Essay on Abusive Customers Cause Emotions to Run High

736 Words Feb 20th, 2011 3 Pages
Fernando, Jean Andrea V.
Abusive Customers Cause Emotions to Run High

1. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout?

Emotional labor, as defined from the book, is an employee’s expression of organizationally desired emotions during interpersonal transactions at work. In a workplace like a customer-service call center, interactions between customers and agents are done through phones. Agents are ordered to show positive emotions to keep the customers happy. Agents, even though they feel something else must try to display other else just to be able to comply with the company’s policy. If the agent is dealing with an abusive customer, their conversation
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What facets of emotional intelligence might employees possess who are able to handle abusive customers?
Emotional Intelligence, as defined by researchers Peter Salovey and John D. Mayer, the subset of social intelligence that involves the ability to monitor one's own and others' feelings and emotions, to discriminate among them and to use this information to guide one's thinking and actions.
Being able to monitor your emotions or identify what’s the other person on the line’s emotion, you’ll be able to understand and sympathize with them and through showing that you care and you wanted to help them may create a good relationship between you and that customer. Also, as part of emotional intelligence, the ability to control one’s felt emotion could play a big part in handling an abusive customer. This may take form of holding back anger and rage, being calm even when compromised in an argumentative situation, or being patient. Having control would prevent emotional outburst that could lead to arguments or fights.

4. What steps should companies take to ensure that their employees are not the victims of customer abuse? Should companies allow a certain degree of abuse if the abuse results in satisfied customers and perhaps greater profit? What are the ethical implications of this?
Companies can ensure that their employees are not victims of customer abuse by constantly monitoring how their employees are doing, try to ask them if they’re

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