How Workplace Counseling Helps Overcome Burnout

When you hear about somebody working in customer service, what do you immediately think? Most people assume that being in customer service is demanding. This belief is not far from the truth. Customer service representatives often face a lot of pressure on the job.

They are required to deal with other people’s problems with utmost care and patience. They do this every single day while also having to handle their concerns. That’s why customer service representatives often find themselves exhausted after work.

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If you’re in customer service, know that there is hope. Your burnout can be remedied by workplace counseling. In this article, we are going to tackle the effects and causes of burnout on customer-facing employees. We also explore how workplace counseling can help you overcome burnout. 

What Is Workplace Counseling

Workplace counseling is a form of therapy given to employees or members of a company or organization. This service is part of the assistance program to provide workers with a safe space to talk. During workplace counseling sessions, they can discuss the issues or problems they are facing.  

This type of therapy has different functions. You can communicate your issues and talk to a counselor who is willing to listen. Your workplace counselors can give you advice and reassurance during sessions. They will help you release emotional tension from work life, as well as from problems at home.

By the end of each session, you should have some form of clarity. Maybe your counselor will also be able to reorient your thought process. At the very least, you will develop a deeper understanding of your problem. Your counselor’s goal is to help you healthily control your emotions and thoughts so that you can work efficiently.

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Ideally, every company should give their employees free counseling sessions. These can be short-term or long-term, depending on the situation. 

The Burnout Faced By Customer Service Representatives

Burnout can come in the form of physical, emotional, and mental exhaustion. This problem often arises due to chronic job stress. Because of the nature of their work, customer service representatives are prone to burnout. Based on a study by Toister Solutions, customer-facing employees have a 74% chance of having burnout symptoms. Meanwhile, around 30% are likely to have a severe risk for burnout.

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Burnout is not only experienced by customer service agents. The World Health Organization defines burnout as a ‘type of chronic stress experienced in many workplaces.’ All employees working in stressful environments can experience burnout.

Here are some adverse effects of burnout for customer service representatives:

  • Reduced productivity
  • Increased likelihood of committing errors and mistakes
  • High frustration levels
  • Lack of enthusiasm to continue to work
  • Frequently absenteeism

Burnout employees face different causes. For instance, their company may have insufficient training programs. Employees may not be trained to juggle the work on their plate and handle stressful situations well. 

Receiving poor compensation can also be a cause of burnout. Most customer service jobs pay low and include little benefits compared to other corporate jobs. Many agents may feel unvalued despite the hard work they put into the company. When this happens, it translates to their poor performance. 

Other causes of burnout among customer service representatives include:

  • Poor workplace technology
  • Lack of recognition
  • Lack of progress in their careers
  • Stress from the repetition of work
  • Rude and difficult customers
  • The high volume of work

How Workplace Counseling Can Help

Workplace counseling has a lot of benefits for customer service agents. These sessions play a vital role in creating a healthy work environment. Based on a 2012 study, employees who participated in counseling had massive health and performance improvements. 

This type of counseling gives employees a safe space to talk about their problems and address their burnout. Counselors are also bound to keep their patients’ accounts confidential. So, you can share your concerns without worry of word getting around. Based on your accounts, counselors will then help you identify your stressors to reduce your burnout.

Aside from this, they will use techniques to help you understand yourself as an individual and employee. They will assess how you behave at work and home. They will help you realize how you deal with situations so that you can recognize your maladaptive behaviors.

Lastly, you will work hand in hand with your counselor to develop healthier approaches to work and life. Customer agents are trained to have a high tolerance for negative behavior. However, this discipline can hurt some individuals. Your counselor counters this by helping you develop different coping mechanisms for your burnout and stress. They may suggest therapeutic techniques and meditation tools, as well.

In Conclusion

Cliché as it may sound, you will find it much easier to perform your job if you like your work setting. Workplace counseling can help you learn to have a more positive outlook on your work. Your counselor will help you gradually reframe your thought process and behavior.

Workplace counseling is an excellent form of mental health service. We encourage you to take the time to meet with your workplace counselor. If you don’t have one yet, you can ask your manager or supervisor to arrange a session for you and your team. Workplace counseling can improve not just your mental health but also help your fellow customer service agents recover from burnout.

Are Customer Service Agents The New Counselors? 

It feels like everybody needs counseling these days. We carried ourselves throughout the pandemic in isolation, with screen time being the only social bonding activity we had. Life has been nothing but work and no play, so it’s natural to feel stressed and burnt out. These days, it takes a lot of emotional energy to respond to someone’s text. However, it is also important to connect with your friends and loved ones while maintaining social distance. How can we develop a more resilient and empathetic attitude towards others? 

