The April issue of Customer Communicator, the training and motivation newsletter for frontline reps, focuses on creating a positive work environment.
To do that, you may need to give up old habits, says author JoAnna Brandi — let go of the urge to dramatize, awfulize, and catastrophize.
“A lot of people will say, ’OMG, that is the worst customer that I have had all day’ or ’That person was such a terror.’ That kind of reaction can become addictive and it can affect everyone around you,” she says.
When you badmouth a customer, especially out loud to other people, you are creating a toxic environment for everybody that has to pick up a phone and deal with a customer.
Brandi adds: “You have to realize that while drama is good on reality TV, in reality, drama only causes more toxic emotions in the workplace that increase the negativity.”
Contributing to a positive workplace is covered regularly in Customer Communicator.