Being a customer service agent is demanding. You navigate constant calls, complex requests, and even frustrated customers while striving to deliver excellent service. It’s normal to want to feel valued and recognized. Research shows that employees in organizations with recognition and reward programs are 82 percent more motivated than those without.¹ This highlights the importance of feeling valued.
However, for customer service representatives, these efforts often go unnoticed. It’s no surprise that many agents struggle with feeling undervalued and underappreciated. These feelings cause you to lose motivation, affecting your job performance and overall satisfaction.
While external validation is motivating, it shouldn’t define your drive. Take control of your motivation levels through your actions and mindset.
Common Challenges Customer Service Agents Face
Aside from the lack of workplace recognition, other factors that contribute to agents feeling undervalued:
1. High Call Volume and Constant Demands
Customer service representative jobs often take several calls without stopping to catch their breath. Research indicates that a call center handles 4,000 to 10,000 calls weekly with each service manager making an average of 50 daily.² Making about 50 calls of 10-30 minutes can leave any customer support representative feeling worn out and tired.
2. Dealing with Rude or Angry Customers
People can be annoying sometimes. Frustrated or even rude customers will often vent their feelings on you. When that happens repeatedly, it’s easy to forget that their anger isn’t necessarily directed at you but at the situation. Internalizing this anger can dampen your mood and, ultimately, motivation.
Read More: The Hidden Costs of Disengaged Agents: How Low Morale Impacts Your Contact Center
Tips to Boost Motivation and Combat Feelings of Underappreciation
If you feel undervalued and underappreciated, here are some tips to help you boost your energy and motivation in your customer service job.
Tip 1: Shift Your Perspective
How a customer communicates on a call is not within your control. What’s within your control, however, is your reaction. So, during negative interactions on the job, it helps to reframe negative interactions and focus on the intent, not the action.
For instance, a customer is upset about a delayed order. Instead of getting overwhelmed and assuming “This customer is yelling at me,” try “This customer is frustrated, let’s help them calm down.” Then help them track their order, offer apologies for the inconvenience, and suggest solutions like expedited shipping.
This perspective shifts your focus from internalizing the negativity to finding a resolution, which causes customer satisfaction and boosts your mood. It’s a win-win outcome for you and the customer.
Tip 2: Develop a Growth Mindset and Set Personal Goals
If you’ve been a customer service representative for a while, things can begin to feel a bit routine, so try to switch things up. A way to do that is to learn and grow. A “growth mindset” entails believing you can improve with effort through goal setting. By setting personal goals, you’ll gain new skills that fuel your sense of accomplishment.
Some personal goal ideas include:
- Become a Product Expert: Aim to learn everything you can about the different products or services your company offers. This learning shouldn’t be limited to your department only. You can pick up new skills and transferable knowledge, improving your expertise on the job and doors for new opportunities.
- Master Communication Skills: Set a goal to improve your active listening skills or communication techniques to better connect with customers. You can do this by taking a course or practicing listening hacks. For instance, learning to listen to understand helps you objectively understand customers’ complaints and solve problems from the root. Learning de-escalation techniques helps you handle difficult situations better and improve customer success.
Small goals lead to big improvements. So, embrace a growth mindset by becoming a lifelong learner, set some personal goals, and watch your motivation improve.
Tip 3: Personalize Your Workspace
Your environment can significantly impact your mood and productivity. Personalize your workspace with a comfortable chair, positive quotes, or a small plant. Even a portrait of a loved one, a healthy snack, or a water bottle within easy reach can make a big difference. A little effort can go a long way in creating a space that fuels your focus and motivation.
Tip 4: Leverage Internal Resources
Many companies offer internal resources to support employee well-being and professional development, so take advantage of these. For instance, your center may offer confidential counseling services through employee assistance programs (EAPs) to help with stress management and other personal challenges.
