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Abusive Customers Cause Emotions Run High (2)
Abusive Customers Cause Emotions Run High
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Abusive Customers Cause Emotions Run High
Dealing with customers, especially of late, has had its ups and downs. This is one of the jobs which can mess up a person’s emotional stability in a horrible manner since customer service involved dealing with all types of people as long as they are customers. This exposes a person to kind, humble, angry, irritated, and other categories of people who never allow the customer care even to talk or express the company’s stand. Some of these customers can be humiliating to think of and more so to deal with. Therefore, customer care service providers must always be prepared for anything and not always take what is said to them personally. The challenge of dealing with customers who are not considerate also comes with the burden of preparing for emotional “dryness” or merely the inability of a person to be adversely affected by what they are told. Therefore herein discussed is how dealing with an abusive customer leads to burnout and stress, personalities best acquainted with the ability to handle any customer, and the role of emotional intelligence when it comes to dealing with customers (Gnewuch et,al. 2017).
Stress and burnout are everyday experiences of many people since almost everyone gets tired at some point in their lives. The stress of knowing that a person has to get back to the same kind of job daily and to go and deal with a particular person or people be it, customers, work-mates or boss, can cause a lot of emotional instability since a person keeps on thinking the worst that can happen and this never makes them do their job in the right manner. This stress ad burnout is even more critical to the individuals responsible for operating at the customer service desk in any company or organization. This is because people have different tissues which they go through every day, and life to the customer service providers becomes a mixture of every kind of person. The customer service providers experience the challenge of abusive language from the customer to the customer service agents. This is never seen as a good thing but rather as a way of being rude.
However, since the companies and organizations do not exist for the emotional, behavioral, and spiritual direction of a person’s life, it becomes tough to help some of their clients because of emotional instability and their issues which they amplify to the companies even for the smallest mistake done by the company or organization. This makes it very difficult not only for the company but especially for the customer care who receives this. Therefore, it is always essential for a company to train their customer service members on how they can do away with this issue of getting emotionally frustrated and how to channel these bitter feelings and anger caused by clients and customers.
Therefore it is true that dealing with abusive customers can lead to burnout and stress. Stress in the first place comes up with trying to please the customer who is not willing to be pleased and who is not willing to listen to the situation as it is. Therefore this already makes the customer service provider stressed about how he/she can put it for the customer to understand. This mostly happens when customers call to complain and give out their problems about a specific issue they do not like about that particular company or organization. This makes life difficult for the customer service providers and makes it at times unbearable as the customer service providers get too much emotional luggage they have to deal with. It is even made more difficult because most businesses value their customers and clients more than their employees. Therefore the customer care has to make sure that they accommodate and never show emotional anger or dislike.
This, even though intended for the company to retain its customers, brings a lot of emotional damage to the employees, especially the customer care people. From the continuous streams of stress, the customer acre personnel develops burnout as they do not have a way to deal with what they are going through. This is one of the undesired effects of working as a customer service personnel.
The difference in people’s behaviors and traits makes it difficult or easy for them to be indifferent to situations, some of which are viewed as challenging and others viewed as suitable for anyone. Therefore it also follows that some individuals fit best for a customer service provision than others. These differences come in from their personalities or experiences. A job of a customer service call center requires a person who can redirect his anger and thoughts and the anger and frustration that come along with the clients positively and make sure that it does not affect him or her negatively (Alkahtani, 2016). Therefore, if I were the hiring human resource manager at a call center, I would mainly check a person’s personality and traits and how much they can withstand emotional frustration.
Testing the potential candidates is one of the things that can be of great importance in determining who qualifies. From a general perspective, an agent of a customer service call center should overcome the emotional baggage thrown at them. Apart from this, there are also other qualities and peculiarities which I would look into. These include such as their ability to solve problems creatively, empathy, their proper organization, calm under pressure, good memory, optimism, team player among other factors which would make the customer service call center a very efficient place not only for the customers but also for the other colleagues and work-mates. The empathy of the one being employed should be used not only for the customers who call but also for the whole working environment (Herzig et,al. 2017).
Therefore, this would bring unity and peace even among the employees.
Their ability to keep calm under pressure, optimism, good memory, and other factors that qualify them for the job also makes them worthy of making peace reign among the employees and everyone around them. Therefore hiring this kind of person becomes a very crucial asset to the company. Therefore I would dismiss those who lack the required qualities and allow those who can do the work to begin working. Through this, the call center would be the most favorite of all people, and it would also be respected (Alkahtani, 2016).
