It can be extremely difficult to remain positive in a negative setting. And when coworkers are complaining or bad-mouthing customers it creates not just a negative setting, but a “toxic environment.”
Resolve to keep your environment non-toxic with these tips from the January issue of Customer Communicator, the newsletter for frontline reps:
Don’t start toxic talk. Even if you and other reps see negative talk as simply “blowing off steam,” it can develop into a culture of negativity.
Don’t get caught up in toxic talk. When others engage in negative comments or complaints about customers, try to turn the conversation around. One way to do this is to brainstorm ways that the situation could have been handled differently.
Don’t ignore the situation. If toxic talk is becoming a regular practice in your workplace, you might have to have a discussion with your supervisor. Not to point fingers or name names, but to talk about how this makes it difficult to maintain a positive, customer-oriented culture.
More on remaining positive in the New Year appears in the January issue of Customer Communicator.