ABUSIVE CUSTOMERS CAUSE EMOTION TO RUN

HIGH

SUBMITTED BY:

JASMEET KAUR(73)• SHALLU AGGARWAL(75)

MANSI JAIN(77)

KARTEY SAINI(79)

PANKAJ KALIA(81)

WHAT IS THE CASE ALL ABOUT

THE CASE HIGHLIGHTS THE TOUGH TIMES FACED BY CUSTOMER CARE REPRESENTATIVES WHILE DEALING WITH IRRARTE CUSTOMERS.

EXECUTIVES LIKE CALABRESE AND EMME PARSONS HAD A TROUBLESOME EXPERIENCE WHILE DEALING WITH CUSTOMERS

Problems faced by representatives

Victim of customer abuse Customers can be racist sometimes Need to keep positive emotions all

the time Do not get a chance to put their

point forward as customer is unwilling to listen.

What makes customer abusive

Long waiting time on phone due to high work load in service center

Automated systems makes customers frustrated which comes out while actual talking

Demanding nature of customers due to wide options

Expectations of the company

Representatives need to be full of positive emotions all the time

They are not allowed to retaliate to the customers and had to bear all their abuses

Highly competitive market forces them to behave like machines and not humans.

Impact of abusive customer- dealing

Leads to stress, both mental and physical Leads to high burnout Self esteem is badly hurt leads to emotional nightmare, which

disturbs the work life balance Negative emotions carried to personal life

which highly disturbs the balance at home All emotions combined can lead to quitting

of job or mental illness

Efforts made by companies to defuse customer anger

Suitable training given to staff regarding difficult situations and people

Executives advised not to take the abuse personally

Executives trained to handle the pressure and stress as these are inevitable in their work life.

Findings

Majority of efforts went in vain as the efforts were not suitable enough.

Customer service employees are absent more frequently

More prone to illness More likely to make stress related

claims than others

Efforts to deal with such situation

Proper training should be given to the staff before giving them the charge

Staff should be selected not only on the bases of their IQ but also on the bases of their high emotional intelligence

Self awareness and evaluation. Once the executives understands themselves, it will be very easy for them to deal with the situation

Right decisions are taken not only from mind but also from inner feeling also

Leaders are made, not born. Once the representatives begin trusting themselves, then use continuous evaluation and progress ,then definitely they will a find way out to tackle the problem.

Question and answer analysis

Question1 :how does dealing with abusive customer lead to stress and burnout?

Ans: It hurts the self esteem of the representative It disturbs the work life balance as the frustration

is carried forward in the personal life as well Emotional burnout as representatives are not

allowed to say anything. It is difficult not to take the comments personally,

which eventually lead to mental disturbance Representatives get demotivated by abusive

talks and loose self confidence

Question 2:what personality types would you prefer to hire and why?

Ans: As an interviewer we would look for the following traits:

Technical skills: such as accounting,financing,engineering know-how etc.

Cognitive abilities: such as analytical reasoning

Competencies demonstrating emotional intelligence. Various surveys and experiences have revealed that it is the benchmark for success at higher level.

Question3:How might emotional intelligence help in dealing with

abusive customers?ANS: Emotional intelligence helps in

developing these traits which eventually helps to deal with abusive customers:

Self awareness Self regulation Motivation: both internal and external Empathy Social skills

Question 4:what steps should companies take to tackle such issues

Ans: based on various real life cases and experiences, it is expected from the companies that

It should take a stand for its employees Provide employees an opportunity to

judge what to speak and how Conduct Competency Modules to train its

employees. like lucent tech. and British airways.

Unbiased and selfless approach: company should not be guided only by its personal motives and profits, but should also keep a track of its employees preferences and mindset.

Should not allow such abuses. It is unfair on the ethical front as well, because it is unfair to suppress anyone in the name of work or profit.

CONCLUSION In the world of customer service, emotions

can run high and effects can be damaging. So companies should empower employees to take a stand for themselves and decide when to be hard and when to be soft. It will be determinal for the company as well as the individual in the long run. Here the people with high emotional intelligence rise as they are in control of their impulse, they are reasonable and ultimately develop an environment of trust and fairness

THANK YOU