Case Study Is About How Can One Abusive Customers Cause Emotions to Run High.
This case study is about how can one abusive customers cause emotions to run high.
As the times improve with technology, we now have automated telephone system for customer service centre. But with this system, it creates a labyrinth for customers. Longer waiting time and thus it's more difficult to speak to an actual human being.
How mad can a customer get? Customer could rant and rave over some small issues and there’s an even vulgarity involved. There might be customers who can be racist towards the officer.
Employees have no choice but to swallow down the hatred. Ad many companies require customer-service employees to display positive emotions at all times to maintain satisfied customers. But they can't expect it to just stop there. It could cause emotional instability to the employees. They are bringing home the negative feedback and emotion, might lead to a dispute within the family due to all the stress.
Employees who are frustrated by the inability to do anything about abusive customers and the mood being caused can have psychology effect on them. Inasmuch as there are no ways of releasing the stress for them.
Although some companies train their representatives on how to defuse a customer's anger and to avoid being abuse personally but the effort isn't enough. If the training helps, employees who work on the phone would not have frequent absent or are more prone to illness and are more likely to make stress-related disability claims than other employees. Thus, emotions can run high and the effects can be damaging.
'The customer comes first' has been heard by many. But companies should give attorney to employees on to deciding when it is appropriate to put customers second. This could help on reducing the stress level the employees have.
3. Questions and Answer
1. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout?
Dealing with an abusive customer leads to stress and
As the times improve with technology, we now have automated telephone system for customer service centre. But with this system, it creates a labyrinth for customers. Longer waiting time and thus it's more difficult to speak to an actual human being.
How mad can a customer get? Customer could rant and rave over some small issues and there’s an even vulgarity involved. There might be customers who can be racist towards the officer.
Employees have no choice but to swallow down the hatred. Ad many companies require customer-service employees to display positive emotions at all times to maintain satisfied customers. But they can't expect it to just stop there. It could cause emotional instability to the employees. They are bringing home the negative feedback and emotion, might lead to a dispute within the family due to all the stress.
Employees who are frustrated by the inability to do anything about abusive customers and the mood being caused can have psychology effect on them. Inasmuch as there are no ways of releasing the stress for them.
Although some companies train their representatives on how to defuse a customer's anger and to avoid being abuse personally but the effort isn't enough. If the training helps, employees who work on the phone would not have frequent absent or are more prone to illness and are more likely to make stress-related disability claims than other employees. Thus, emotions can run high and the effects can be damaging.
'The customer comes first' has been heard by many. But companies should give attorney to employees on to deciding when it is appropriate to put customers second. This could help on reducing the stress level the employees have.
3. Questions and Answer
1. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout?
Dealing with an abusive customer leads to stress and