Supporting Stressed Out Relocating Employees Today with Ease
Employees on the front lines of customer service across the United States feel that bad behavior from the public is more common today than before COVID and that insults, rants, and rudeness are on the rise. Why is this happening more and how can it be best dealt with?
Post-pandemic Incivility
Any customer service professional knows they are likely to encounter a rude, impatient, or irrational customer among the countless pleasant and professional ones served. In the latest National Customer Rage Survey, 17 percent of Americans admitted to being uncivil in interactions with businesses.
Nevertheless, the frequency of irritable people seems clearly on the rise compared to the past. This could be attributed to more people reporting lower levels of sleep, exercise, and self-care and higher levels of stress, daily costs and being time-starved. In fact, Americans who want more time in their lives are happier than those who want more money, according to the journal Social Psychological and Personality Science.
The phrase “Everyone has a Microphone” captures the inclusiveness of online communications in today’s hyper-digital age, but it also enables people to use more harsh language behind a keyboard than if the same interaction was face-to-face, for instance. Psychologists feel technology, despite its many benefits, can sometimes lead to human disconnection when a human touch is needed most.
After all, according to a Harvard Business Review article “Frontline Work When Everyone is Angry,” the average person takes in considerable amounts of negativity online each day – both consciously and unconsciously – and the content one consumes not only affect ourselves, but others too.
A strong relocation management partner will appreciate that moving can be a stressful life event for employee/family customers. Patience and empathy, as well as turning any negative encounters into opportunities for growth and positive outcomes, are the difference. Consider the following service tactics.
A Deeper Empathetic, Service Mindset
Simon Sinek once said, "Communication is not about speaking what we think. Communication is about ensuring others hear what we mean."
Understanding and acknowledging emotions behind a customer’s anger or impatience is key to addressing their concerns in a positive manner. It may be difficult and feel contrarian to do so in the moment, but seeing a situation through a customer’s eyes, acknowledging their frustrations, and making them feel heard can change the tone of a conversation and create calm.
This begins by hiring the right people and preparing front line professionals for success. Prepping front line team members to handle challenging customer interactions requires intentional efforts and, through workshops and role-playing exercises is necessary to learn to respond calmly and confidently-- even in the rare occurrence of hurtful verbal abuse.
Active listening, positive language, and clear expectations are the pillars of impactful communication
and communicating effectively can turn tense situations into opportunities for resolution.
"My Account Executive makes you feel very welcome and that she always has time for you. Even when my husband was getting feisty with her over something that was NOT in her control, she maintained her professionalism and even harder, her cheery attitude. Not many people can do that...”
~ NEI Client Relocating Employee Customer
Tailoring Solutions to Relocating Employees
American technology executive and writer Sheryl Sanberg said, “Leadership is about making others better as a result of your presence and making sure that impact lasts in your absence.”
Understanding different customer archetypes is akin to decoding a puzzle and each requires a unique approach. Whether it's addressing the impatient, building trust with the angry, or exceeding expectations of perfectionists, tailoring approaches leads to greater customer satisfaction.
Maintaining a professional, empathetic equilibrium fosters resilience to oversee difficult customer situations successfully and enabling companies to deliver service with a tailored approach for each individual. For instance, if a customer is curt or abrasive, it’s important to recognize they want the customer service representative to get straight to the point. Likewise, other relocating employee customers need to build trust with their representative and may need extra time to open up or discuss certain topics.
In every relocation management professional's service skills kit, identifying potential protection concerns and assessing when a client or management should intervene is paramount for protecting the customer service representative and team.
Finally, implementing instant and regular satisfaction and feedback mechanisms allow customer service companies, like NEI, to gauge the effectiveness of strategies and make data-driven decisions to enhance customer service efforts.
“My Account Executive was the brightest spot…available, understanding, kind, always quick to reply and help find solutions…She was always there to provide support, peace of mind and a ray of sunshine.”
~ NEI Client Relocating Employee Customer
Rudeness: Like the Common Cold
Research reported in the Harvard Business Review shows rudeness may be like the common cold: “It’s contagious, it spreads quickly, anyone can be a carrier — at work, at home, online, or in our communities — and getting infected doesn’t take much.”
Yet, with a positive mindset – and by embracing patience, empathy, and effective communications – global relocation management professionals can transform challenging customer interactions into positive, lasting impressions and success stories.
Proactively counseling relocating employees is more than just connecting at key touch points. It’s also about appreciating and managing the emotional ups and downs of relocating. It’s about doing so with calm, grace, and professionalism.
For more information on our customer service approach and awards or any other needs or to discuss in more detail, please reach out to your NEI representative.
