While serving some customers is a pure joy, other customers can really push our buttons. If you work in a customer service industry, it is understandable that at times, you experience certain customers as annoying or irritating.  After all, you are human, not a machine, and it is human to experience a wide range of emotions.

How difficult or easy is it to have your buttons pushed by a customer?  What if you could make your buttons less likely to be pushed?  Here are two tips for having less push-able buttons:

1. Check your State:
When you are serving a customer, you operate and respond from a mind-body-system.  Your emotions can have an impact on your physical state, and vice versa. The following factors have an impact on your emotional state:

  • Diet
  • Exercise
  • Sleep
  • Health

“Taking steps to increase the likelihood of showing up in a good state
before you serve customers, makes your buttons less push-able.”

2. Reframe your Emotions:
Changing the way you think about your emotions is useful.  For example, if you think, ‘I’m disappointed I let that customer annoy me’, try instead, ‘Isn’t it fascinating that I’m feeling annoyed after serving that customer’.  If you make being annoyed a normal human response, the emotion has less impact on you.  There is less energy in it.

 According to Dr. Irena O’Brien, Neuroscientist:
“Reframing reduces activation in emotion regions of the brain, this is backed up by neuroscience.”
What you believe about your emotions has a huge impact on how you experience them.

Resilience “Unshakeable” Scale Diagram – © Sue Anderson 2018

Unshakeable at Work:
These are two simple tips you can use to reduce the likelihood of your buttons being pushed.
If you would like more, check out my latest book, Unshakeable at Work….


Sue Anderson

let’s connect…


Mobile: 0417 052 739



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