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You Can’t Always Vent To Your Friends And Family 

Let’s face it. Hearing other people’s problems over and over again can weigh you down. That’s why many people opt for an unbiased person to talk with and even relate to. Many people find it easy to open up about their problems when it’s a stranger. In many instances, customer service agents bear the emotional impact of customer complaints before reaching any higher-ups. Counseling is much like customer service in a way that it involves a transactional relationship.

Counseling is a guided step towards making conscious individual choices to find a solution to your problems. For a counseling session to be good for you, you will need someone who has a genuine commitment to listening to others and is okay with them unloading their emotional burden. 

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Looking At The Customer Service Industry 

Have you ever contacted a customer service agent for your concerns? We should always be mindful of how we treat customer service agents. We should treat them with extra kindness. Being patient and resilient is a part of their role in rendering human connections for the company or entity they represent.

A client might reach out to a customer service agent for a variety of reasons. One possibility is that the business’s product or service did not meet their expectations. While the product works, it may also be that it wasn’t the function that the client desired. In either case, it is the customer service sector that will respond. Their role is indispensable in providing customer satisfaction.  

Good customer service can bring positive reviews and overall a better user experience for the customer. In contrast, bad customer service gives unhappy customers and can lead to a bad rep. Social media is rapid nowadays: a single bad review will easily taint a track record of good service. 

The Skills Of A Highly Effective Counselor 

What people truly want is someone who listens to them. It all boils down to one simple explanation: a genuine human desire to be acknowledged and validated for their struggles. 

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To be a good listener, you need to demonstrate good communication skills as well. This involves using positive language and reassurance to know what to expect from this transactional service. Being able to listen and respond well assures other people that they are genuinely understood. 

Demonstrating Patience And Empathy 

Be it with a friend or a stranger, it’s important to show that you are empathetic to their concerns and are willing to be patient with them no matter how frustrating it might be. Cultivating a real connection with another person is important for you to be able to assess their concerns. You want the other person to be able to move on from their problem rather than focus all their emotional energy on frustration. It takes two to tango! 

Many people find it easier to open up to unbiased strangers. Is it good for customer service agents to be emotionally punching bags to their clients? Of course, it isn’t. They’re also real people, and they are only doing their jobs to make both ends meet. So always remember to express kindness. Remember that they are similarly kind to us while we express our problems.

Customer service is similar to a transactional therapy session. This is not me trying to convince you to make any customer service agent your venting buddy or emotional punching bag. However, the takeaway here is that we can all learn a thing or two about empathy and resiliency from these people. 

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It might be easier to talk about struggles anonymously with counseling, setting a boundary between you and your counselor. This is why it’s wrong to make your friends, your partner, or any non-professional act as your therapist. It can lead to emotional fatigue, and they should not bear this responsibility in the first place. It is better to seek professional help if you are dealing with serious concerns.

A counselor will analyze your behavior and thought patterns to determine what your problem is. This takes time and effort, which is why sessions come with a hefty price tag, even if it’s just for an hour of their time. 

You might be feeling overwhelmed and that nobody understands you. Professional counselors are here to help you gain a better understanding of your mental health. Counseling can greatly help you improve your quality of life in ways that you don’t realize. 

Healing Starts With The Self 

Combining tips from counseling and customer service can help you improve your experience and demonstrate patience and empathy. Begin with yourself and your loved ones. It takes a lot of emotional intelligence to be there and listen to someone else’s struggles. This is why people in these industries are so indispensable to our overall satisfaction in life. 

Seek counseling if you need it! Your plan of action to free yourself from stress is to self-reflect on your strengths. Extend the same empathy to these people, much like how counselors extend it to you and other clients as well. With this in mind, treat yourself nicer once in a while. You never know when you need a mental health break, especially during times like these, so let’s do our best to cope with our own struggles and be responsible for our emotional well-being.

Frequently Asked Questions About Adjustment Disorder

Any person’s life can change instantly, and that is a fact. However, the way he or she handles it becomes the issue. Sometimes, life changes bring a lot of happiness and satisfaction, while some cause heartbreak and failure. And when you look at those possible consequences, you can tell whether you will like it or not.

As for me, you might say that my life is a bit boring because I am not particularly eager to charge or rush to experience anything new. I would rather live alone and not minding anyone’s business. Yes, I am an introvert. But not because I am distant from others. It does not mean I am unhappy. The thing is, I am entirely okay with my current setup where I live alone in my apartment, I don’t hang out with too many people, and I am still single. Nothing has changed in my life over time, and that was fine with me.

