Presented by Cigna Employee Assistance Program STRESS IN CUSTOMER SERVICE ROLES 1

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Explore the sources of customer service stress Identify different stress coping strategies Learn tips for managing stress in a customer service role Review the benefits of your Employee Assistance Program (EAP) SEMINAR GOALS 2

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Stressors in direct customer interactions include… Angry customers Busy season Being “on” all the time Repetition SERVICE STRESS 3

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Stressors behind the |scenes include… Coworkers Managers Quotas or measurements Skipping breaks WORK STRESS 4

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Exaggerate the negative: “That was the worst customer ever.” Pessimistic viewpoint: “I get so many terrible calls.” Adding pressure: “Look at all this work I have to finish by tomorrow!” Defeatism: “I’ll never meet my targets now.” Focus on uncertainty: “What if I get another call like that one today?” THOUGHT STRESS 5

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. YOUR REACTION TO STRESS 6 Active and Indirect Inactive and DirectInactive and Indirect Active and Direct Active responses are generally the preferred coping strategies.

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Don’t take it personally Have calm, positive tone of voice Collaborate with coworkers Be respectful and confident STRESS MANAGEMENT WITH A CUSTOMER 7

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Try positive problem-solving Make a list of priorities Know what you need and where to find it Make the most of your break time STRESS MANAGEMENT AT WORK 8

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Shift your perspective Learn from mistakes Consider facts over emotions Have a mantra DEFEATING SELF-DEFEATING THOUGHTS 9

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. Sleep well Eat healthy Get regular exercise Find healthy ways to relax Develop a support network STRESS MANAGEMENT FOR LIFE 10

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. BENEFITS OF THE EAP 11 Face-to-face sessions Confidential Prepaid Unlimited telephonic consultation Available 24 hours a day, 7 days a week Household benefit Work/life support such as elder care, child care and pet care Financial services Legal services

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. 12 REFERENCES American Psychological Association (APA). (2014). Stress in America: Are teens adopting adults’ stress habits? Retrieved from

Use and distribution limited solely to authorized personnel. © 2015 Cigna Some content provided under license. 13 All Cigna products and services are provided exclusively by or through operating subsidiaries of Cigna Corporation, including Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company, Cigna Behavioral Health, Inc., and HMO or service company subsidiaries of Cigna Health Corporation. The Cigna name, logo, and other Cigna marks are owned by Cigna Intellectual Property, Inc. All models are used for illustrative purposes only /15 © 2015 Cigna. Some content provided under license.