organizational behavior case study

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ORGANIZATIONAL BEHAVIOUR:

R amsha Zia 5333 CID : 11339 Ma’am Amber Raza ORGANIZATIONAL BEHAVIOUR

ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH !:

ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ! CASE INCIDENT 2 OF CHAPTER 8

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Q) From an emotional labour perspective, how does dealing with an abusive customer lead to stress and burnout? Dealing with day to day complaints is really a hard-hitting job, for a short period of time a person can preserve the patience but later it may lead to exhaustion. As the examples are already given in the case about few customer service representatives who had the effect of their stressful job in their personal lives. Some customers think that the representatives at customer service centre are not human beings and they start to abuse them very badly as if its their fault. The representatives also have emotions and they also do feel, dealing with complaints daily also hits the mind of the representatives and that may lead to exhaustion and a lot of anxiety. That results in anger at home, being rude towards everyone, becoming annoyed on small issues, leads one towards job dissatisfaction, makes one more sensitive and makes one always tensed and lead towards many diseases.

Q) If you were a recruiter for a customer service call center, what personally 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 to day basis? :

Q) If you were a recruiter for a customer service call center, what personally 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 to day basis? If I were a recruiter manager, I would have chosen a person with patience , tolerance and an adapted person. I would have chosen a happy , relaxed and carefree person who do not take professional matters so personally as others. A person with more practical approach and with no sensitive feelings, must be chosen. Person who could calm down and make the customer feel relaxed and carefree about their problems, must be chosen.

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