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However, a couple of weeks ago, I started to get bored. That is where I have decided to leave my online job and look for a corporate one where I can at least be with quite a few people. Luckily, I found a call-center job that offered a significant salary, so I grabbed the opportunity and wished for the best. At first, things were okay, and I got a hold of my new routine, environment, people, and habit. All things are quite manageable, I thought.

But the adjustment period came where things became too overwhelming that everything turned out stressful and debilitating. I told myself that maybe it was just a phase in my life and eventually got over the unexplained feelings. But then, my stress and anxiousness became worse, and it led to something called depression. So here are things I recently realized about this adjustment depression stage.

What is the ICD 10 code? 

ICD-10 is scenically known as International Classification of Diseases, Tenth Revision, and Clinical Modification. It serves as a standard transaction code that follows diagnostic purposes to address adjustment disorder for individuals suffering from depressed mood. It serves to track health care statistics or mortality statistics, disease burden, life quality outcomes, and billing of the affected individual.

 What does adjustment disorder with depressed mood mean? 

An adjustment disorder can be chronic and can feature symptoms that last longer than six months. It causes a major disruption in a person’s life, along with a depressed mood. Symptoms of Adjustment disorder primarily include feeling sad, lonely, tearful, and hopeless. There is a lack of pleasure in the things an individual used to enjoy. There is nervousness, worry, difficulty concentrating or memory loss, and feeling overwhelmed.

 Is adjustment disorder a form of depression? 

An adjustment disorder is a psychological illness listed in the Diagnostic and Statistical Manual of Mental Disorders fifth edition. However, unlike major depression, it does not usually involve many emotional and physical symptoms other than clinical depression. People do not usually experience changes in appetite, sleep, and energy. Some people show no signs of high levels of severity, such as suicidal thinking or behavior.

 What is adjustment disorder with anxiety? 

Adjustment disorders are normally caused by significant stressors or changes in a person’s life. It could also come from genetics and other life experiences that can increase the likelihood of developing the disorder. Symptoms mainly include worry, nervousness, difficulty concentrating, feeling overwhelmed, and mild memory loss. Adjustment disorder with anxiety still includes an intense amount of fear. But the possibility of adapting to the changes is high.

 

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 How serious is an adjustment disorder? 

An adjustment disorder is typically a mild condition that refers to an individual’s changing ways of life. However, when that particular mental issue does not get resolved, it can eventually lead to more serious mental health problems that usually start with substance abuse and escalate into anxiety disorders or clinical depression.

 Is adjustment disorder considered a mental illness? 

Unfortunately, chronic adjustment disorder that lasts longer than six months can feature symptoms that cause major interference in an individual’s life. Others consider it a mental illness due to the involvement of stress that forms acute stress reactions.

 Does adjustment disorder go away?

A couple of adjustment disorder symptoms start within three months. Usually, it occurs due to different stressful events with the environment, task, or people. The adjustment disorder can last no longer than six months, and usually, it is after the end of the stressful event. However, chronic or persistent adjustment disorders can continue for more than six months, especially if the stressor is unlimited or ongoing. Some examples of these are unemployment, financial strain, harassment, and abuse.

How do you fix adjustment disorder?

Adjustment disorder treatment includes therapy, particularly trauma-focused therapies and cognitive behavioral therapy. But with the specific two treatments, behavioral therapy is considered more effective as it helps patients learn coping strategies more healthily. It also encourages patients to set and achieve goals productively, build self-confidence, and make lifestyle changes positively.

Is adjustment disorder a disability?

In some instances, adjustment disorders can be considered a disability. It makes it impossible or significantly challenging for a person to cope with a situation after being exposed to a trigger. Usually, people’s triggers start with an unpleasant situation at work, making them unable to think, respond, and spend any noteworthy amount of time in the workplace. Adjustment disorder becomes a disability when there is occupational and socialization impairment.

 What is the best treatment for an adjustment disorder?

The best treatment for adjustment disorder is Psychotherapy, or also known as talk therapy. It is a therapy that can provide emotional and mental support to the patient. It helps and encourages an individual to make positive changes in his life. Usually, it starts with resolving the unfinished issues from his childhood or past relationships that one may be having. Talk therapy allows the patient to move closer to attaining his goal in life.

