I recently took a stress test.
Not the kind your doctor gives you, but a written test that identifies stress factors in one's life.
A few days later, I was handed an information packet as I was walking into the store that gave me a check list of stressors and stress busters.
That was followed by receiving information on the body's response to stress which included: Increased heart rate; heart palpitations Muscle tension Breathing rate increases Fatigue and dizziness If I didn't consider the possibility that I could be stressed before this chain of events, now I felt the cosmos were telling me I needed to take inventory.
I don't know if it was my personality type or my ego that made me believe that stress happens to weak people.
I did take an inventory of some of the body's responses to stress and I couldn't dismiss that I have muscle tension, heart palpitations and fatigue.
Darn! I thought I was perfect! How Stress Affects Customer Service

1. Inability to shrug off negativity- A complaining customer, sarcastic co-worker or demanding boss can push the CSR to tears or anger.
   
2. Lack of focus- Details are overlooked, follow through is forgotten, new information is not grasped.
   These small mistakes have a cost which may be in the form of dollars, time or customer dissatisfaction.
   
3. Attendance issues- Stress makes one susceptible to illness and it produces physical symptoms that can mimic heart problems.
   

Your customers may be stressed if they:

• lack patience
• make irrational requests
• demand to speak to a manager
• use bad language
• can't grasp the details you provide
• cry or scream

Smart Managers should:

• Be aware of personal problems the customer service representatives may be experiencing such as a sick family member, divorce or quitting smoking.
  
• Consider offering services that can help your team deal with stress.
  Your health insurance carrier may offer incentives if you bring in a massage therapist or nutritionist, for example.
  Local hospitals or medical practices may offer free workshops, too.
  
• Buy a couple "managing stress" DVDs and share them with your team.
  You can get some great deals on used products.
  
• Laugh-The Mayo Clinic reports that laughter fires up and then cools down your stress response and increases your heart rate and blood pressure.
  The result? A good, relaxed feeling.
  

Stress and tension are a part of life.
Once we accept that, we can come up with strategies to simplify our lives and make our work environments more holistic.