How to Handle Burnout Among Your Customer Experience Team
Contributed Article by Amanda Winstead
Customer experience professionals are no
strangers to burnout. Dealing with less-than-happy customers all day can take
its toll on anyone regardless of how long you've been in the profession. However,
if left unchecked, the daily grind of prioritizing customer needs over your own
and not always getting the credit you deserve can lead to an unhappy work-life
and increased stress.
Due to this fact, all employers need to know
how to treat the symptoms of burnout for themselves and their employees. In
this article, we'll go over a few helpful tips to treat burnout symptoms
Learn How to Be an Effective Leader
Managing a team effectively and consistently
is one of the essential tips managers can utilize to prevent burnout. If you
are not an effective leader, it will be difficult for your employees to trust
what they do and how their efforts lead to success, whether customer
satisfaction or sales figures. Learn about the qualities of a good leader, so
you know what leadership traits to avoid.
Quality leadership includes:
- Communicating with your team members well.
- Delegating responsibilities effectively.
- Rewarding teams when appropriate.
- Giving constructive feedback rather than just
- Asking yourself if this leadership style works
for everyone on your team versus just some people.
Being aware of these issues means recognizing
problems before they turn into full-blown employee burnouts, making it much
easier for managers like yourself who want nothing more than to have a happy,
Health for all Employees
The mental health of employees is something
you should prioritize. This includes mental illness and mental exhaustion or
burnout, common among your customer experience team. To handle this issue with
yourself and others on the team, some initiatives to consider are creating a
comfortable work environment that doesn't act as stressors for employees, as
well as encouraging employees to focus on their mental
health while at home. This can be done by taking mental health days when
needed and creating a less stressful work environment. Some suggestions for
this are letting employees have flexible hours, telecommuting, getting adequate
break time, and having reasonable timelines.
Hire the Right
While there are active steps you can take to
the burnout of your employees, hiring the right team members all together
is another important aspect of this. You want to make sure that the employees
you hire are good at what they do, can communicate
well, and have a personality type and work ethic that will allow them to handle
working with customers for an extended period without becoming burnt out
When making hiring decisions, the first thing
you should look into is whether or not your team member has had experience
dealing with customer service before. If they haven't, you could be setting
them up for failure before your team even starts working together. Next, look
into the personality type of your candidate. Are they extroverted or
introverted? Find out how well they will fit in with the rest of your team and
if their work ethic is strong enough, it won't lead to burnout if pushed too
hard by customers or co-workers.
When workloads are not balanced with
employees, it can be difficult for them to keep up. This is where burnout comes
into play and makes customers feel neglected. A better option would be to
ensure the team has the responsibilities they need to accomplish during work
hours while also allowing them time to complete any additional tasks that may
come across their desk without overwhelming them. For example, suppose an
employee does not have enough time in a day for everything they should be
doing. In that case, there needs to be something reworked so everyone's job
performance remains healthy and productive throughout the organization.
Breaks and Vacation Time
Time away from the job can be a great way to
rejuvenate and boost morale. Encourage employees to take time off when they
need it, even if their schedule is hectic. Organize regular breaks for your
team so that everyone has a good chance of stepping away every once in a while.
Be sure to provide opportunities for them to have some fun with events such as
company outings or parties.
It may seem incredibly important when working
hard at getting projects completed, but taking vacation days is beneficial on
- It improves employee retention by showing that
workers who stay committed through thick thin will also get rewarded.
- It gives employees someone to cover for them
when they are on vacation.
- A break can also improve productivity since
people will be less stressed and more focused on their work when they get back.
Burnout is a serious issue and one that
deserves attention. By implementing these strategies, you can reduce your
employees' risk of burning out by creating an environment where they feel safe
and supported at work. They'll also be more fulfilled in and out of the
workplace and continue to provide value to the organization for years to come.