Research finding from the British Psychology Society website about the psychological consequences of always behaving friendly and cheerful with the customers.
The researchers figured out (n=199): that the people who felt they had to make a greater effort than most to simulate cheerfulness were significantly likely to be left feeling both emotionally exhausted and cynical.
Cristina Quinoñes-Garcia says: “This study has two practical implications:
- The perceived effort of candidates should be evaluated at the recruitment stage as this could help identify those individuals who are more vulnerable to burnout.
- Organisations should have mechanisms in place to help employees build resources that help them cope with the emotional labour they have to carry out when dealing with customers.”
Source: British Psychology Society
This is why I´m personally a big fan to introduce in call centers a two to three month entertainment plan, which can help to “refuel” emotionally the colleagues.
You should not think about anything big or costly, just some great ideas (ex.: Costume Day, Cake Cooking Contest, …etc.) that activates colleagues and give them time to laugh and have fun during the work.
Very important that things only happen if we plan it and we make someone responsible to execute it. So don´t just think about it and discuss about it, but make someone responsible to carry out the task.