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Stress Management Techniques

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Stress Management Techniques

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About this activity

"In this scenario, you will reflect on how to manage your stress when dealing with an angry customer and practice customer service techniques to resolve the situation."

Created by

Theko Matibidi
Theko Matibidi
South Africa

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Stress Management Techniques
 

Stress Management TechniquesOnline version

"In this scenario, you will reflect on how to manage your stress when dealing with an angry customer and practice customer service techniques to resolve the situation."

by Theko Matibidi
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1

The customer enters angry and raises his voice. As the service representative, what is the first thing you should do to manage your stress in this situation?

2

The customer says, “I’ve had enough! I want my Money back” What is the best empathetic response?

3

After understanding the problem, what is the best next step to resolve the customer’s issue?

4

While the customer is still upset and you’re working on a solution, how can you best manage your own stress in the moment?

5

In the meantime whilst the customer calms down, what suggestions can you give?

6

After handling this difficult customer, what should you do as a stress management practice?

Explanation

Managing stress starts with self-control and calm breathing.

Acknowledging emotions reduces stress and shows care.

Apology and proactive solution builds trust.

Professional composure lowers stress for both you and the customer.

A quick pause helps release tension and reset.

 
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