I read an article recently that mentioned how actors, when describing another actor’s performance, frequently use the word brilliant. In fact, the writer commented on how rare it is for the word brilliant to not be used in the description of a performance.
A fact of being human is that we experience a wide range of emotions including happiness, pride, jealousy, sadness, and frustration. One emotion that can be difficult to deal with is our anger. When our work involves serving others, we can sometimes encounter situations that make us angry. Anger, in itself, is not bad and, in fact, can serve as warning sign that something is wrong and it can be a positive catalyst for change. Anger, however, when it is expressed in hurtful or destructive ways can cause problems in relationships (both personal and professional) and can lead to debilitating health problems. When not managed effectively, anger is a flame that consumes its host.
Whether we work on the help desk or in some other customer service capacity, or even if we don’t work in customer service at all, we sometimes have to deal with people who are angry. I’ve created a customer service training video based on this blog post and the rest of the post is just below the video.