Agents might need to blow off steam after dealing with a tough customer, but they must stop short of trash talking. Here’s why.
Any kind of toxic, negative talk about customers (or co-workers) can immediately affect morale and productivity, according to workplace expert Barbara Burke.
Sometimes agents turn to co-workers after dealing with a tough customer, spewing negative opinions and feelings about the situation or person. Fellow agents usually soak it in, empathize and then internalize. They get a bit upset too, and there goes morale and productivity for the afternoon.
You can curb toxic talk in the contact center with Burke’s tips:
- Bring it up. Agents who repeatedly vent on everyone else may not realize they’re causing such a stir. Bring it to their attention. Offer to hear them out privately, if that will stop them from screaming their frustrations to everyone within earshot.
- Give them new direction. Encourage agents to let go of the unpleasant situation in healthier ways. Tell them to take a brisk walk or spend a little time in a break room listening to favorite music.
- Do something. Leaders who fail to curb toxic talk will end up with a negative team. If offenders don’t or won’t curb their negative ways, discipline them or let them go.
