As anyone in customer service knows, being the recipient of mean-spirited or just plain angry behavior day in and day out can take its toll. If you don't develop effective skills for managing your emotional state despite such treatment, you're likely to develop the "rhino hide" and "you've obviously confused me with someone who cares" attitude that burnt out CS people develop as a protective device.

While some people seem to naturally not take things personally, I think for most of us, it takes serious work. Here are some suggestions extracted from some of my seminar handouts...

1.Teach your employees “Everything Matters.” Every interaction they have with your customers affects your reputation – for better or for worse.

2.Give your employees opportunities to make a difference. Ask them to help you analyze how your policies, practices, and processes could be more customer-friendly. This increases the likelihood they'll feel -- and act -- engaged. (By the way, Gallup's research shows that only 26% of employees report feeling engaged -- i.e. caring about helping their company succeed.)

On the same day last week, I witnessed examples of both ends of the spectrum. First, CSR as Cyborg and then the human being example…

While waiting in line at an electronics store, I observe a woman rummaging through her wallet for the correct change. With a self-conscious laugh, she apologizes to the clerk for how long it is taking her to find the right change. Meanwhile, the young man behind the counter continues to stare at the cash register, face impassive, making no comment...