Organizational Structure

Case 1

1. Dealing with an abusive customer leads to stress and burnout because employees are required to have an emotional labor, which is an employee’s expression that is desirable by organizations. In jobs like call centers and customer services where communication is over the phone, the employees are to behave positively and adopt a calm attitude. This positive attitude will make customers happy and make their experience a comfortable one. This whole issue becomes difficult for employees providing the services because there are times when customers adopt an abusive attitude to which the employee must react calmly and use kind language. Because of the company policy, employees need to be calm and kind no matter how the employees react. When the employees are not able to take out their frustration and they have to listen to abusive customers, the conversation could leave the employee stressed because of the compromised emotions and the displayed ones. When stress keeps on building up it could eventually lead to burnout and emotional breakdown if it is not taken out. The other point that can add to stress is that if employees do not take out stress at the abusive customers, there are possibilities that later on, the stress could be taken out on friends or family, this would only add on to the stress.

2. As a recruiter of customer service call center, the kinds of personality I would consider while hiring would be a person with a monotone, who knows at least two to three languages, a person who is well able to convince, who can resolve minor issues him/herself, a person who is willing to work more at the offered wage and the kind who helps his colleagues and customers wherever the need arises, whether it is his duty or not. The people I would want to hire would also be those who have a personality of being kind and a medium level to handle intensity of customers because if the person is highly affected with intensity, tough attitude of customers would only...