees. I told them that they shouldn't bring their problems to work, but I understood that was just easier said than done.
Even though some CSR's didn't voice their problems, I could sense it in their demeanor and the level of customer service they provided. I could also look at their low sales and immediately see that they weren't focused. This didn't happen very often, but when it did, it affected the whole work environment.
Customers can sense negative energy - whether it be consciously or subconsciously. As a manager, it can be a challenge to help a CSR "snap out of it" and refocus. What I did was have that person do something that I knew they liked to do or we worked on something together. I made sure that they had a good laugh in the process. This usually put them in a better mood.
If you're a CSR reading this and your moodiness is affecting your service, I would highly recommend repeating to yourself, "I am happy!" Smile as you silently repeat it in your head. It's a simple technique and you'd be surprised how quick your mood changes.
Let's face it, we'll always have problems (I like to call them "challenges") in our lives. It's all a matter of looking at the positive in everything. If you can achieve this, believe me, you'll be a much happier person and your level of service will reflect it.
Comment Preview