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Takeaway

So, yes. Believe it or not, adjustment disorder exists, and it can bring out depressive symptoms. If you feel like the events in your life are something you can’t handle, be sure to surround yourself with the right individuals to help you get through the changes.

 

I Quit My Call Center Job To Save My Mental Health

I was a call center agent for almost six years. I started as a customer agent representative and worked my way up and became a department head. When it comes to ranking up, benefits, and salary increase, I can say that it has been one of the jobs that offered me an immediate financial escalation. I got to enjoy a high paying work that does not require me to do a lot. And even if I had to work more than what I had to, I get to take pleasure in additional compensation for that. However, that high paying salary became insufficient when my mental health got affected. And for that reason, I quit my job.

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Honestly, before I ended up passing my resignation to our department HR, I thought about quitting a hundred times. I even list the things I would lose once I drop my call center job. I worked on balancing the necessary sacrifices I had to take to focus on my physical, emotional, and mental health. But after a few days and weeks of trying to hold on to the position I worked hard for, I finally ended the mental torture. I realized that my psychological health is worth more than any amount of money that a company is willing to pay me.

I can’t stress enough that my call center job is financially capable of giving me the life I have always wanted. No, I never became wealthy and all that. But the whole convenience of having more than enough is something I am entirely grateful for from my previous job. But as they say, the more you get financially stable, the more responsibility you get, and that goes with more stress. Allow me to emphasize the two primary reasons why my call center job became unhealthy.

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Overly Competitive People In The Company

In a call center environment, people are intelligent, work-oriented, determined, and competitive. It is as if you put a lot of brains in one head. However, everything is entirely cutthroat. People are awful and rude despite their pretty faces and friendly gestures. Some of them are nasty and jealous of nothing in particular. They hate you for doing your best at work. And when you get to receive the fruit of your labor, some people in the company secretly feel disappointed. Everyone wants success so badly that they do not care if they harm each other in the process. I’m not going to lie, though. I also ended up thinking the same way as everybody else does. And the fact that I reached a position that gave me a good life, that says it all. I admit I made some tweaks in some of my decisions that affected my relationship with others. But I was too blinded on my success that I never entirely think about what others would feel about me or what the hell I do to them. Everything is all about getting into the top ruthlessly.

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Escalated Phone Calls From Unreasonable Individuals

A call center job is fun. I get to talk with a lot of people, and it makes me happy to help them. Every time a client or customer thanked me for a job-well-done, I would appreciate it. It makes me feel special and capable of doing anything. Their words become my fuel in thriving hard. Perhaps everyone will agree with me that appreciation is the best motivation anyone could ever have. But honestly, that feeling only lasts for a couple of minutes. That is because most of the people behind the phone tend to be worse compared to those you see around the company. These clients and customers are unreasonable individuals who don’t care about you even a little bit. They hate what you are doing, including what you are representing while you are on the phone. These people can entirely suck out your energy just be saying a couple of god-forsaken words. They can emotionally and mentally hit you in the core. And with all that, you will have to push yourself not to give a damn about anyone anymore.

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Others might say that I am overreacting with what I say here. But these two things are the major contributing factors to the damage to my emotional and mental health. It is not the job, the salary, or the company. It is the individuals I deal with personally and through the phone. It made me feel like all their stress gets to pass on to me, and I can’t seem to do anything about it. I was enduring every hurtful word and trying to keep my cool. I am not saying that my experience also represents others. But I would 100 percent bet on it that all call center agents agree with me on these people’s toxicities long-lasting effects on a call center agent’s life.

Technology And Family Relationship – How Can Too Much Smartphone Usage Affect Both?

Are you one of those individuals who find themselves continually being in the loop of social media? Are you powerfully attached to your mobile devices that you become dependent on it? Have you regarded yourself as someone who spends too much time with her phone in a day? Are you one of the people who think they could not live without a smartphone? If you answer “yes” to all of these subjects, then perhaps you would be interested to know more about the damage of too much technology in family communication and relationship. Allow me to tell you more about it.

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Creates Confusions On Emotional Response

Humanity’s use of mobile devices is on the rise. Frankly, it creates a massive change in the way people communicate. With easy access to communication apps, messaging becomes way too convenient – convenient enough for people to say whatever they want regardless of how their words might affect the other person. When you think about it, chatting, instant messaging, or texting can relay messages differently. Sometimes, words typed in did not go through internalization. Meaning, some individuals send a message without thinking about the possibility of their typed words being misinterpreted. As a result, there becomes a buildup of confusion on emotional response.

