Ways in Which Emotions Negatively Impact Customer Service
- When a customer service representative exhibits emotions such as anger or indifference when dealing with patrons, her customer service is poor. The worker must place value in the quality of her work as well as the satisfaction of her customers -- even if that means faking her feelings -- to deliver positive customer service. When a worker doesn't care about the delivery of her service or allows her anger to spill over into her work, the quality of her work will suffer.
- If a customer experiences poor customer service from an employee who exhibits emotions that make him feel uncomfortable, awkward or upset, he may not return to the business again. According to David Lee, founder of the website HumanNature@Work, the most common reason that customers decide not to patronize a business again is the lack of emotion -- or indifference -- of the employee helping them.
- Even the most subtle of emotions, such as a brief glare, can negatively impact customer service. Emotions prove contagious, so if one employee comes to work moody and sour, other employees can pick up on the negativity and it can affect the way they do their jobs.
- To avoid allowing emotions to negatively impact customer service, be aware of your emotions and know how to counteract them. For instance, when you feel annoyance, worry, anger, indifference or unhappiness at work, stop and ask yourself why you feel the way you do or practice some calming techniques. If you evaluate the cause, you can figure out how to counteract it. If you find yourself becoming angry with demanding customers, take a deep breath and count to 10 while giving your best effort to find a solution to the problem.
