G U Y W I N C H P H . D .
Customer Service Week arrives every first week in October with about as much media attention and fanfare as Physician’s Assistant Day on October 6 (remember to smile when you hand them your sample) and Leif Erikson Day on October 9 (don’t forget to order your Dragon Boat cake). Yet, I would argue that customer service week is far more important than Leif Erikson Day, and not just because Leif Eriskon is dead.
Theoretically, customer service week is an opportunity for companies to show appreciation to their customer service employees as much as it is to show appreciation for their actual customers. Indeed, in most cases, it is the employees who need the appreciation more, much, much more. In my book The Squeaky Wheel, I devote an entire chapter to the stresses suffered by customer-service and call-center employees as well as what companies could do to mitigate such stresses. In addition, in a recent article in Psychology Today (The Last Bullying Frontier) I wrote about how many members of the public bully call-center employees and the impact their hostility has on the physical and especially the mental health of call-center workers.
As a response to the article I received many emails and comments from call-center employees (none from companies or call-center managers). To bring home the importance of Customer Service Week as an opportunity for companies to support, encourage, and recognize the efforts of their customer service employees, especially those who work in call-centers, here are quotes from five call-center employees who commented on the article, the stresses of their jobs and the impact those stresses have on their lives and happiness:
Quotes from Call-Center Employees about Job Stress
1. “I get callers that forget I’m a human and not the mere personification of their frustrations. I can understand their frustration, but I am not paid to be their punching bag… I sometimes see fellow employees in tears.”
2. “I’ve worked at two centers and I’ve left both after hitting breaking point with the abuse suffered. The first time I quit I took a month off before I was ready to try it again, this time in a significantly different field. The second time I quit saw a few months of daily binge drinking, serious depression, failed therapy sessions and finally starting to settle down after getting onto antidepressants… I honestly can’t recommend this kind of work to any sane person.”
3. “There is an attitude among many Americans that anyone who dares to approach them for a sale deserves abuse.”
4. “Call center survivor here…Over the course of six years in tech support, I developed an aversion to phones. Every time the phone rings I get a knot of anxiety in my gut… an implicit sense of fear and dread. I’ve talked to others who experience the same issue, and many of us can no longer comfortably talk on the phone in our personal lives…And based on the number of people I’ve talked to who experience it, I can’t help but think it’s massively common in the industry.”
5. “Thank you for this article! My husband currently works for a major cell phone service provider in their tech support division and puts up with the most insane human behavior.
We met while we both worked at a different call center, so I too know the abuses people are capable of and the toll it takes on the receiver… I hate seeing what it does to him, but we just cannot afford it [him leaving], especially in this economy. I just want to say to others, please, these representatives on the other end of the line are someone else’s loved ones. They have lives and families, just like you and no more deserve your anger and wrath any more than you would. They do not dictate company policy. They are just as much a slave to it as you are.”
Hopefully, both companies and customers can take heed and use Customer Service Week to raise awareness for the need to treat Customer Service Representatives with respect, civility, and appreciation for doing a job that is among the most stressful of all occupations.
Copyright 2011 Guy Winch
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