Every day, customer service professionals are faced with different kinds of emotions that they have to take in without a choice, whether it is anger, confusion, relief, or gratitude. This is because their work demands empathy and patience, regardless of what they themselves are going through.
In a conversation with The Stack Journal, Priscilia Amadi and Rukayat Amuda share what it means to show up for customers, even on days when it is hard to show up for themselves.
For Priscilia, who has worked in customer experience for over fourteen years, the most emotionally challenging part of the job has been how it gradually changes you. “Everybody who has stayed long in this field knows what I mean,” she said.
“Your character begins to change, your mindset shifts, and emotionally, you become stronger. You start to see what human beings can be in their most basic form, and sometimes it is heartbreaking.”
Over time, she has learned to handle that heartbreak with grace. “It has made me a better communicator,” she said. “No matter how difficult things get, I stay calm and clear. That’s what experience has taught me.”
Rukayat Amuda, who has also spent years managing customer relationships, acknowledged that emotional strength doesn’t mean detachment. The hardest part for her has been showing up on bad days and keeping her emotions out of her work. “You still have to manage queries and escalations without letting your personal feelings slip,” she said. “It is tough because you are constantly communicating with people, and to do your job well, you have to put yourself in their shoes. That is hard when you are already struggling with your own day.”
She, too, has learned to manage her emotions better and sees it as a skill that extends beyond work. “Even in my personal life, I can resolve conflicts or be there for people while managing my feelings. That is what I call emotional intelligence.”
Both women agree that empathy is important in their work, but so is perspective.
Earlier in her career, Priscilia used to take customers’ anger personally. “When customers complained, I internalised it,” she said. “Then I realised it is really not about me, it is about the product or the service. Once I had that mindset shift, I stopped feeling drained. I just focused on listening, clarifying, apologising where needed, and compensating when it was right to do so,” She added that nothing compares to the moment a once-frustrated customer says, “thank you.”
For Rukayat, coping means finding small ways to release tension. “I always tell myself, ‘It is not personal, it’s just work,’” she said. “And when I feel drained after a long day, I listen to a feel-good song or dance to something upbeat to reset. It helps me let go of the stress and start fresh.”
Both women want people to understand that customer service professionals are not machines or scripted voices but humans who genuinely care about solving problems.
“We don’t just follow scripts,” Rukayat said. “Behind every call or email is someone who truly wants to help.” Priscilia added that customers also have a role to play: “Clear communication helps us help you. When customers express their challenges and the solutions they expect, it makes our job easier and more effective.”
Priscilia and Rukayat’s stories are a reminder that customer experience is sustained by real people who, even in exhaustion, still choose empathy. This Customer Service Week, I hope we get to look beyond polite replies and fast resolutions to honour the emotional toll that keeps customers satisfied. It is the least we can do.