How can customer service managers help their teams stay calm under pressure?

Para comprender primero debemos generar un ambiente de confianza para nuestro equipo, por lo que es importante tener la predisposición desde la gerencia de tener una vía abierta de comunicación constante.

¿Qué hace la gente que tenemos a cargo sea pròspera, exitosa y sea feliz?: Tenemos que aplicar 06 acciones fundamentales. Aplicar sólo una acción, es posible que no sea suficiente. 1. Programar su recuperación a lo largo del día 2. El ejercicio como estilo de vida 3. Respirar profundamente 4. La meditación 5. La Gratitud 6. La risa Sobre el deporte que debe practicar todo ejecutivo. “...En cierto modo, el ejercicio puede ser considerado el tratamiento de ensueño. Funciona en la ansiedad, en el trastorno de pánico y el estrés, que tiene mucho que ver con la depresión . Y genera la liberación de neurotransmisores -serotonina y dopamina-que son muy similares a los medicamentos psiquiátricos más importantes..."Psc. John Ratey, Libro: “Spark”

Provide stress management training. Encourage open communication and support among colleagues. Offer relaxation and stress management resources. Recognize successes and celebrate achievements. Lead by example with calm and supportive leadership.

El exceso de la labor en los ejecutivos: El sueño se divide en cuatro etapas, relacionadas con la actividad cerebral. Las últimas 2 etapas son de descanso son de DESCANSO PROFUNDO y las responsables de la recuperación completa. Entre 12 y 24 horas sin dormir. -Malestar corporal. -Irritabilidad y desánimo. -Leves alteraciones de concentración. -Bajos reflejos y memoria en el área de mayor rendimiento. -Aumento claro de la somnolencia. Entre 24 y 48 horas sin dormir. -Alteraciones graves en los reflejos (Corporales y oculares). -Alteraciones en los tiempos de reacción. -Movimiento involuntario de los ojos. -Incremento exponencial de la somnolencia. -Se acentúa la irritabilidad y el desánimo.

It's all about understanding and inspiring people to do more good and strive to be a better person. Always connect and ask what you can do and how you can help.

During team meetings, I've routinely set aside time to invite team members to share "wins & lessons" from the week to share an accomplishment as well as something that they learned that the rest of the group would benefit from. This often resulted in great discussions and a supportive forum for working through shared problems to come up with solutions that everyone could benefit from. This was especially useful to the team members who hadn't yet come across the situation yet - they were more aware of the possibility and better prepared to handle it based on other's prior experiences.

I agree that fostering a sense of teamwork can go a long way. No matter how busy I am, I have always made sure that I am available for a team member when they need me. I also do team huddles where members can detail any challenges they facing and we can solve it collectively as a group. A regular 1:1 is also essential as some employees are hesitant share their challenges in a group setting.

One of the simplest ways to foster a supportive culture is by implementing this approach: openly praise your staff for their achievements in a public space, like an internal email to the entire company. Conversely, if a staff member makes a mistake, address it privately, outside the group, in a confidential space. Building trust over time isn't about condemnation, yelling, or shaming, but rather through professionalism and respect in handling such situations.

Provide ongoing training in the skill of communication with emphasis on maintaining your composure while allowing customer to time to “get it off their chest”. Reinforce this in an ongoing manner and, ideally, participate in role play’s with your staff demonstrating the techniques of remaining calm in face of irate individual and seeking understanding. If you are not familiar with the “mirroring” concept, seek insight as it is critical to understand and use this logical technique in process of communicating verbally. Incorporate into role play scenarios.

Trabajar en equipo y colaborativamente es la clave, si no te involucras con el equipo en muchas ocasiones se sienten solos y no hablamos de ir de la mano, es orientarlos, capacitarlos y ayudarlos a desarrollar habilidades que tienen y que no lo han desarrollado

Considero que dentro del plan de negocios del área es necesario incluir un protocolo de gestión de crisis, esto permite preparar a nuestro equipo ante situaciones que podrían ser poco comunes; pues es importante considerar que el ser humano ante la incertidumbre puede dejarse llevar por emociones que le generen inseguridad y esto lo lleve al estrés.

People on the front lines will always be the best resource for finding the right solutions. They must always be heard and shown appreciation for their knowledge and ideas

After providing extensive training and role plays to associates about their responsibilities, policies, and regulations and helping them understand ideal customer satisfaction, customer service managers should inspire their team to be creative and try new ways to solve problems. By fostering a culture of honesty, resilience, adaptability, and openness, in which mistakes are seen as opportunities for growth and learning, customer success managers set their teams for innovation and success. Everyone has a sense of pride in their work; allowing them to show their creativity increases their engagement with their peers and workplace.

Autonomy is one of the most powerful tools we can give to our team members. It says that you not only trust their decision making skills but you value them as a team member. As long as you have spent that critical period during onboarding, mentoring and coaching them correctly; you should have a high-performing team.

