When people ask me about the biggest challenges the customer service sector faces, they are often surprised when I say I believe it is the well-being of employees.
This piece from Amy McDonald, CEO of Headtorch, argues the need for companies to take mental health as seriously as physical health. The article quotes Deloitte figures: “poor mental health costs U.K. employers up to £45 billion a year,” and “work-related stress, anxiety, or depression now accounts for over half of all working days lost due to ill health.” “In total, 15.4 million working days were lost in 2017-2018 as a result of mental health issues.”
I have long championed the need for businesses to do more to support their customer service workforce. Front-line employees work in a high-pressure environment and often deal with frustrated customers and stressed internal colleagues.
The quote from Andrew Rodgers, former director of well-being at HSBC, struck a chord with me: “the ‘industry norm’ of passing pressure and urgency down the line… can promote unhealthy adrenaline and fear.”
I challenge all customer service leaders to consider if, as an industry, we are doing enough to look after the well-being of people who represent our brand every day.
Originally published on LinkedIn.com