Lashundra Jones_MT302_Unit 5_Assignment

Lashundra Jones_MT302_Unit 5_Assignment - Abusive Customers...

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Abusive Customers Cause Emotions To Run High 1 Lashundra Jones MT302 Organizational Behavior Unit Five: Case Incident 2 Abusive customers cause emotions to run high Date: March 28, 2010
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Abusive Customers Cause Emotions To Run High 2 Everyone has been there one time or another. The angry customer on the other end yelling and screaming in your ear to the top of their lungs. All the while you have to sit their and take all of this abuse, with your head hurting and temper flaring. This one instance can cause a complete meltdown in the work place. Abusive customers can be very racist on the phone or even down right degrading. They lash out at the first live person that they get on the line. This causes stress to the employee and not being able to retaliate causes them to feel inferior. Many employees fake their emotions or what the book calls surface acting in order to maintain their job. They become burnt out because thet can no longer be numb to the cruel treatment that they are experiencing from abusive customers. They are emotionally drained and many become ill or
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This note was uploaded on 02/17/2011 for the course MT 302 taught by Professor Thompson during the Spring '11 term at Kaplan University.

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Lashundra Jones_MT302_Unit 5_Assignment - Abusive Customers...

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