In any business, no matter the domain, there will always be some element of service. When you picture any kind of customer service representative, what comes to mind is an overly-cheery person chirping away on the phone to a disgruntled customer. It may seem hyperbolic, but having worked in several customer service industries, I can attest to its tricky balance of authenticity and acting. But the skills that you can come away with through a service job can be invaluable when applied to everyday life. Here are some of the things I learned on the job.
1. Become a character
Customer service reps can seem utopic. But the people that work in customer service are not so different from everyday people. They don't have superhuman levels of patience; they don't have an extraordinarily high pain tolerance. Mostly, they're able to reason with unreasonable people because they make a transformation. "Becoming a character" may be over-exaggerating the point, but working in service requires you to put on more than just a happy face. It's a performance, just like being on stage. You can think of it like a switch that you turn on, to turn into your cheery self, able to combat even the most banal of administrative woes.
It gives you the opportunity to momentarily forget your personal issues and take on a positive persona. This can be helpful in real life in almost every situation, from a first date to a corporate presentation. Adopting a positive attitude is not being "fake," but projecting your best self onto your audience. We all want to come out on stage looking great, right? Plus, having a positive attitude can also reduce stress!
2. Always have an answer
Customer service people never have all the answers. But it's their job to be hubs of information and assurance. That means, even if you don't know the answer to a question, you have to assure the customer that you will find out, or direct them to the person that will know the answer. But whatever you do: don't lie. A lot of times, people think it seems weak to tell someone that you don't know the answer. But it's a lot worse of an idea to make something up and have to deal with the fallout after. At the end of the day, most reasonable customers appreciate and respect your efforts, even if their problems aren't solved immediately.
In life, always having an answer makes you appear even more confident. But when it comes to big decisions, don't feel that you have to provide an answer right away. Consult with your best sources of advice and then come back with a day that you will have your answer. Remember, the longer you take to respond, the more effort it seems that you are putting into your response.
3. Don't argue
Now the lawyers in the room might disagree with me, but the negative energy that's created during an argument is not healthy for either party, especially in a professional environment. If you're dealing with an unruly customer, you need to know how to de-escalate rather than fuel their fire. People love to complain, and the next step after complaining is ranting. And then, hopefully not, throwing stuff. Your job is to speak in a calm and respectful demeanor and not blame the customer.
Arguments happen in life all the time; they're a part of humanity. But greatly reducing arguments will also reduce your cortisol levels. No screaming, just speaking.
4. Burn your ego
In the service industry, it quickly becomes clear that you are an ambassador of a brand, a representative of a company. That means, you have to sacrifice a bit of your personal identity. It's not a bad thing! It just means that your job is not to be the winner in a situation or prove that you're right. Your behaviors should directly align with the better good of the company which you represent. So you must act for the whole, even if that means letting go of your ego just a little.
In life, we are faced with certain choices that require us to consider the bigger picture over ourselves. Just suck it up and write about it in your memoir.
5. It's not personal
Whenever you have a conflict at work, it's easy to blame yourself. But most of the time, customer complaints have everything to do with things out of your control. You're just the messenger, remember, not the king. When a customer is going off on you, they're not accusing you of having bad character or being a bad person. They're just frustrated with a usually minor banality and have no personal agenda against you.
Similarly, many things in life will be your fault, but you can't take them personally. If so, you'll start to ruminate and bog yourself down, sabotaging your chances of success. The best advice is to leave it in the past, and move on.
Customer service is not an easy profession, but teaches a variety of useful skills when dealing with problems in the real world. So put on a smile and prepare yourself to be patient. Your kindness will be rewarded.
The tech industry's having a tough time. Only months ago, those who were bragging about their hot tech jobs and (seemingly) hyper-performing Crypto portfolios are probably screaming, crying, gnashing their teeth, and throwing up. And they may or may not be unemployed.
First, the recession is obliterating the stock market as we speak. Then, the summer Crypto proved the “decentralized marketplace” isn’t as impervious as Crypto nerds claimed. And now, the entire tech industry is facing a serious reckoning. It’s meltdown season — and Mercury isn’t even in retrograde.
First, Elon Musk bought Twitter. He subsequently fired a staggering number of employees. He then instituted Twitter Blue, a verification subscription which was a spectacular FAILURE. Most notably, causing the stock price of every significant insulin company to plummet by BILLIONS. It’s a long story, but the takeaway: the best $8 some random Twitter user ever spent.
