1. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout?
In the case of dealing with an abusive customer, it could lead an employee to feel stress by having their felt emotions conceded by their displayed emotions and this could lead them to burn out if they have no solution. 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 1, 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.
2. If you were a recruiter for a customer-service call center, what personality types would you prefer to hire and why? In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day-to-day basis?
Finding the correct person for the right job position can be easier than it may appear on one condition, that the person who is applying for a customer service position is honest and truthful. If they were not, it would surely show in their work performance immediately. What I am getting as it is careers for...
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