Customer Service Teams
With so many corporate workplaces closed down, customer service teams are working remotely and using video conferencing technology to stay in touch with manager and colleagues. Whereas previously customer service teams might have occasionally used videoconferences, today, we’re routinely holding videoconferences that are 100% virtual. And that introduces a problem technology can’t fix.
The problem is us, specifically the fact that that we haven’t evolved socially — or even neurologically — to the point where we can bear much isolation. So much of our wellbeing, and by extension what makes us productive, is predicated on physical proximity, that the removal of that proximity for any period of time can be severely damaging. One surprising casualty of social distancing? Laughter.
Normally people laugh about 18 times per day. And 97% of that time we’re laughing with others — we are 30 times more likely to laugh with others than to laugh alone. Think about it: When was the last time you had a funny thought alone and laughed at it out loud? Now think a bit more: How often when you laugh and your friends laugh at something, is that something actually funny? It may surprise, but research shows that 80% of what people laugh at is really not that funny.
Customer Service Teams Need Laughter
In high pressure environments people use laughter to let off steam and nowhere is that more evident than in customer service teams.
So why do people laugh? They laugh because others laugh. They laugh in order to laugh with others. Just as everyone starts yawning when just one person yawns, most people can’t help but laugh when those around them do. This is why comedy shows on TV have pre-recorded laugh tracks.
Laughing in response to other people laughing is not just a behavioural phenomenon. When we laugh, our body releases two key chemicals. First, our pituitary gland releases endorphins into our blood where they make their way into the brain and spine. Endorphins are polypeptides that interact with opioid receptors in the brain to help relieve pain and trigger feelings of pleasure. In fact, studies show that people can endure 15% more pain simply by laughing for a few minutes beforehand.
Second, when we laugh, our brain releases dopamine — a neurotransmitter that creates a sense of euphoria. Dopamine can enhance learning, motivation, and attention. In fact, the overall health benefits of laughter and the neurochemicals involved include improved immune functioning, stress relief, increased tolerance for pain, improved cardiovascular health, reduced anxiety, sense of safety, and improved mood. Laughter is also associated with higher motivation and productivity at work. Which brings us back to Covid-19.
The isolation that customer services teams have been imposed on to combat the pandemic is severely curtailing social interaction, leading to decreased laughter, and a consequent reduction in beneficial chemicals that our bodies need. To make matters worse, the associated stress and fear we are experiencing alone is pushing our biochemicals in the wrong direction. When we are under threat, danger, or stress, our body releases cortisol, a glucocorticoids hormone produced in the adrenal glands on top of each kidney, into the bloodstream. Most cells within the body have cortisol receptors, so its effects are widespread. Too much cortisol can result in weight gain, headaches, irritability, fatigue, difficulty concentrating, and high blood pressure.
Getting the whole team together for 30 minutes has really created a great buzz amongst them. You should give it a go, we all got the giggles and it has been great fun.
I think Laughter is a really important thing within the workplace, it helps to bond the team and create a great working atmosphere.
6 ways Laughter can improve your team’s well being
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When taking on the job, you might not have thought that it would be your job to influence the body and brain chemistry of your customer service teams.
But in today’s home-alone, virtual team world, that’s exactly what you should be doing: for your team members to stay healthy and productive, you need to get them to laugh more and stress less.
Does that mean that you need to become a comedian? Not at all. But it does mean that you need to foster some laughter.
Here are five concrete steps you can take to do that:
Most customer service team leaders feel that they need to make every virtual interaction as fast and efficient as possible. When virtual interaction is all people have, this is a mistake. In these times of isolation, an important part of a leader’s job is to socially, psychologically, and emotionally connect and reconnect the team and not just get work done. Laughter is one of the best ways to keep a team emotionally connected. But you need to give it time and space, even if you have to put off some of the actual work.
Get the video working
Humans are amazingly good at reading both visual and auditory clues and cues when it comes to laughter. The more channels you can give them to give and read cues the better. For that reason, make sure that all your people can and do attend via video, because that will increase the cue-flow for laughter.
Smile a lot and talk in a slightly higher voice
People naturally look to the leader of a meeting for signals as to what is okay in terms of behaviour, including permission to laugh. The simplest and strongest facial signal that laughter is okay is a genuine smile. The key auditory cue is the pitch of your voice. Almost regardless of culture, a slightly higher pitch in your voice signals that you want to set a lighter rather than more serious tone for your group.
Set the example
Because like a yawn, laughter sparks laughter, perhaps nothing is more powerful in generating some laughter in your team than laughing yourself. However, just as people can generally differentiate between genuine and fake smiles, they can tell the difference between a real and a forced laugh — which leads to the final recommendation.
Get in the mood yourself.
You need to start with your own chemistry ahead of any meeting. It’s easier to keep laughter (and its neurochemicals) going than it is to start cold in front of all the faces on your Zoom page. Ideally get yourself laughing — even for just a few seconds — in advance. I’d advise watching a funny video just before the meeting starts.
Pretty soon we’ll be able get back to more natural social interactions. But it is very likely that even after the crisis is over, more people will work more often from home alone, which means the laughter issue is here to stay — because no matter how much better the tech gets, social behaviour and neurochemistry evolve over thousands of years. Since that pace is unlikely to accelerate suddenly over the two, 20, or even 200 years, leaders are going to have to get good at making laughter happen.