Ability to handle stressful situations is a key skill for anyone working in customer service. This is because customers often contact the company in times of dissatisfaction, frustration or even anger.
In these situations, it is important for the agent to remain calm and know how to deal with the customer in a professional and empathetic manner. For this, you need skills such as:
- Emotional control: knowing how to identify and control one's emotions so as not to take it out on the customer;
- Empathy: putting yourself in the customer's shoes and understanding their needs and emotions;
- Clear communication: knowing how to communicate clearly and objectively, without leaving doubts or misunderstandings;
- Troubleshooting: having the ability to solve problems and find solutions to customer demands;
- Flexibility: being open to changes and adaptations to meet customer needs.
In addition to these skills, it is important that the attendant has good training and support from the company to deal with stressful situations. This includes having access to information about the products and services offered, having clear service protocols and being able to consult other sectors of the company in case of doubts.
Finally, it's important to remember that the ability to handle stressful situations is not a natural ability, but a skill that can be developed with training and practice. Therefore, it is important to invest in training and support for agents, thus ensuring quality and satisfactory service for customers.