Los programas de capacitación son importantes en todas las áreas incluidas en atencion al cliente, además de implementar programas de mentoring a colaboradores que se están iniciando, generar planes de contingencia para resolver conflictos y una cultura de colaboración entre todos los miembros del sector.

The importance of providing emotional support and empathy to your team should never underestimated. Our organization implemented 15-minute "Be That Buddy" huddles before work started every day. It was a way for structured time to breathe and stretch, listen to concerns, come up with solutions to challenges, celebrate big as well as small wins, and inspire each other to do our best at all times - while being that 'buddy' who was always there to support and cheer on others. Huddles were manned by a new team member each week to hone leadership skills and showing confidence in new abilities. Lastly, our slogan was "no-one left behind" which meant anyone for example could put their hand up for support and not be afraid of being judged.

I believe that good leaders are not afraid to have a genuine connection with their employees and they have good judgement on their boundaries to keep all conversations professional. For those people that feel uneasy with this, they should seek mentorship to enhance their leadership in this area. Providing emotional support can be simply knowing your team good enough to know when something is wrong and reaching out before their performance is impacted. I believe leadership that inspires high production leads by example displaying that emotional support in not only on 1:1 but also in team meetings by creating a culture of understanding, support, and empathy! Oh and transparency…

Let’s face it, the customer service industry can be an emotional place. It is critical to learn how to manage your emotions and communicate effectively with others, even when they are spinning out of control. The best way to handle difficult situations is to give your team the proper training on how to handle such situations. Be attentive to their needs and be there now. Give them an edge with the ability to stay calm, cool, and collected in the face of emotional outbursts of others through reassurance. Teach your team to avert the worst things to say in emotionally charged situations - use specific words and phrases instead, make them understand the reason why difficult people are difficult and what they can and cannot do about it.

This for me, is to have the team member take time off. If they wish to speak to someone or just vent, I am always a willing ear. I also write personal recommendations because, let's face it, even the most hardworking team member does well when they feel appreciated.

Provide emotional support by actively listening to team members, acknowledging their feelings, and expressing empathy. Create a safe space for open communication, allowing individuals to share their concerns or challenges. Offer assistance when needed and encourage a work environment where emotions are respected. Recognize and validate accomplishments, and be responsive to the emotional well-being of your team. By demonstrating empathy and understanding, you contribute to a supportive atmosphere that fosters trust and a sense of community within the team.

Don't only talk but Walk your Talk! In crisis or any tough situation, decision making team should have faith in their Boss , that he will handle it because of his expertise and not because he is a boss ! In Automotive things work like this..when required boss need to fold his sleeves and showcase..do it and don't hesitate . This will add the respect as nowadays it's more of Talk and big analytical language ...everybody talks..But *How to do it * is big missa which makes team frustrat. Hence simply walk the Talk and lead by showing how, step by step and review it at regular intervals. Things will be much different for sure !

Never make the mistake of telling your team what to do but not do it yourself. Even worse is not rolling up your shirt sleeves and getting down in the trenches with them during a crisis. Leading by example not only motivates your team but builds respect for you as a person they can trust to have their back. Showing your team for example how to stay calm, professional and respectful when dealing with difficult verbally abusive customers - not in a memo or email but by letting them see you interfacing with the customer yourself - goes a long way; it shows that no job is beneath you and that you understand first hand what they are going through, hence your support.

I always tell my team that regardless of what is going on , at some point we will be done, it will stop, we go home, etc. There is nothing happening right now that is permanent. Tomorrow is another day to address it, fix it, or forget it.

<<La vrai autorité vient du bas et non de la haut>> dixit TIDJANE THIAM. Un vrai leader donne toujours l'exemple à ses collaborateurs il reste opérationnel de sorte que ses collaborateurs lui donnent l'autorité tout naturellement

There is nothing worse than being under a great deal of stress and your supervisor or manager not pitching in to help. When I manage I check in with my staff and see how things are going and if things were getting a little to busy I would jump in and help right away. That is why I feel in management it is important to have worked your way up so you know every position you are managing and step in from time to time to keep your skills sharp.

Customer service can be one of the hardest things to get right; maybe because it has a gazillion and one moving parts - most of these being humans with emotions, perspectives and needs to be filled immediately. Recognising "pressure-cooking" situations that can explode into potentially stressful moments, and developing coping strategies in advance to manage same, supports the team by training them to know what to do and when to do it aka they can be the calm within the storm. Also, encouraging the team to (a) learn to recognise the signs of stress, (b) notice when a team member is stressed and not managing the pressure well, and (c) offer support when needed is great for keeping everyone on a calm even keel - mostly!

Puede ser conflictos dentro de un equipo de trabajo, en general todos somos únicos y tenemos diferentes maneras de trabajar y ser, en ocasiones existen diferencias personales que afectan en gran medida el trabajo, que se puede hacer en estos casos ?

Foster a positive work environment, Create a supportive and encouraging workplace culture that allows team members to feel valued and appreciated, which can help them stay composed during challenging situations.