7 ways to cope in customer service

If you work in customer service and often find yourself feeling low, stressed, anxious, or downtrodden, you are not alone. You might be asking yourself why you’re feeling this way – after all, “it’s only a job”.

As a therapist who has worked in customer service roles, I feel I can offer a distinctive insight into the specific challenges faced by customer service professionals, how this can impact mental health, and strategies for effective coping.

So, what are the unique challenges faced by those in customer service positions?

Key challenges faced in customer service work

Erosion of self-esteem and agency

Customer service professionals often find themselves in situations where they are blamed for issues beyond their control or feel compelled to agree without being able to assert themselves. Over time, this can erode self-esteem and diminish one's sense of personal agency.

Lack of control and unpredictability

The unpredictable nature of customer interactions contributes to a persistent sense of anxiety. Not knowing what to expect can leave workers feeling vulnerable and uneasy, heightening workplace stress.

High-pressure, target-driven environments

Many customer service environments are driven by targets and performance metrics. Employees must balance meeting these demands with providing authentic, helpful service to customers. It can be hard to know what to prioritise in any given moment.

Long and irregular hours

Customer service often involves long and inconsistent working hours, leading to a lack of routine and poor work-life balance. Shift work makes it difficult to find enough time to recharge and can also impact sleep.

Instability and high turnover

Frequent turnover rates in customer service positions disrupt consistency and make it challenging to build lasting workplace relationships. This instability can leave employees feeling isolated and unsupported.

Emotional burnout and masking

Continually needing to empathise with customers while suppressing your own needs and emotions contributes to significant exhaustion and emotional burnout. The expectation to maintain a consistently positive and friendly demeanour further intensifies this. It may be particularly challenging for those with ADHD or autistic individuals, who may already feel pressure to mask.

Customer service is often seen as a low-skilled job that anybody can perform. In reality, many would struggle balancing the practical and emotional challenges it brings.

Drawing on both personal experience and clinical insight, I’ve identified some helpful tips to manage these distinct workplace stressors and protect your mental health.

Seven strategies for effective coping

1. Self-awareness 

• Regularly check in with how you are doing to help you identify personal triggers and stress responses.
• This can be through activities such as mindfulness and journaling, as well as talking things through with others.

2. Managing emotions

• Maintain emotional detachment by not internalising negative customer interactions, preserving your sense of self. Customer complaints are rarely personal and shouldn’t impact your self-worth. Your work does not define who you are as a person.
• Use mindfulness to stay present in each interaction. Avoid dwelling on past negatives and focus on what you can control.
• Recharge outside of work by practising self-care and spending time with people who enable you to be your authentic self. 

3. Breaks and rituals

• Where possible, take short, regular breaks throughout your shift to reset.
• During breaks, try breathing exercises, stretching, and short meditations to de-stress.
• Establish post-shift rituals (e.g. walking, listening to music, connecting with friends) to decompress and separate work from home life.

4. Setting boundaries

• If you work from home, it’s especially important to separate your personal and professional lives. Set physical boundaries by leaving your workspace during breaks and after hours.
• Assert your needs and limits clearly and respectfully with your employer.
• You don't have to tolerate customer abuse, and your manager should support you on this. 

5. Peer and management support 

• Share experiences with trusted colleagues to help you feel less isolated.
• Seek clarification and guidance on priorities and the most effective strategies for managing competing demands.

6. Advocacy

• Advocate for regular team check-ins to promote a supportive work culture.
• Encourage systemic changes such as improved scheduling practices and access to mental health resources.

7. Professional help

• If chronic stress or burnout persists, seek support from a mental health professional.
• Many workplaces offer access to free counselling through employee assistance programmes, where private therapy is not an option.
• Although it shouldn’t have to get to this point, there is no shame in taking time off sick if needed – speak to your GP about this option.

The hope for this article was to provide you with more of an insight into exactly why you might be struggling at work and understanding that while this is common in the world of customer service, it’s not something you should have to tolerate. Trying to push through can lead to burnout and negatively impact your life and mental health.

If you’re encountering any of these difficulties in your role, implementing the above suggestions should help you learn to cope with them better and improve your well-being. And remember, if you need further support, consider reaching out to a therapist or your GP.