Does happiness at work matter?

All,

The following is brought to us from  the Customer Service Reader RSS Service. It has a collection of notes & commentary on essential works of experts in customer service and related fields.

Does happiness at work matter? Most of your life is spent going to work, being at work, going from work, thinking about work, and talking about work after work. If you work in customer service, and are not happy with your job, you have the wrong job. You should find the calling that makes you happy. When you are happy at work, you’ll never have to work another day.

Most people don’t expect to find happiness, working a customer service job. But customer service, by its very nature, presents unique opportunities for the pursuit of happiness, not only for individuals, but for society as a whole.

Researchers in the field of Subjective Well-being (happiness) have found that there are certain characteristics that happy people have in common. Happy people:

  • Have self-control
  • Are grateful
  • Have good social relationships, supportive friends and family
  • Have an adequate income
  • Have respectable jobs, and
  • Have a philosophy that provides meaning to their lives.

Using this framework, can we, as providers, find happiness through customer service?

Self-control

The consistent practice of outstanding customer service behaviors requires an extraordinary amount of self-control. It starts with the realization that YOU are in control.

  • You choose your attitude
  • You choose your response
  • You choose to set aside your personal problems
  • You choose to give others a better day

When we take control, we refuse to be victims of circumstance, or of our own personal weaknesses. We take charge of our lives and of the situations that we face. This is a principal requirement of a life in service and, as it turns out, a principal requirement for a happy life.

Gratitude

“Thank you” is perhaps that the second most important customer service phrase. We use it (or ought to use it) dozens of times a day (thank you for calling, thank you for bringing that to my attention, thank-you-come-again). When we use these phrases authentically – i.e. when we mean what we say – we develop a habit of thankfulness. In Akumal III, Dr Bob Emmons reported research which showed that “people high in gratitude are more satisfied with life, have more vitality, more happiness, more optimism, hope, positive affect, lower psychological symptoms, more prosocial behaviors, and are higher on empathy”.

Good social relationships

When you consistently practice customer service values and skills, such as kindness, listening, empathy, gratitude, responsibility, and persuasion, you develop habits that will stay with you for the rest of your life, and that can be applied to all other aspects of your life. You’ll be able to make friends more easily, and will be better skilled at strengthening your relationships with your friends and family. They in turn will tend to reciprocate. People who are happy have strong relationships with friends and family. This is both a characteristic of happy people, and a consequence of their behavior.

Adequate income

There is a premium in the labor market for outstanding customer service providers. More important, we have the opportunity to constantly increase both our short-term and long-term income by applying our customer service skills. As Henry Ford once said, one who is “absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”

Respectable jobs

This has two components. There’s the respect that you get for how you do your job, and there’s the respect you get for having that job. It’s not easy to provide outstanding customer service to every customer, on every transaction, every minute of the day. If you can do that, that’s something you can truly be proud of, and it’s certainly deserving of respect. Chances are you already stand out, and are duly rewarded.

The second component, respect for the job itself, depends less on the individual, and more on the team as a whole. When everyone in your organization or location provides outstanding service, people tend to talk about you, and you’re likely to be known and respected for the service that you provide. It’s a source of pride just to be part of such a team. The hard part is that it does depend on everyone. All it takes is one bad player to ruin the whole game.

A philosophy that provides meaning to their lives

The principles at the root of outstanding customer service are simple enough to say:

  • Our lives have more meaning when we serve others
  • Customer service is, first and foremost, a form of service
  • To serve each other and each customer is to serve humanity

As customer service providers, we touch millions of people each year. Each contact is an opportunity to make each life we touch a little better each day. And when we make people happy, they tend to pay it forward. Through the phenomenon psychologists call the “emotional contagion”, we can be carriers of an epidemic of kindness. We can be weapons of mass construction.

I’ll end with some thoughts from some people who are a lot smarter than me:

Everyone can be great because everyone can serve. Martin Luther King Jr

Joy can be real only if people look on their life as a service. Leo Tolstoy

The value of a man should be seen in what he gives and not in what he is able to receive. Only a life lived for others is a life worth living. Albert Einstein

Every one of us does render some service or other. If we cultivate the habit of doing this service deliberately, our desire for service will steadily grow stronger, and will make, not only our own happiness, but that of the world at large. Mohandas  K Gandhi

See also: Q&A with Dr Ed Diener

What are your thoughts and ideas ?

Resources that may be helpful:

Advertisements

6 Comments

Filed under good-to-great, happiness at work, tips

6 responses to “Does happiness at work matter?

  1. gwilber18

    This article is very good. It helps to keep us knowing waht a good job really is. Here in Student Care it is like the main steps of having a good job. we talk about the job at home between employees. While doing that we are still enjoying it. That helps us to come to teh work place and put forth every effort we have. Prosper does a great job on keeping the enviroment family oriented and helps us to make things prosper in our personal lives too. Prosper sticks to teh ideas above adn helsp us to make things possible in the end to meet the right criteria. Thank you Prosper

  2. iamsohotrightnow

    I think that much can be gleaned from these principles. To be sure, happiness does not come by the amount of money that you make but by the way you live your life. I have heard it said that someone who is truly happy does not distinguish between work and play – to him they are the same. I believe that at Prosper our philosophy seeks to create such an atmosphere. By truly seeking to serve the customer and by believing in what we do we can find satisfaction and fulfillment.

  3. This article laid out a good idea of a happy job and laying the foundation for jobs to come. In school I have learned that on the average people will change careers 5 to 6 times in their lifetime. Having a foundation to build on is key in any aspect of life. Prosper provides that of dealing with people in confrontational situations. In a book by Stephen covey he talks about how most people fail in situations that result in confrontation. Through prosper I have learned to deal with those confrontations, come up with solutions, and the ability to help the customer to be satisfied as well as the company.

  4. El Paletero

    I think and believe happiness matters in the job and outside the job. Having and finding the pursuit of happiness in one of the most important factors in life and in a career. If you are happy doing your job you will be PROSPERous. It states that one finds happiness while serving others and that is so true. Everyday people call into get served something that they need or want to hear. We have one of the most critical positions here at Prosper because we are the ears and hands of prosper. We deal with the clients or students that are needing to be served. If you are happy you will be more successful in doing the work. Justin S.

  5. Thank you for the responses! I agree with you about serving others and the critical roles we play-Keep up the good work!-
    Devin

  6. You All Have posted valid points!And you do a very good job I do notice all the hard work and more importantly our students are glad you are here;0)

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s