Meanwhile, major tech companies like Meta, Salesforce, Redfin — and more — have been laying off thousands of employees. Wave after wave of layoffs are tearing through the entire tech sector, leaving thousands bamboozled and bereft. And this — alllll this — is happening while Jeff Bezos is giving away his money to Dolly Parton. I love her, but she has a theme park. These people don’t have jobs!
But this is nothing compared to the drama going on at former-Crypto giant FTX. And somehow, Tom Brady and Gisele are implicated!?! First, the divorce, now this.
Here’s a simplified version of events — and you don’t even need to understand crypto to follow along.
The Super Bowl: The true origins can be traced back to the Super Bowl, where much ad time was devoted to emergent crypto companies vying for the attention of potential investors. Among them: FTX.
January 2022: FTX was valued at an estimated $32 billion. They even had an NBA stadium named after them in Miami. But most prominently, their now infamous Super Bowl ad starring Larry David, who had never appeared in a commercial before. Just imagine that shoot. You should’ve stuck to your guns, Larry.
Don't Miss Out on Crypto: Larry David FTX Commercial www.youtube.com
Nov 2: The real drama started — as it always does — with some shady trades. CoinDesk published a report that exposed that Alameda Research – owned by the same people as FTX – had bought a ton of FTT … FTX’s cryptocurrency.
Nov 6: In a Tweet, the founder of Binance — one of FTX’s biggest competitors — said their company was going to dump their FTX tokens "due to recent revelations that have came to light." Investors panicked and followed suit. And so began the FTT price plummet.
But with all their investors cashing in their coins, FTX was on the hook for all that money — which it could not afford to pay out. This is when things started to look really hairy.
Nov 8: With their tails between their legs, FTX went to Binance for an out. Binance agreed to acquire FTX.
Nov 9: Just kidding! Whatever was in those docs must have scared off Binance because they pulled out of the deal just a day later. Does this feel like an episode of Succession to you, too?
Nov. 11: FTX had no way to repay all this money. And any potential buys were not going anywhere near this dumpster fire. So FTX was forced to file for bankruptcy. 30-year-old CEO and founder Sam Bankman-Fried resigned.
He tweeted that he was “really sorry,” though! SO maybe that counts for something. Cue the world’s tiniest violin playing in the background.
\u201cFun fact:\n\nIf you spent $1,000 shorting the 2022 Super Bowl advertisers, you'd be a billionaire today:\n\n\u25ab\ufe0f FTX\n\u25ab\ufe0f Carvana\n\u25ab\ufe0f DraftKings\n\u25ab\ufe0f Uber Eats\n\u25ab\ufe0f Meta Oculus\n\u25ab\ufe0f Rocket Mortgage\n\u25ab\ufe0f Coinbase\n\u25ab\ufe0f Vroom\n\u25ab\ufe0f Salesforce\n\u25ab\ufe0f GM\u201d— Chris Bakke (@Chris Bakke) 1667931782
But there’s more!
Later that day, reports emerged that FTX transferred $10 BILLION to Alameda — the same sister company mentioned above. That’s right, the one that started this mess — sparking controversy about how much access top leaders had to the company's finances.
Nov 13: Where’s the money? New reports reveal that those BILLIONS of dollars had just … disappeared?
Nov 14: Now the cops are involved. Where the hell is the money, man? Regulators are trying to get to the bottom of this, while looking into criminal liabilities.
Nov 16: Here comes the class action. Defendants are suing FTX’s Bankman-Fried for misleading information. But the walls are now closing in on celebrities who appeared in FTX commercials, including Tom Brady, Gisele Bundchen, Stephen Curry, Larry David, and Shaquille O’Neal.
"FTX’s fraudulent scheme was designed to take advantage of unsophisticated investors from across the country, who utilize mobile apps to make their investments," the lawsuit alleges. "As a result, American consumers collectively sustained over $11 billion dollars in damages.”
There you have it. But don’t hold your breath — there’s more to come, I’m sure. In fact, the documentary is already in the works
And if you still don’t follow, here are some TikToks tracking the drama:
SBF bears a striking resemblance to Bernard Madoff. #money #crypto #ftx #finance #sbf #news #binance #alameda #bitcoin #ethereum #ftt #coin #cryptocurrency
Every time payday rolls around, I’m on top of the world. Jeff Bezos-level rich - even though I’m anything but. And then somehow the very next day, rent is due.
