Overview

Working in customer service isn't for the faint of heart, especially if you're someone who feels everything deeply. Thriving in Customer Service: Calm Mind, Strong Service Every Time is your practical, heartfelt guide to staying emotionally strong in a high-stress, people-focused career. Whether you're answering phones, handling complaints, or managing long lines of customers with short tempers, this book gives you the tools to stay grounded, resilient, and confident. Written by a seasoned CSR with over 23 years on the front lines of retail and contact centers, this book speaks directly to the highly sensitive service professional who wants to serve others with great patience without losing themselves in the process. You'll learn how to manage emotional triggers, protect your mental wellbeing, and shift your mindset so you can thrive even in the toughest interactions. With relatable stories, simple strategies, and a compassionate voice, this is not a textbook, it's a guide from someone who's lived it. If you've ever felt overwhelmed, underappreciated, or on the edge of burnout, this book is your reminder that you're not alone and that you can be emotionally strong and exceptionally kind at the same time.

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9780228847823

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Monique Wallace draws from real-life lessons, where empathy, resilience, and perseverance were part of daily life. Those early lessons laid the groundwork for a 23-year journey on the front lines of customer service, spanning busy retail stores, high-volume call centers, and every emotionally charged interaction in between. Monique understands the deep emotional toll of service work and the strength it takes to stay calm, kind, and composed under pressure.Throughout their career, they've never taken stress leave or burned out; not because it was easy, but because they developed practical, personal strategies for staying mentally strong and emotionally grounded. In Thriving in Customer Service Calm Mind, Strong Service Every Time, Monique shares those real-life lessons with honesty, compassion, and a touch of humor. This isn't therapy, it's heartfelt, relatable guidance from someone who's been there. Monique wrote this book to help fellow CSRs feel seen, supported, and empowered to protect their peace and thrive in their careers, no matter what the day throws at them.

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