Impacts Face-To-Face Interaction

Since it is easy to relay a message through technology, face-to-face interaction is somehow out of date nowadays. Well, there might be some individuals who would be willing to spend much time and effort seeing someone in person. But with technology, why would anyone bother? Of course, not unless people entirely have to meet them personally. But if it is not much of an urgent matter, most individuals prefer a call or text these days. Admittedly, it is more convenient and less of a hassle to do. However, it affects relationships because it somehow ruins the idea of personal or physical contact. It is like trying to feel at ease with someone being there when they are not entirely.

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Increases False Impression Of Presence

Mobile technology may be a lifesaver for most individuals, but for some, it increases the false impression of someone’s presence. Any person who values relationships such as friendship, family, colleagues, or romantic ones has issues with wanting a real person to be around. Somehow, mobile devices create an unwanted shortcut for that. There are instances that even if individuals get the assurance of staying connected with other people digitally, there is still this longing for physical connection. Yes, mobile devices can promise constant communication wherever and whenever people need it. But in reality, nothing beats the actual presence of someone who is more than willing to share a hand-in-hand moment with you.

Unrealistic Social Media Connection

It is pretty much evident that not all people connected with social media are friends in real life. But that is not limited to two or more individuals who do not know each other personally. The thing is, even friends and family members can experience an unrealistic social media connection. That is because they can portray a happy relationship in social media platforms that only tries to lure people despite being in a not-so-healthy connection. But do not get it wrong. Social media is a great help for starting a relationship. However, social media can create a problem for those who already have a constant people around their lives. That is because sometimes there are people who would instead choose virtual connections than real-life interactions.

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Increases Inability To Communicate Personally

Smartphones increase people’s inability to communicate personally. That is a fact. Almost all individuals who find themselves confident chatting and texting with someone online end up being socially aloof in person. Well, not all of them, of course. But the majority of individuals who are comfortable in typing are often shy in real life. Perhaps that is because these individuals find it more convenient and easy to communicate with people they do not see physically. But those instances are not limited to strangers only. Sometimes, some people also find it hard to communicate with friends and family in person that they would rather interact with them through digital means.

Promotes Unhealthy Decisions

For quite some time, there is a lot of information that can tell people how damaging it is for something, especially when it is too much. The same goes for smartphone usage. When people get hooked up with their phones for quite an extended period, they tend to ignore important things. In some unfortunate instances, these people begin to ignore other people’s worth that even if they experience a mental or emotional breakdown, they will prefer to stick with their mobile devices than reach out. It becomes quite alarming because instead of seeking professional help, some assume that things will be okay as long as they have their smartphones with them.

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Honestly, there is nothing wrong with using technology. However, if too much of it can cause an issue, it would be best to take some time off. Learn more about the damage of technology on some articles of BetterHelp.com. You can also find some interesting posts related to the technological impact on their Facebook page. Find time to know more about digital impacts.

 

Creating Apt Marketing Strategies During A Pandemic

Individuals and businesses alike have been fumbling around for solutions during this pandemic. Both parties understand the lockdown, health and sanitation protocols, and social distancing practices are there to protect us. However, businesses need to get creative with how they operate and how they reach their target audiences. It’s time to know more about how your business’s marketing strategy can adapt to these extraordinary times.

Marketing Strategy Don’ts

  • Don’t Exploit The Situation

Don’t make the same mistake as some big brands had when the pandemic was just emerging. As news on coronavirus gained traction, brands like Coca-Cola and McDonald’s spent on different campaign approaches tackling social distancing.

This marketing effort didn’t quite fly with netizens as the advertisements exuded an exploitative move. Their efforts had backlashed because they had demonstrated they could afford to spend millions on advertising when they could have spent it elsewhere.

The market these days is more than discerning; they are judgemental. Plus, the aid of technology and social media has made them influential. Brands must ensure campaigns and messaging are sincere and authentic to avoid backlash. Sometimes brands can’t control how audiences perceive ads, but brands must be agile and adaptive to the market’s reception.

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  • Don’t Stop Communicating With Customers

It is a good idea to keep in touch with your loyal customers. They would want to be aware of any changes to business operations, payment terms, or efforts toward the pandemic. How you connect with them during this challenging period will reflect on your service and dedication.

A business’s efforts to keep in touch with customers will pay off, especially when properly executed. Their feedback will serve as word-of-mouth marketing, and they will attest to your quality service or products.

