Case Incident 2: Abusive Customers Cause Emotions to Run High
Telephone Customer service representatives have a tough days with the automated telephone system that create a labyrinth for the customer. It keeps the awaiting for a long period even though when it is urgent. For this system customers become stressed out and fall into abusing the CSR (Customer Service Representatives) in this highly psychological case we have seen how the agents become emotionally regretted after being abused by the customers. Most of the customers attack these agents with slangs and other abusing words, even though they try to apology or handle the situation cordially. Then its a huge challenge to ...view middle of the document...
Question2: If you were a recruiter for a customer service call centre, 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 today basis?
Customer service center's objective is to satisfy the customers. If I were a recruiter of such a call centre then I will prefer a less tempered, mental stress capable, patient and high tolerance capable
employee. The employee should also have strong interpersonal skills, be more courteous and less
hostile. Since the employees have to handle the abusive customers as well as the other customer so they
must be calm and quiet in nature.
Question3: How might emotional intelligence play a role in responding to abusive customers?
What facets not emotional intelligence might employees who are able to handle abusive customers
Emotionally intelligence is one's ability to find out and manage emotional cues and information. If the customers are not happy and satisfied, then they behave...