More patience less emotion.
I've always felt that individuals that work in customer service have hard jobs. A lot of the frustration they feel comes from unruly or unsympathetic customers. But on some occasions the employees are the cause of customers frustration.
Being able to remove emotions and as they say "not get in my feelings" has been my strength for years. Having served as a Career Counselor for 22 years I've developed very thick skin when it comes to criticism and critiques. Over the years I've been told on numerous occasions I had the patience of a Saint and other times that I acted almost robotic. But never have I been told my actions or tone of voice was feeled with frustration and or emotions. Why? You may ask. Because I realized a long time ago that no matter how many times I'VE been asked THE same question or been in the same stressful situation this is probably the first time for the person that I serviced.
I feel that people in general like to be treated and spoken to in a manner that makes them feel like their not a problem. Well as I sit in the airport waiting to board my flight, I'm reminded of this thought. Agents from three gates are announcing boarding instructions on flights with similar boarding times. All three agents are YELLING into the microphone announcing boarding instructions. I dont think they realized that they were not taking an appropriate amount of pause between each announcement, and passengers began to gather at gates that hadn't started the boarding process. Each agent vented their frustration, asking passengers to listen more closely.
Then, an automated voice comes over the PA system, and all of a sudden, the information was clear in a level tone, and passengers at a neighboring gate started to move in an orderly fashion to their gate. It's funny how the AI was able to give instructions, and passengers felt informed and didn't feel frustrated from its tone. Just my thoughts while out and about.
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