Eliminating Fear for CSRs

CSRs this one is for you! Have you ever been asked to do something that scares you? For example, outbound calling, rescheduling a client, talking about price, offering an add on, overcoming an objection, going off script, the list is endless.

I recently had to deal with my own fear. I went skiing for the first time with my fiancé. After a day in ski school I was ready to “shred down” the mountain. Well, until I actually got up there. Long story short, the first run of the day ended with me walking down the mountain while Chris gracefully skied down with my skis.

He marched right back to ski school and got me another lesson. Fast-forward to the next day, there were no tears and I was able to navigate the mountain. That was a great improvement. The problem was I was going super slow. As I was turtle pace going down the mountain, Chris asked me a question and it is the same question I want to ask you.

What’s the worst that could happen?

For me it was falling down, or losing control. Chris reminded me that going 5 miles an hour the fall wouldn’t hurt that bad. Plus if I felt out of control, I knew how to stop myself.

Now for you CSRs, what is the worst that could happen if you outbound call, or reschedule, or attempt to overcome an objection? The customer tells you no, they get angry?

If you are letting your fear of conflict or rejection interfere with your professional development I understand. Part of it is the personality profile that makes you a great CSR is the high “S” but that is not an excuse not to push past your fear and get out of your comfort zone.

The first step is accepting that there is fear holding you back. Now this fear may show up in several ways. You could have the sweaty palms, and nervous feeling. Or you could get angry and defensive about the topic.

Personally, I am more an angry and defensive person, so trust me I have been there. But I challenge you when you start feeling that way to stop and ask yourself “What is the worst that could happen?”.

The second step is eliminate negative stinking thinking! Whenever you catch yourself thinking about the worst outcome, stop and realign yourself. Remember you are talented, smart, and in your role for a reason.

I think you will find that we tend to make a mountain out of a mole hill when we get fearful. Be confident in your skills, be confident in your company, and take on those challenges head on.