Adam and Jeannie share quick tips and a little neuroscience to keep negative interactions from causing poor service and employee burnout.

Are your agents emotionally trained to handle negative interactions?

From dealing bad tempers to outbursts and emotional meltdowns, our customer-facing employees see the worst in people – sometimes daily.

It’s a natural human reaction to take on some of the negative emotions we’re exposed to. For employees, that could lead to lashing out at customers, taking it out on co-workers, and general burnout. And many other issues can stem from employees just being unhappy at work.

"The key is not to not have a reaction, but to remember how to control the reaction." -Adam Toporek

How can we stop our agents from taking these interactions too personally?

To stay focused, employees need to understand what’s actually happening in their brains when exposed to these emotions. They need to know how they can keep their emotions under control despite the negative emotions swirling around them like demons looking for a way in.

"Give them the tools they need in training so they feel like they’ve been there before..." -Jeannie Walters

Today, Adam and Jeannie are sharing a little neuroscience along with tips to help your agents take control and stay focused on the service. They cover some ways to not only recover from emotional distress, but to proactively prepare for these situations or prevent them from happening again.

Would you like to prevent burnout, ensure a consistent service experience, and keep a healthy atmosphere at your workplace healthy? Listen in!

Related Content

• 360Connext® post, Workplace Psychology and the Curse of The Cursed
• Customers That Stick® post, Save Your Customer Service Team from Vampire Customers
• Episode 173: (Tip) Resolving Customer Service Issues
• Episode 161: How to Approach Customer Threats
• We're on C-Suite Radio! Check it out for more great podcasts

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Take care of yourself and take care of your customers.

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