Productivity comes from being positive. B.L. Fredrickson found out in her study that positive emotions contribute in broadening someone’s sense of possibilities. It can help you see opportunity in every difficulty, not the other way around. Positive attitude, in addition, helps you cope easily with the daily struggles. Although optimism is a decision you have to make, the habit of positive thinking improves your work. Moreover, staying positive over different situations is a character technical support services agents need to keep in themselves.
Technical support service agents are responsible of talking to clients over the phone or e-mail. They help clients identify problems and find solutions to it. They guide clients through corrective steps. But for those times that clients become irate, technical support service agents must remain positive. Keeping a positive outlook in any work environment helps in productivity but in a situation when the client is becoming irate towards the technical support service agent, positivity becomes the saving grace. The habit of positive thinking can concretely help agents come up with appropriate solutions to client concerns. Since negative feelings such as stress is something technical support service agent cannot avoid in his work environment, here are some of the possible ways he can keep a positive attitude. Make a list of words and phrases that can affect your conversation positively. Since you are not going to talk to your clients face to face, you need to carefully choose your words. Clients have unique characteristics and they are dealing with different human situations, thus you need to analyze them. Here are four of the main customer personality types: the offloader, the legitimate grievance, the vulgarian and the threat-maker. You can identify each of them according to the tone of their voice and word choice. To set the conversation mood especially when the client is being profane, check your list of positive words and phrases appropriate to use in each kind of customer’s personality. Keep a gratitude journal. To help you remind yourself of the positive things in life, write down the good things you have received. For instance, if you have been awarded as one of the Top 10 agents in your company, mark down the day. Reading positive things and events that have happened to you during times when you are being alone and feeling stressed can help you remind yourself of the good things in life. It can help you see the half-full glass over the half-empty one. Breathe. Whenever you feel tempted to answer negatively to your client or workmates and supervisor, take time to breathe. Do not let negative emotions run you over—let them out! And if you are still having a hard time seeing the good of a situation, go back to your gratitude journal and read from it. When pointed to problems, make your solutions ready. It is especially important when you have noticed a room of improvement in your team’s technique. However, you need to keep being respectful in making your suggestions. Positivity is a habit. You cannot go to sleep tonight and wake up the next morning with a totally different perspective. However, you can always start today. Reduce the stress of work and be an efficient technical support service agent by living with a positive outlook.
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