Customer Service and Stress: Heart Attack Risk Reported

Are Customer Service Reps at Risk For Heart Attacks?

1010 WINS News Dr. Brian McDonough reported today that stress adversely affects hear health, especially after angry outbursts, but what he didn't connect was the possible reflection-factor that happens when customers direct their anger upon unwitting customer service representatives.

It's been proven that customer service reps often experience depression as a result of emotional injury, which can contribute to stress that can cause heart attacks.
See here. Guy Winch's detailed article describes injuries resulting in significant stress for customer service reps, what to do about it, and how to reduce the possibility of sickness.
This includes a link to a helpful article on rumination after frequent exposure, as well as tip for people who deal with customer service on a regular basis.

Harvard, CNN and the European Heart Journal also reported significant problems as a result of angry outbursts:

The Link Between Stress and Heart Disease
http://www.health.harvard.edu/press_releases/the-link-between-stress-and-heart-disease

CNN Reports Angry Outbursts May Raise Heart Attack, Stroke Risk
http://thechart.blogs.cnn.com/2014/03/03/angry-outbursts-may-raise-heart-attack-stroke-risk/

European Heart Journal
http://eurheartj.oxfordjournals.org/content/current

What can we do to reduce the effects of reflective anger?

1. Remember, customers are not angry with you; they are angry with their situation.
2. Assure the customer that you will help them. Just the thought of turning around the situation will give you a positive boost.
3. Follow through. Make sure that each and every angry customers' problem results in a positive outcome. Don't leave problems unresolved, as they will only become worse with time.
4. Make sure that you share your problems with your supervisor if you cannot find an adequate resolution. Very often your managers and supervisors will be able to approve solutions for certain situations.
5. Breathe! Take the time to get up, walk away from your telephone, even if it's just to go to the bathroom or stand in the hallway and breathe. Just a short two or three minute break will afford you time to cool down and think straight.

Here's another helpful article on calming angry customers:

Rude service Reps Anger Customers
http://www.marketingcharts.com/wp/traditional/rude-service-reps-anger-consumers-what-qualities-calm-them-38174/