This entry is a bit different from past ones. It is an observation and then a question for you.

I saw an interaction at a sporting event that reminded me of why it’s so important to develop the ability to maintain emotional equilibrium in the customer service field. The interaction I witnessed took place between a judge and an unhappy athlete challenging the judge’s call.

You couldn’t hear what was being said, but you could see the athlete passionately arguing his case while the judge stared at him impassively.

I was struck by the body language of the judge. He was clearly maintaining a detached demeanor; refusing to allow the athlete’s emotional plea affect him.
My first response was to sympathize with the athlete. Just as in a customer service experience, if you’re upset and want the other person to listen and care about what you’re saying, being treated in such a hardened, indifferent way doesn’t feel particularly good.

Then, I found myself thinking about the judge and how, given the macho nature of the athletes he deals with and the uncomfortable nature of those disagreements, he’s learned to protect himself from feeling emotionally beat up by developing an attitude of indifference. He had become unreachable; no one was going to get to him and work him over emotionally.

As I’m sure you’ve seen in your own experience as a customer, often when people have worked with the public too long, they develop that hard shell.

OK, so here’s the question for you…. How do you protect yourself from other people’s negative emotions and unpleasant behavior, without developing “rhino hide”? How do not let the occasional – or not so occasional – mean spirited person ruin your day, without developing a “whatever” attitude? How do you stay upbeat, despite the emotional rigors of your customer service job?

In addition to reflecting on this, write in and let us know how you do it…

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