Marketing Strategy Do’s

  • Realign Your Marketing Strategies

It makes sense to digitize in a time when everybody is at home. Some brands may reallocate their spending to more efficient platforms. Depending on your target market and their most perceptible platforms, choose the best places to invest. Ad spend may be cheaper during this time, but marketers should play it smart.

  • Understand Your Market, The Environment, And How It’s Changed Each Other

With the threat of an economic downturn and unemployment, customers have delayed big-ticket items. Luxury brands and significant investments like real estate and automobile industries must prepare to adapt, too. 

To successfully digitize processes, understanding your customers’ needs can help find the gap in the customer journey. For example, investing in online payment methods and cybersecurity might help customers push through with purchases. Another one would be to migrate selling tools online.

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The environment we are under is pandemic-panicked. Each country’s government has mandated different processes, and businesses should actively follow the new protocols as they will affect business operations.

  • Communicate Relevant Content

In connection with keeping in touch with your market, communicating relevant content means using appropriate, sensitive, and consistent messaging. This step ensures the digital presence. Content includes social media posts, website announcements, public relations articles, etc.

If your brand usually utilizes straightforward, product-centric messages, it might be a good time to reconsider during stressful times like this communicating through psychological needs instead of product-centric information cuts through better. Taking an emotional standpoint, especially one which relates to audiences, can boost brand recall and awareness.

Some customers also appreciate the transparency and proactive actions of brands. People have a lot more time scrolling on their feeds, and seeing brands’ genuine help in the situation improves brand image. Communicate what your company is doing to help even if it is inside your company like your employees’ well-being. 

It is also good to review your automation processes. Updating the messaging with relevance ensures a desirable brand and consistent efforts.

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Think of new ways to attract customers with relevant interest-based videos. Online events have adapted the trending stages of Zoom and Google Meets. Relevant content like tips for working at home, or understanding stocks has been sought out by viewers.

The most significant insight from this global pandemic is a person’s need to regain a sense of control. Businesses must find ways to do this discretely as to not come out as opportunistic. 

According to Dr. Talya Miron-Shatz, PhD, “Donating to others in this challenging time helps us to feel powerful in a way that implies gratitude and solidarity, not superiority and one-upmanship.”

Brands must rise above the situation through relevant content, understanding and empowering audiences, and digitizing processes and amplifying platforms. In this situation, the whole marketing operations team faces the challenge of adapting to the circumstances to keep afloat.

Professional Tips For Counselors For Successful Teletherapy Sessions

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Believe it or not, teletherapy is starting to take over the world of counselors. Coronavirus has forced these professionals to transform into a more digital approach as compared to a physical one. However, as a mental health practitioner, it might be challenging for you to give the best possible service if the setup is not face-to-face.

“Fortunately, interactive video is easy to set up these days, and most types of work you would do at a therapy office can be adapted to it. However, even over video chat, you will notice barriers to full communication and a dampening of your ability to read a client’s cues and responses. Clients’ communication output in a therapy session includes subtleties and nuances, both auditory and physical, that are easily missed—or impossible to discern—in a video chat session.” reveals Kirsten Bradbury, Ph.D.

With these in mind, listed below are some professional tips for a more effective teletherapy setup.

Set Up The Right Equipment

A lot of people might say that being in the same room with your counselor has a different feeling when conducted online. However, there’s a way to go about this. According to some licensed professionals at BetterHep.com, the key to reaching a suitable environment is by ensuring high-quality video resolution and proper sounding.

Your session might be a little bit distracting if you and your client face a blurry video. Add to this a crackling and choppy audio. Chances are, you won’t reach the emotional and sincere conversation tone you need.

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Therefore, make sure to invest in a high-resolution webcam. Buy an external one, and not rely on the low-quality built-in camera that your laptop has. Pair this with a headphone that resonates with the best sounds.

Focus On The Client

Always keep the spotlight on the client. Even though you are in the comforts of your home, stay away from distractions. Do not let your mind wander around the room. If your client sees that you are not paying attention, he or she will most likely feel uncomfortable opening up to you. Ensure to make a connection to get the best intervention results.

Keep Everything Confidential

Trust is the utmost foundation between a counselor and a client. Yes, this might be easy to fulfill if you are doing your sessions face-to-face. However, this might be a little bit challenging if you are conversing online.

The discussions that you will be having your clients are full of protected health information. As a mental health practitioner, it is your responsibility to keep these details secure, safe, and confidential. The way you can do this is to choose software that provides lock security. Look for something that guarantees full HIPAA compliance.

