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

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.

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

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.

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

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.

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

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.

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

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.

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

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