The cycle continues. The next payday, bills for my apartment. I find myself without a surplus of savings since I just moved and newly-furnished my apartment completely.
Even more terrifying is the looming presence of the holiday season. Halloween’s officially over and before we know it, hello Thanksgiving…and then there’s Hanukkah, Christmas, New Year’s. It’s insane.
I’ve been feeling very British lately. Not in a Union-Jack-obsessed, “Keep Calm and Carry-On” way. I went through that phase in 2012 with everyone else… no thank you. And it’s not even a surge of patriotism catalyzed by the Queen dying — I’m firmly team Diana and team Meghan.
Now that fall is officially here, the holidays will sweep in and I’ll have to contend with the fact that I won’t be spending them with my family in the UK. I went home to London earlier this year, so there’s not much left in my travel budget for another trip across the pond. A few domestic jaunts might be in my future, but the closest I’ll get to England this winter is watching Love Island and Love, Actually.
So in that spirit, I’ve been filling my days with content from my favorite Brits. I’m listening to all the old British rock bands I grew up listening to, patiently awaiting the new Arctic Monkeys album, and rewatching anything with Michaela Coel in it. I even shipped myself an order of British Baked Beans, so you know it’s dire.
I’ve also been watching British YouTubers like Grace Beverley — my favorite. Generally, I only go on YouTube to watch Vogue Beauty Secrets and AD Open Door videos. But I’m so glad I stumbled on Grace. Her content is a mix of London lifestyle (what lured me in), relatable entrepreneurship, and mindful productivity. I’m not a hustle-and-grind-girlboss, but as a creative person in a 9-to-5, I need all the help I can get to stay plugged in. So, the video “how to be really really really productive without getting overwhelmed” changed my approach to WFH.
Grace outlines her own productivity method: the to-do table. Instead of making a simple to-do list, she divides her tasks into a table that anyone can follow. As someone who’s survived with to-do lists for years, I recently implemented Grace’s method, and it’s revolutionized my workdays.
how to be really really really productive without getting overwhelmed www.youtube.com
I follow her routine to a tee. Here’s how it works:
Essentially, she divides her daily responsibilities into four categories: quick ticks, tasks, projects, and non-negotiables.
- Quick Ticks: Actions that take less than 5-minutes
- Tasks: To-do’s that take up to 30-minutes. Probably don’t take too much brain energy.
- Projects: Long-term list items. These help guide your priorities, even if you’re not crossing them off in one day.
- Non-negotiables: Pick 3 things each day that you must get done. This is how you’ll truly measure success.
With everything written down and sorted, next address your schedule. Meetings, deadlines, and time blocks — whatever works best for you. Write it down. Then make a pact with yourself to stick to them.
This way of categorization provides a roadmap for prioritizing your day — making you far more productive. Have you ever spent the entire day on small tasks and then suddenly realized you hadn’t moved the needle on any task? Or do you spend way too much time on tasks that aren’t a priority? No more. With your non-negotiables laid out, you know what to laser-focus on and what to dedicate energy towards.
Also, it pays to know your working style. I’m not a morning person. Yet, I have to be up and at ‘em super early. So, first thing in the morning, I march through my Quick Ticks to warm me up. I set a time limit, so I can knock out some easy wins which is totally inspiring. Then I move on to bigger things without lingering on emails or admin. For others, it might be more helpful to tackle the big things with all that early-in-the-day brain power earlier.
Grace has great tips on avoiding overwhelm and burnout. My favorite is taking more intentional breaks rather than scrolling through social media. I call this scrolling “productive” because I’m “coming up with pitches.” Oh, the lies we tell ourselves. It’s more productive in the long run to giving my brain a break with non-screen related stimuli.
Grace’s solution? Set a timer to read a real, an actual book. I’ve never thought of this. It’s a genius way to check off some books on my TBR and kickstart my creativity. After reading a good book, I’m completely inspired to write. So having books near my desk helps me step away from the computer during my lunch break for an actual reset. (And yes, the current books I’m reading are by British authors: Assembly by Natasha Brown, and Love in Color: Mythical Tales from Around the World, Retold by Bolu Babalolu.)
In my pursuit of switching out my WFH set-up and getting my life together, I’ve engineered my workstation for success. With my new WFH essentials and Grace’s productivity technique, I’m revitalized for work — despite the fall blues and my melancholy about the pending holidays.
Here are the things getting me hyped for work and helping me crush my Grace Beverley-inspired to-do tables — no lists in sight: