Battling Anxiety When Dealing With Customers

Customer service roles can be fast-paced, emotionally demanding, and mentally exhausting, especially when you’re expected to stay calm under pressure.

For many agents, this constant demand can trigger anxiety that affects both wellbeing and performance. The good news? There are practical, proven ways to manage it.

6 Steps to Managing Anxiety in Customer Service

Here’s how to take control of anxiety before it takes control of you.

1. Understand What Anxiety Really Is

If you’re in a stressful job, it helps to understand what’s actually happening in your body when anxiety hits.

Anxiety activates your fight-or-flight response, a biological survival mechanism. It’s useful in life-or-death situations, but in modern life, this same response can be triggered by high workloads, tight deadlines, or difficult customers.

You might feel:

• Shortness of breath
• Racing heart
• Muscle tension
• Dizziness
• Feeling “frozen” or unable to respond
• Feeling nauseous

Knowing what’s happening physiologically gives you the power to intervene early.

2. Try Progressive Muscle Relaxation

Stress often lives in the body before it reaches the mind. That’s where Progressive Muscle Relaxation (PMR) comes in.

PMR involves intentionally tensing and releasing different muscle groups, one at a time, from your feet to your face.

This helps

• Reduce physical tension
• Increase body awareness
• Interrupt the cycle of stress

3. Build a Mindfulness Habit

Mindfulness isn’t just a buzzword, it’s one of the most effective tools for managing workplace stress. Studies have shown that just 10 minutes of mindfulness per day can lower cortisol levels (your body’s main stress hormone) and improve emotional regulation.

Proven Techniques:

• Meditation: Even short, guided meditations can create real change over time.
• Yoga & Tai Chi: These movement-based practices combine physical relaxation with mental focus.
• Mindful breathing: Ground yourself before or after stressful calls.

4. Prioritise Quality Sleep

Sleep and anxiety have a two-way relationship: poor sleep fuels anxiety, and anxiety disrupts sleep. Customer service roles that involve irregular shifts, late hours, or back-to-back queues make this even tougher.

Sleep Hygiene Tips:

• Avoid screens at least an hour before bed
• Stick to consistent sleep and wake times
• Limit caffeine after 2 PM
• Try a calming wind-down ritual: journaling, light reading, or stretching

5. Consider Natural Support (With Caution)

While not a replacement for medical advice, some herbal and natural remedies have shown mild effectiveness in reducing anxiety symptoms:

• Chamomile: Shown in some studies to reduce generalized anxiety
• Lavender (oral capsules or aromatherapy): Known for its calming effects
• Ashwagandha and Rhodiola: Adaptogens that may help regulate stress hormones

6. Talk to a Professional – And Don’t Be Afraid to Speak Up at Work

If anxiety is starting to interfere with your work, your health, or your ability to show up fully, don’t go it alone. One of the most important steps you can take is simply talking to someone you trust, and that can start with your manager, team lead, or HR representative.

You don’t have to share everything, but giving them a heads-up that you’re struggling can help them support you more effectively.

That might mean adjusting your schedule, offering more breaks, switching tasks for a day, or simply knowing they’ve got your back when things feel overwhelming.

Then, consider talking to a professional.

If anxiety continues or becomes more severe, reaching out to a mental health professional is a powerful next step. Therapists, counsellors, and doctors can help you explore tools that go beyond coping, and actually start healing.

For more on agents mental health in the workplace, read these articles next:

• 10 Wellbeing Tips From an Award-Winning Contact Centre
• Employee Well-Being: How to Reduce Contact Centre Stress
• How to Rethink Agent Mental Health

Author: Hannah Swankie
Reviewed by: Rachael Trickey