Supporting Stressed Out Relocating Employees Today with Ease
Employees on the front lines of customer service across the United States feel that bad behavior from the public is more common today than before COVID and that insults, rants, and rudeness are on the rise. Why is this happening more and how can it be best dealt with?
Post-pandemic Incivility
Any customer service professional knows they are likely to encounter a rude, impatient, or irrational customer among the countless pleasant and professional ones served. In the latest National Customer Rage Survey, 17 percent of Americans admitted to being uncivil in interactions with businesses.
Nevertheless, the frequency of irritable people seems clearly on the rise compared to the past. This could be attributed to more people reporting lower levels of sleep, exercise, and self-care and higher levels of stress, daily costs and being time-starved. In fact, Americans who want more time in their lives are happier than those who want more money, according to the journal Social Psychological and Personality Science.
The phrase “Everyone has a Microphone” captures the inclusiveness of online communications in today’s hyper-digital age, but it also enables people to use more harsh language behind a keyboard than if the same interaction was face-to-face, for instance. Psychologists feel technology, despite its many benefits, can sometimes lead to human disconnection when a human touch is needed most.
After all, according to a Harvard Business Review article “Frontline Work When Everyone is Angry,” the average person takes in considerable amounts of negativity online each day – both consciously and unconsciously – and the content one consumes not only affect ourselves, but others too.
A strong relocation management partner will appreciate that moving can be a stressful life event for employee/family customers. Patience and empathy, as well as turning any negative encounters into opportunities for growth and positive outcomes, are the difference. Consider the following service tactics.
A Deeper Empathetic, Service Mindset
Simon Sinek once said, "Communication is not about speaking what we think. Communication is about ensuring others hear what we mean."
Understanding and acknowledging emotions behind a customer’s anger or impatience is key to addressing their concerns in a positive manner. It may be difficult and feel contrarian to do so in the moment, but seeing a situation through a customer’s eyes, acknowledging their frustrations, and making them feel heard can change the tone of a conversation and create calm.
This begins by hiring the right people and preparing front line professionals for success. Prepping front line team members to handle challenging customer interactions requires intentional efforts and, through workshops and role-playing exercises is necessary to learn to respond calmly and confidently-- even in the rare occurrence of hurtful verbal abuse.
Active listening, positive language, and clear expectations are the pillars of impactful communication
and communicating effectively can turn tense situations into opportunities for resolution.
"My Account Executive makes you feel very welcome and that she always has time for you. Even when my husband was getting feisty with her over something that was NOT in her control, she maintained her professionalism and even harder, her cheery attitude. Not many people can do that...”
~ NEI Client Relocating Employee Customer
Tailoring Solutions to Relocating Employees
American technology executive and writer Sheryl Sanberg said, “Leadership is about making others better as a result of your presence and making sure that impact lasts in your absence.”
Understanding different customer archetypes is akin to decoding a puzzle and each requires a unique approach. Whether it's addressing the impatient, building trust with the angry, or exceeding expectations of perfectionists, tailoring approaches leads to greater customer satisfaction.
Maintaining a professional, empathetic equilibrium fosters resilience to oversee difficult customer situations successfully and enabling companies to deliver service with a tailored approach for each individual. For instance, if a customer is curt or abrasive, it’s important to recognize they want the customer service representative to get straight to the point. Likewise, other relocating employee customers need to build trust with their representative and may need extra time to open up or discuss certain topics.
In every relocation management professional's service skills kit, identifying potential protection concerns and assessing when a client or management should intervene is paramount for protecting the customer service representative and team.
Finally, implementing instant and regular satisfaction and feedback mechanisms allow customer service companies, like NEI, to gauge the effectiveness of strategies and make data-driven decisions to enhance customer service efforts.
“My Account Executive was the brightest spot…available, understanding, kind, always quick to reply and help find solutions…She was always there to provide support, peace of mind and a ray of sunshine.”
~ NEI Client Relocating Employee Customer
Rudeness: Like the Common Cold
Research reported in the Harvard Business Review shows rudeness may be like the common cold: “It’s contagious, it spreads quickly, anyone can be a carrier — at work, at home, online, or in our communities — and getting infected doesn’t take much.”
Yet, with a positive mindset – and by embracing patience, empathy, and effective communications – global relocation management professionals can transform challenging customer interactions into positive, lasting impressions and success stories.
Proactively counseling relocating employees is more than just connecting at key touch points. It’s also about appreciating and managing the emotional ups and downs of relocating. It’s about doing so with calm, grace, and professionalism.
For more information on our customer service approach and awards or any other needs or to discuss in more detail, please reach out to your NEI representative.
