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Customer Experience Podcast #7: Stress Management
By QBC Podcasts | August 21, 2007
In this podcast, QBC’s CEO Michael Byrne emphasises the particular importance of Stress Management for people in a customer-facing role, and discusses the unique stresses associated with Sales and Customer Service. He explains the roles of Stress Tolerance and Impulse Control in the management of stress. High Impulse Control is a common attribute of high achievers: it’s what keeps you going when the going gets tough. But it’s very important to have a Stress Tolerance to match the Impulse Control - otherwise you over-reach yourself. “You want individuals who know when they’re beyond their own tipping point”, explains Michael, and he goes on to explain how Emotional Intelligence helps us to cope with stress. The secret lies in the layers we’ve discussed in earlier podcasts: Intrapersonal and Interpersonal abilities.
The person with good Intrapersonal skills knows their own limits, and they have the assertiveness to speak up when they get into trouble. That’s when the Interpersonal goodwill they’ve built up pays dividends: “When we’re in trouble, it’s always through other people that we dig ourselves out.” As managers of customer-facing teams, we should have the empathy to spot people in difficulty and provide support when required, and when someone says they are out of their depth we should welcome the opportunity that provides to address issues in a timely way. Remember that people’s stress affects their relationships and that includes relationships with customers, as well as with prospective future employees.
Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.
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Topics: podcast, customer experience, emotional intelligence |
August 24th, 2007 at 4:29 am
Didnt think i would be listening let alone enjoying to shows about customer experience and different intelligences, but the shows are great,really good content, and good practical examples how this theory can be applied and used.
September 4th, 2007 at 3:59 pm
Stephen that’s our aspiration to take the complex and distill it down to it’s essential parts. Our goal is to present emotional intelligence in a manner that people will find useful.
Thank you for taking the time to tune in like your own site www.learnirish.ie we are appealing to niche groups who are passionate around a particular area of interest.