Research On Stress And Coping Strategies Of Customer Service Representative Of A Bank

In recent years,the homogenized competition between China's commercial banks is becoming increasingly fierce,and the requirements for customer service quality are also increasing.As a support department,the customer service center of the commercial bank is the key part to contact the customer and to establish the brand image.It plays an important role in the survival and development of a modern commercial bank.The customer service center of a modern commercial bank is with high risk,knowledge intensive,emotion intensive,high security,zero error tolerance,and the implementation of 7*24 continuous uninterrupted operation,which result to high professional requirements and challenges for customer service representatives(CSRs).CSRs generally show the trend of younger age,who have long been engaged in customer service work with relatively high strength,monotonicity,and mechanization,which will easily lead to tense mood,mental pressure,and job burnout;meanwhile it may lead to a higher rate of turnover,higher cost of recruitment and training,and also a series of problems in personnel management efficiency.These problems will bring greater adverse effects on the development of customer service centers and the employees for their own development.In this paper,the A bank customer service center is set as a sample of the CSR working stress,psychological adjustment and emotional management strategies for research.Based on full reference at domestic and abroad document on emotional labor and psychological adjustment,the design of the questionnaire,perceived the stress of 412 CSRs of the center,the sources of stress,satisfaction,performance and behavior investigation and pressure adjustment and so on.On this basis,we make a descriptive statistical analysis of the survey data,in order to study the causes of stress,the source and the overall situation of pressure regulation.Based on descriptive statistical analysis and the introduction of multiple linear regression model,this paper studies the influence of the source of psychological stress and the effect of psychological stress on the behavior of the CSRs.Furthermore,the psychological adjustment index was used as the moderator variable to analyze the moderating effect of psychological adjustment.The research conclusions are: Firstly,89.06% of respondents feel greater pressure on work,and the pressure comes mainly from the nature of the work,followed by the working environment,the relationship between colleagues.The second,the CSR pressure adjustment is more inclined to self-regulation,followed by the help between colleagues.The third,the psychological adjustment to the front-line employees plays a significant role in the mitigation of the enterprise evaluation and satisfaction.In the support of the analysis of survey data,there are some suggestions for the customer service center and the employees who have psychological problems: Firstly,we need to establish a high standard of recruitment process;secondly establish a practical and effective performance evaluation system;the third is to provide a career development plan can be achieved;fourthly,we should create a relaxed and comfortable working environment;fifthly,we can establish a variety of informal organizations;in the end,a smooth communication channel should be established.Suggestions for the employees: They may master the necessary psychological adjustment skills to enhance their ability to restore emotions and keep optimistic;and then pay attention to the planning and design of their own work,set clear career goals;and an effective balance between family life and work is important,which will provide a good support for the work.