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Burnout Self-Test

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I work in a customer contact center with about 13 direct reports, who all speak with customers throughout the day. Typically customers have an issue that needs resolving, which is why they called into our customer service department. Dealing with a number of hostile customers can produce a great amount of stress in a work environment, especially when these customers are escalated to supervisors for assistance. However, the ability to handle stress is a technique that has to be exercised when dealing with customers, because having that control will assist in retaining customers and providing them quality customer service. My results from the burnout self-test revealed, “little sign of burnout here, unless some factors are particularly severe” (“Burnout Test”, n.d.). From taking the quiz, I learned that I am not as overwhelmed as I sometimes feel. I take more control over outcomes than I feel that I do during stressful times. Sometimes when you are in the mist of stressful times, you can not really gauge or determine how well you are dealing with situations, but this test helped me but things into a better perspective. Future steps I will take to ensure stress does not negatively affect my ability to be a productive and effective employee is to …show more content…

Michelle Randall (2013) explains that “delegating is a great way to ensure that more tasks get done in less time, and it builds team capacity” (Randall, 2013). Delegating helps relieve some responsibilities in areas that do not require close supervision and the opportunity to focus on more important tasks. Hopefully through delegating I am able to coach and develop my direct reports in being quality customer service associates that are capable of deescalating issues in a non stressful matter. Focusing on delegating will eventually create a less stressful environment for all and hopefully increase

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