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Ask For Clarification

Everyone’s in a rough patch right now. With the emergence of coronavirus, more and more people are having a hard time digesting their feelings. They don’t know how to go about with their emotions in these trying times. Therefore, you need to help your client process all of these feelings.

To be able to do this, always ask for clarification. Do not assume anything, as this might only worsen the way you handle their emotions. It is your job to analyze and assess the situation correctly. If you come up with a misconception, you would only complicate their issues, and this will hinder them from progressing. Remember, i is better to ask questions that live with assumptions.

Practice In Front Of The Camera

Since you are not used to this kind of setup, it might be difficult for you to handle your session. You might feel awkward talking to the camera. However, with a little bit of practice on the side, you’ll feel more natural facing it. It is essential that you feel comfortable with this since for you to be able to deliver the most productive therapy session.

You can even practice video chatting first with your family member, friend, or colleague before starting a client call.

Establish An Accessible Payment Option

Since you are offering online sessions, it makes sense that your payment option should also be online. Do not let them get out of their houses to pay you. It is contradicting your teletherapy setup. There are a lot of online services that you can tap – Paypal, online banking, and other money delivering apps. Just make sure to record all incoming and outgoing transactions.

Teletherapy sessions are something new. However, with the physical distancing guidelines that COVID-19 brought, it will be difficult for face-to-face discussions. Just stick with these six tips above, and you’ll be on your way to a productive therapy session for your clients.

How To Improve Customer Service Like A Therapist

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According to Guy Winch Ph.D., “The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty.” Handling customers can be a stressful and challenging job. You have to deal with the customers’ personalities while attending to their requests, wants, and needs. If you think you are someone who does not handle stress in the best way in front of a customer, here is what you can do to understand them as if you are like their therapist.

Listen And Understand

The way to a customer’s heart lies in how you listen well to them. Whenever a customer voice out their concerns, may it be feedback, a question, or a complaint, you will always want to appear as empathic as you can, and empathy begins with listening. It is the best way to make a bond between you and the customer. “Before you head to the store or make that call, gather together everything you can think of that will help the person you’ll be working with understand your problem and find a solution,” explained Kit Yarrow Ph.D.

Let go of the urge to answer quickly. Some customer service representative, when faced with a complaint, tend to cut their customer mid-sentence to defend the situation or their product immediately. Listen to what drives their concern or where they are coming from and understand their needs.

If customers do not believe you make an effort to try to understand them, in return, they become uninterested to whatever product and service your company offers. If you genuinely listen to them, you can start making their experience a better one. Once a customer feels they can depend on you, they will become loyal.

Acknowledge The Problem

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In every customer service situation, there is always a way to make things right. But having the customer’s concern acknowledged by you is the essential first step you can take. Do not brush the issues away. Instead, tackle them head-on by recognizing the main problem. Whether your website has crashed, or a particular product has stopped working, address it. “Customer reps ought to be trained to pick up on cues as to what consumers actually need and want. In most cases, a lot of staff have been trained to recite a brand mantra, that often sounds repetitive and truly inauthentic. Customers ought to be listened to,” explained Dr. Dimitrios Tsivrikos, a consumer psychologist at University College London.

If you or your company did something wrong, admit it. If you did not make any mistakes, and everything is just a misunderstanding, explain to the customer that you know how frustrating it is for them. You are not entirely agreeing to what they are saying, but you are respecting how they feel about the situation. In a way, you also give them the impression that their feelings are valid.

Acknowledgment may be in the form of statements like the following:

“We can do better than that.”

“I know this has been upsetting for you. Let me fix it.”

“I am sorry for the inconvenience this has caused you.

You always have to keep in mind that one of the essential emotional components of customer service is the acknowledgment of the inconvenience suffered by the customer.

Offer A Solution

Make good use of your critical thinking and try finding out a solution that will suit your customer the best. However, if you can’t deliver the solution, the customer is looking for, figure out how to provide the next best choice. Explore your options, but you always have to keep in mind the things you can and cannot do within your company’s guidelines.

It is also a good practice, not leaving your customer in the dark. Try to include them in every step of the process of your problem-solving. Keep them informed. In this way, they can also have an idea about the things they can do if ever the same issue arises again.

Avoid sending your customers away. It must be frustrating, especially if you, the customer service representative yourself, don’t know what to do. Remember, you are in control of the situation. Find something that can remedy the situation while focusing on what you can do as opposed to what you cannot.

Communicate Respectfully

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When a customer presents you with a complaint or a problem, always remember that the issue is not personal. The person in front of you is frustrated because of problem present. He or she is not attacking you directly but rather the situation at hand.

