Hugh Macloed is a cartoonist/artist and he produced the above. To a customer service rep it has some particular value. Each of us is a different person depending on the situation. At home you are a spouse or a parent. At happy hour you are friend. We have roles and that is how we adapt to our situation and make the most appropriate actions.
Too often we forget that when we are in our role as a customer service rep, we are the company. We need to remember the company's goal, the companies vision, and the companies welfare. We should make sure our words and our actions match the company's vision. When you are at work you are the representative to the company.
This is a good thing. It allows you the distance to remove some of the emotional tension that you feel when a caller is frustrated. An actor is a play is not hurt when he stabbed or insulted on stage. Neither are you when a customer is screaming in your ear. You are just the actor in a role. We don't need to take anything personally.
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