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Begonia Begonia
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Posts: 464
Rep: 4 0
4 years ago
Working with customers calls for "emotional labor." This term means that:

▸ employees need to vent their frustrations.

▸ we may be required to display emotions that are not exactly what we are feeling.

▸ getting mad at customers is normal and to be expected.

▸ boring, repetitive work makes people more emotional.
Textbook 
Customer Service: Career Success Through Customer Loyalty

Customer Service: Career Success Through Customer Loyalty


Edition: 6th
Author:
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brigettelearnbrigettelearn
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#1
Posts: 359
Rep: 52 0
4 years ago
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Begonia Author
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4 years ago
I appreciate what you did here, answered it right Smiling Face with Open Mouth
missnoname
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Yesterday
Helped a lot
shelbycox
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2 hours ago
Smart ... Thanks!
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