It is easy to respond respectfully and act professionally when a conversation is going smoothly, but we can’t avoid customers with rude behaviors. They are part of the job. When tension arises, the other party tends to react defensively. Customer service representatives are always with this kind of situation, but they must be able to resist the urge of communicating aggressively in front of a customer.

In every angry customer situation, it usually boils down on how a customer service representative reacts. They can get into stress and defense mode immediately, but it is part of their job to leave aside their fight mode. It may need a will power to relax and calm down yourself, but to be respectful towards the customers is a must. Check out BetterHelp.com for more of these tips. You can view some of their encouraging posts on Instagram as well on their Facebook page.

Try to keep in mind that a happy customer is better than a satisfied customer.

The Best PC’s For Startup Companies

If you plan on investing in startups, two of the most important factors you should consider are your operation and management skills. Without these two, you’ll have a hard time especially as your startup grows larger. In dealing with this possible issue, the first thing you can do is create a reliable team to help you in your venture. However, that isn’t the only option. One other way to help you manage your operations is through technology. Starting a business can be dangerous for one’s mental health. According to some psychologists, you become vulnerable to stress, being overwhelmed and anxious about the progress of your startup.

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Having a personal computer (PC) is one way to boost your startup’s operations. Also, it enables you to reach a wider audience for your products and services. Through the use of this technology, you can gain access to faster transactions and a more specific market. It also allows you to protect important documents and sensitive information.

Best PC’s

You must be wondering what kind of computers you can invest in. Choosing the best pc may depend on the field your startup is related to. Here are some of the best you can find in the market.

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  1. Dell Inspiron 27 (775)

Dell computers are one of the most preferred brands in the business world. The first on our list definitely does not disappoint. It has a powerful processor of AMD Ryzen 5 1400 Quad-Core, a slick design, and stunning screen design that is pleasant to the eyes despite a whole day of work. It is a speedy computer that allows you to do heavy duty tasks editing videos and photos.

  1. Dell Precision 5720 All-in-One

Another Dell product that makes it into our list is the Dell Precision 5720 All-in-One. This desktop PC has a processor of Intel Xeon E3-1275 and a processing speed of 3.8 GHz. It is the best choice for startups related to multimedia editing.

  1. Lenovo IdeaCentre 510

One other famous brand we often hear is Lenovo. Next on our list is one of their most convenient and user-friendly desktop PC. This computer has a processor of Intel i5-6400T. With such a processor, you can juggle working from inventories to editing documents, and watching videos during breaks. It has an incredible screen that is matte, making it easier for the eyes.

  1. Lenovo ThinkCentre M900

Another fantastic product brought to you by Lenovo is the Lenovo ThinkCentre M900. This one has an even faster processor of Intel Core i7. It has incredible graphics that make it even easier for various multimedia works. It serves as a powerful computer for business use and designed for heavy office work use.

  1. Microsoft Surface Studio

Microsoft is probably the brand you’ve heard of the most. Not only do they provide us operating systems and programs that conveniently increase our productivity, but they also create products such as PCs and phones. One of their PCs most suited for work is the Microsoft Surface Studio. This computer has a super strong process of Intel Core i7-6820HQ. This core makes it one of the fastest in the market. It is highly recommended for those looking to juggle a lot of tasks in their startup.

  1. HP All-in-One 24

One brand we don’t hear so often is HP. If you’re low on budget, you’d probably want to check out their HP All-in-One 24. This PC has a good processor of Intel Core i3-7100U, definitely a fantastic deal for its price. However, this PC may struggle with heavy video editing and gaming. It only serves as a standard use computer.

  1. Apple iMac 27-inch

If you’re looking for an Apple product, here it is. The Apple iMac 27-inch has a processor Hexa-core 8th-gen Intel Core i5 up to an 8-core 9th-gen Intel Core i7. It is designed with elegance and power that is ideal for long hours of work and heavy duty tasks related to video editing. It is a flexible PC that may be useful for those who plan on spending the rest of their day seated in front of a PC.

  1. Apple iMac 21.5-inch

Last on our list is another Apple product similar to the previous entry. Instead, this one serves as a budget-friendly option as compared to the Apple iMac 27-inch. With its Intel Core i5 processor, this still makes it an affordable and powerful PC worth mentioning in our list.

Is it Worth It?

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Investing in a PC with definitely save you not only from stress, but it provides you with a means to balance your time and lessen the effort you need in doing specific tasks. Investing in the right one will help improve your startup’s growth. Did your favorite PC make it into our list?