Bust Out of Service Fatigue: Armor Up to Bust Out

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Have you ever been on the receiving end of someone who needs to “vent”? How about a boss who explodes on you even when the issue at hand is not your fault? You know what I mean: the moment when a person needs to let out feelings in a strong, sometimes angry way without really thinking through the burden it places on you, the listener. It’s one thing to be emotionally supportive for those you love, but it is quite another to play the role of “venting board” at work.

You all have faced some version of these scenarios. I recall being at a con- vention of clowns (yes, really) and I assumed everyone attending would be happy. I mean seriously, they’re clowns, being happy is a prerequisite! But under that makeup and multi-colored wigs were some really vocal people who were upset about some- thing that wasn’t going their way. They made sure everyone in attendance knew the issues. My point is, if the clown industry encounters upheaval, every other industry is likely to face rage issues too!

During my years at the clinic, I had a front-row seat that allowed me to observe the various ways my colleagues handled venting from patients, coworkers, leadership, and doctors. As I reflect on this behavior, I now firmly believe how one responds to or “armors up” for being vented upon is one of the secrets to busting out of service fatigue.

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  • Does your current “armor up” response work well for you? Why or why not?
  • Do you need to make an adjustment of some kind? If yes, identify the specific action/reaction you are hoping to address.

No matter which way you prefer to deal with the stress and exhaustion of service fatigue, providing amazing customer service comes down to a simple fact: You must have the energy to do the job right and the attitude to deliver it in an amazing fashion. Every. Single. Time.

An increased awareness of which technique you use, and its level of effectiveness, is the first step in busting out of service fatigue.

Get the full chapter in the Bust Out of Service Fatigue Frontline Toolkit

Watch an exclusive clip.

Meet Laurie Guest

Meet Laurie Guest

An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to-resource” for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement. Her latest book, The 10¢ Decision: How Small Change Pays of Big, presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences.

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