At the risk of stating the obvious, it’s hard to provide cheerful customer service if you’re working in a negative work environment. If CSRs have to develop a thick skin, a “whatever….” Attitude in order to deal with lack of communication, respect, tools, training, and decision-making authority; they will bring that thick skin, that “Whatever…” attitude to their customer interactions.

So what can you do? Here are four key take away points from an article I wrote titled:

Are You Really Serious About Improving Morale?

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.