Abusive customers cause emotions to run high

Abusive customers cause emotions to run high - 1 John...

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1 John Watson MT302 Organizational Behavior Unit Five: Case Incident 2 Abusive customers cause emotions to run high July 10, 2009 Abusive Customers Cause Emotions to Run High
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2 1. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout? What is the emotional labor perspective? To summarize the definition found in the book Organizational Behavior , it is when employees must execute the expectations of their organization through their emotions and interact it with their interpersonal environment at work. The challenge here as the book puts it," Is when employees have to project one emotion while simultaneously feeling another." The book goes on to say, "This disparity is called emotional dissonance and can In the case of dealing with an abusive customer, it could lead an employee to feel stress by having their felt emotions compromised by their displayed emotions and this could lead them to burn out if they have no outlet. Most common stress relievers are exercising, talking to a friend or doctor, and good sleep. Furthermore, it should be an employee's skill and ability to learn emotional intelligence while not taking their customers seriously while using their emotional intelligence to deal with abusive customers and realize it is their profession and career. Through developing this emotional intelligence when dealing with abusive customers an employee would strengthen themselves by having the protection while not being affected by customer's negative emotions. They would be above the situation. This will eliminate burnouts and minimize stress. Since we are all humans and you cannot divorce emotions from ourselves as well as the workforce, we experience stress every now and then, no matter how thick our skin is. It is important then to know what helps you in relieving this stress. As a customer representative in case incident 2, their customers have never met them and have no knowledge of them. Customer representatives should first let their words go and deal with them professionally.
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3 2. If you were a recruiter for a customer-service call center, what personality types would you prefer to hire and why?
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This note was uploaded on 11/29/2010 for the course FINANCE 983947 taught by Professor Shahidkhan during the Spring '10 term at A.T. Still University.

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Abusive customers cause emotions to run high - 1 John...

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