I recently took a stress test. Not the kind your doctor gives you, but a written test that identifies stress factors in one’s life. A few days later, I was handed an information packet as I was walking into the store that gave me a check list of stressors and stress busters. That was followed by receiving information on the body’s response to stress which included:
Increased heart rate; heart palpitations
Muscle tension
Breathing rate increases
Fatigue and dizziness

If I didn’t consider the possibility that I could be stressed before this chain of events, now I felt the cosmos were telling me I needed to take inventory. I don’t know if it was my personality type or my ego that made me believe that stress happens to weak people. I did take an inventory of some of the body’s responses to stress and I couldn’t dismiss that I have muscle tension, heart palpitations and fatigue. Darn! I thought I was perfect!

How Stress Affects Customer Service
1) Inability to shrug off negativity- A complaining customer, sarcastic co-worker or demanding boss can push the CSR to tears or anger.
2) Lack of focus- Details are overlooked, follow through is forgotten, new information is not grasped. These small mistakes have a cost which may be in the form of dollars, time or customer dissatisfaction.
3) Attendance issues- Stress makes one susceptible to illness and it produces physical symptoms that can mimic heart problems.

Your customers may be stressed if they:
*lack patience
*make irrational requests
*demand to speak to a manager
*use bad language
*can’t grasp the details you provide
*cry or scream

Smart Managers should:
 Be aware of personal problems the customer service representatives may be experiencing such as a sick family member, divorce or quitting smoking.
 Consider offering services that can help your team deal with stress. Your health insurance carrier may offer incentives if you bring in a massage therapist or nutritionist, for example. Local hospitals or medical practices may offer free workshops, too.
 Buy a couple “managing stress” DVDs from Amazon and share them with your team. You can get some great deals on used products.
 Laugh-The Mayo Clinic reports that laughter fires up and then cools down your stress response and increases your heart rate and blood pressure. The result? A good, relaxed feeling.