Crack The Customer Code

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 aro