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What is Managing Emotions in Customer Service about?

1. Customer service representatives often have to deal with abusive and angry customers due to long wait times and automated phone systems. This causes high levels of stress and negative emotions for representatives. 2. One representative, Erin Calabrese, recalls an angry customer, Jane, who yelled insults at her for 10 minutes, leaving Calabrese shaking. Some customers are also racist toward representatives. 3. The abuse can have damaging effects on representatives

Author

niwas

Language

EN