Abusive customers essay

More Essay Examples on Emotion Rubric Constant of low-level stressful events can have potential to cause employees to experience gradually increasing levels of strain over time. Stress can build up with someone over time which in return can strain and stress at work can increase their moods. 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?

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.

Stress can accumulate and could lead to burn out as well as emotional breakdown if not taken out or relieved. If you were a recruiter for a customer-service call center, what personality types would you prefer to hire and why? 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.

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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?

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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.

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Choose Type of service.Free Essays on Abusive Customers for students. Use our papers to help you with yours 1 - 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? Emotional intelligence is an ability or skill to identify, assess, and control the emotions of own self, of others, and of groups.

Latest Essay Papers. Women, men and the whole damn thing Call it the Harvey Weinstein Effect: the wave of white-hot anger about predatory men that’s smashing reputations around the globe. 1 - Abusive Customers Cause Emotions to Run High introduction. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout?

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