Look for opportunities to learn new skills or gain additional certifications relevant to your role or career aspirations, perhaps in areas like technical support or customer service excellence. This will boost your confidence and motivation.
Tip 5: Find Creative Outlets
Let your customer experience skills shine outside of work. Engaging your skills differently can keep you passionate and motivated. Volunteer at a hotline, support friends and family, or start a customer service-themed blog.
Additionally, take up a new hobby or sports activity that lets you unwind and recharge after work. Painting, gardening, hiking, playing recreational sports, or learning a musical instrument provides a mental break from work demands.
Tip 6: Practice Self-Care and Stress Management Techniques
Imagine you just calmed down a frustrated customer, but the phone immediately rings with another frustrated customer yelling. Over time, repeated experiences like this can cause any customer care representative to feel overwhelmed and stressed. So, taking care of yourself is key! To manage stress, you can practice:
- Short Breaks: A few minutes to stretch, grab a healthy snack, or take some deep breaths can make a big difference.
- Mindfulness Techniques: Short meditation exercises or listening to calming music can help you stay centered during your shift.
- Healthy Habits: Getting enough sleep, eating nutritious meals, and staying hydrated all contribute to improved energy levels and better stress management.
Taking these small breaks and prioritizing your well-being shows you value yourself – and that sets a positive tone to your day. It also helps you be prepared to manage customers’ backlash, without it taking a toll on you.
Tip 7: Seek Support from Your Team
After a tough day with angry customers, reach out to a supportive colleague or experienced customer service representative (CSR), and vent your frustrations. Like a support group, they might offer a listening ear or share tips that helped them deal with similar situations. They can also offer valuable advice on mastering new products that improve difficult situations.
To build a supportive work team, you must be one, too. Strong relationships are built on mutual support, so help your colleagues whenever you can and offer a listening ear when they need it. Initiate team-building activities, too. You can also talk to your manager about mentorship opportunities. This can be a valuable resource and motivation booster.
Read More: The Ultimate Guide to Combat Customer Service Burnout: Symptoms, Causes, and Solutions
Tip 8: Celebrate Small Wins and Successes
When you feel like your hard work as a customer service agent isn’t noticed; be your cheerleader. Recognizing your achievements, even the “small wins,” can make a big difference in your motivation. Some small victories to celebrate include:
- Getting a Positive Review: Did a customer go out of their way to compliment your service on a survey? Write it down or share it with a team member! Positive feedback is a reminder that you’re making a difference.
- Crushing Your Goals: Did you exceed your daily targets for resolving customer inquiries? Take a moment to acknowledge your accomplishment. Small victories show you’re improving and exceeding expectations.
- De-escalating a Tense Situation: Sometimes, calming down a frustrated customer is the biggest win. If you managed to turn a frown into a smile with your patience and problem-solving skills, that’s a victory worth celebrating!
Feeling undervalued is normal. But by setting goals, caring for yourself, and celebrating your wins, you can overcome these challenges and boost your motivation as a customer service specialist!
TAKE YOUR CUSTOMER SERVICE SKILLS TO THE NEXT LEVEL WITH SALEM SOLUTIONS
Experiencing frustration and demotivation in your agent job is common. But with simple adjustments, you can transform your work environment. If you’re seeking your next agent role, collaborate with Salem Solutions. We connect talented agents with amazing companies, empowering agents to thrive by offering tailored opportunities to reignite your passion for customer service.
Search our job openings or contact us today to see how we can help you find your ideal role.
References
- Wilson, Madeline. “Workplace Statistics: Understanding the Trends Shaping the Modern Workplace.” BucketList Rewards, 4 Aug. 2023, bucketlistrewards.com/blog/workplace-statistics-trends. Accessed 18 June 2024.
- “The state of customer care in 2022.” McKinsey & Company, 8 July 2022, www.mckinsey.com/capabilities/operations/our-insights/the-state-of-customer-care-in-2022. Accessed 18 June 2024.
