From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout? 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. If the agent is dealing with an abusive customer, their conversation could lead the agent 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.
More Essay Examples on Emotion Rubric In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day-to-day basis?
Also, I would prefer people who have personalities with medium level of affect intensity. A person who is high on affect intensity may overreact or get too defensive when a customer tries to be tough on them.
They may also become highly emotional and that could result in them retaliating on the customer or breaking down mentally as well as emotionally. Adversely, a person with low level of affect intensity may become insensitive to the customer as well to the needs of their customers. How might emotional intelligence play a role in responding to abusive customers?
What facets of emotional intelligence might employees possess who are able to handle abusive customers? 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.
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? They may also ask their employees to pass the call to their supervisors if they are already experiencing abuse from their customer.
Companies may also provide recreational areas or activities for their employees to relieve out stress that had been built by abusive calls. By this, build up or accumulation of stress that could lead to burn out or emotional outburst can be avoided.
Ethically speaking, customer-service call center agents are also human and companies should not allow at some degree for customers to just abuse them. Companies should also protect the rights of their employees as their employer.Essays & Papers Abusive Customers Cause Emotions To Run High Essay - Paper Example Abusive Customers Cause Emotions To Run High Essay Telephone customers- service representatives have a tough time these days - Abusive Customers Cause Emotions To Run High Essay introduction.
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.
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 . Abusive Customers Cause Emotions to Run High Problem Identification The overall issue in this case is employee dissatisfaction in the workplace due to the frustrating and stressful environment in which they are immersed in daily.
Abusive Customers Cause Emotions to Run High stress on the Canadian economy is huge, costing an estimated $33 billion a year in lost productivity “(Langton et al, , p.
). This presents a significant problem, broader in scope, to the company in which employee turnaround turnover may be high, thereby minimizing the effectiveness of .
There were actually 4 questions and I have already answered the last two, I just need help with the two that I have included. Thank you. ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH Telephone customer-service.