Stress And Customer Service


Stress And Customer Service 1

Stress and customer service
Most people would assume that the​ most stressful job for a​ retail company falls squarely on​ the​ shoulders of​ the​ sales staff .​
Sales personnel have to​ deal with the​ pressures of​ facing the​ customers on​ a​ regular basis,​ as​ well as​ finding ways to​ work around the​ usual objections .​
There's also the​ stress and anxiety often associated with having to​ deal with some of​ the​ more hostile customers that one might encounter .​
This is​ true whether you're the​ one doing the​ marketing or​ if​ the​ customers come to​ you.
However,​ the​ notion that salesmen have more stress and anxiety than anyone else in​ their companies is​ false .​
The harsh reality is​ that,​ most of​ the​ time,​ the​ stress and anxiety of​ the​ sales staff pales in​ comparison to​ what one other division of​ the​ company has to​ handle .​
For anyone that's worked in​ that sort of​ job,​ customer service is​ the​ prime incarnation of​ a​ high stress and anxiety job.
Customer service personnel are typically expected to​ handle pretty much any possible complaint or​ problem a​ customer might have .​
While most products of​ a​ technical nature,​ such as​ computers and consumer electronics,​ defer technical problems to​ technical support,​ for most retail items,​ the​ customer service team ends up developing the​ solutions .​
The stress and anxiety of​ having to​ find solutions to​ problems that,​ in​ some cases,​ are no longer the​ company's fault has a​ tendency to​ produce either frustrated and burned-out employees,​ or​ ones that have serious stress-related psychological issues.
A huge chunk of​ the​ work of​ customer service,​ particularly when it​ comes to​ some computer companies,​ is​ fixing problems that the​ inevitably overzealous sales representatives create .​
It isn't entirely unusual for a​ sales rep to​ mention that a​ feature or​ item is​ packaged with a​ product when it​ isn't,​ leaving the​ customer service rep to​ figure out a​ way out of​ the​ mess when the​ customer inevitably calls in​ .​
Explaining how this came about is​ a​ difficult task already,​ getting progressively harder when customers insist on​ getting a​ product they didn't pay for .​
This typically happens in​ the​ sales department of​ some of​ the​ larger computer companies,​ particularly in​ their phone-in sales divisions.
Apart from that,​ customer service representatives have to​ deal with the​ countless complaints that people launch over even the​ slightest dissatisfaction with a​ product .​
When processing a​ return,​ they also have to​ face the​ stress and anxiety of​ facing the​ customer's anger and disbelief over why it​ takes so long for their credit (assuming credit was used and not cash) to​ be given back .​
Another difficulty lies in​ the​ fact that the​ rep has to​ find an​ acceptable solution (and,​ in​ some instances,​ a​ concession) to​ the​ customer's problem,​ but not deviate from the​ often strict and stringent policies of​ the​ company.
It is​ a​ common misconception that customer service personnel can make arrangements for anything and everything that a​ customer asks for .​
The simple fact is​ that,​ while they may have the​ power to​ hand out concessions and fix certain issues,​ the​ problem is​ that the​ power they have is​ limited .​
It is​ limited by the​ internal policies and procedures of​ the​ company,​ not to​ mention what arrangements and procedures that a​ rep at​ their level can make.



Stress And Customer Service



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