What are the key factors that lead to resilience? According to Harvard Business Review, the main ones ‘include optimism; the ability to stay balanced and manage strong or difficult emotions; a sense of safety and a strong social support system.’ Let’s start with the fundamentals: self-care. Due to the unavoidable demands of the job - where high energy levels are often required and stressful situations need to be effectively dealt with - it’s paramount for customer service employees to prioritise both their mental and physical health.