Emotional intelligence is another quality that is very important in all aspects of a person’s life and, therefore, a very much needed aspect of dealing with abusive customers. Emotional intelligence means a person can put aside their emotions when dealing with the customer or rather be ready enough to face the customers from a very mature level whereby the customer is swayed back to what should be happening rather than beginning to talk with the same amount of anger which the customer uses. Therefore emotionally intelligent people remain calm and take time to think critically and respond to issues. This can help a lot in dealing with abusive customers. The nature of talking is that if a person is angry and I don’t get angry but rather keep calm and talk to them, I will make them calm. However, it is responding to a person with the same amount of anger which they use to attack me that means I would only accelerate and make the anger more and these areas always awkward instances whereby a customer and a customer care provider both are arguing over very few things which do not matter very much. (Kaptanoğlu, 2017).
By emotional intelligence, a customer service provider can sense what the customer is feeling. Therefore, they try to bring in solutions to the customers because they know what they want from afar. Through this, an emotionally intelligent customer care agent will express empathy to the person going through an issue, and in this case, the person is the customer. Here, the apprehension skill can be stated to be handling other people’s emotions. Along with this other apprehension skills which are essential and which emotionally intelligent people use are; dealing with personal emotions more readily, ability to push forward in the face of setbacks, sensing what the others are feeling, etc. therefore, through these dimensions, an emotionally intelligent person can deal with the others around them and in this case to deal with customers and clients.
Therefore, in conclusion, I can say that it is true that the work of customer service is considered difficult by most people. However, suppose a person is ready to be formed on how to deal with and handle different people. In that case, this is an opportunity for a person to get to know how much they can be social and what that they can make the world a better place by utilizing their strengths and recognizing their weakness however never allowing themselves into them and therefore through this it becomes possible for achievement to be realized and in this case for customer service to be made better.
References
Alkahtani, A. H. (2016). The influence of leadership styles on organizational commitment: The moderating effect of emotional intelligence. Business and Management Studies, 2(1), 23-34.
Gnewuch, U., Morana, S., & Maedche, A. (2017, December). Towards Designing Cooperative and Social Conversational Agents for Customer Service. In ICIS.Herzig, J., Shmueli-Scheuer, M., Sandbank, T., & Konopnicki, D. (2017, September). Neural response generation for customer service based on personality traits. In Proceedings of the 10th International Conference on Natural Language Generation (pp. 252-256).Kaptanoğlu, R. (2017). An application on organisational commitment and emotional intelligence. Balkan and Near Eastern Journal of Social Sciences,(IBANES), 3(3).
Latif, H., Majoka, M. I., & Khan, M. I. (2017). Emotional intelligence and job performance of high school female teachers. Pakistan Journal of Psychological Research, 333-351.
Business in the USA
Business in the USA
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Business in the USA
I would like to agree with President Obama for asserting that no one can succeed in any kind of business without involvement of the government. It is true that individuals succeed in business, as a result of their initiatives, determinations and industry characteristics. However, the contribution of the government should not be overlooked (Howkins, 2001).
To begin with, the government is deeply involved in the corporate sector through the provision of protective laws. It is the government and its agencies, which oversee the enactment and enforcement of laws, such as copyright control. These are exclusively aimed at protecting the patent rights of entrepreneurs. Otherwise, if there were no regulations, the businessmen would not have an opportunity to claim their innovations, because anyone would be free to infringe on such a right. Besides, the government provides police forces, which are concerned about the security of all people. As a result, the entrepreneurs will be secured and motivated to carry out their business activities in a more comfortable way.
At the same time, the government participates in the development of businesses by investing in the public infrastructure, like roads, bridges, railway lines, airplanes and trains. These are very important facilities, which directly contribute to the success of any business venture. All retailers, wholesalers and manufacturers rely on public media to transport their raw materials and finished commodities. However, this is not their effort, because it is fully sponsored by the government (Carlet al., 2009).
In conclusion, I would like to commend the government for its imminent contribution into business. However, in order to promote business culture and subsequently, create more jobs in the country, it should not overtax the entrepreneurs. Similarly, it should not promote the enforcement of unnecessary red tapes. Instead, it should come up with legislations, which can attract both domestic and foreign investors into America. This is the only way through which such investors will be motivated to come into the country and create more jobs for the Americans.
References
Carl, D.K., et al. (2009, November). Who Pays? A Distributional Analysis of the Tax Systems in All 50 States. Institute on Taxation & Economic Policy, Third Edition, p. 118
Howkins, J. (2001). The Creative Economy: How People Make Money From Ideas. London:
Penguin Books.
Matsuo Basho The Narrow Road to the Deep North
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Matsuo Basho “The Narrow Road to the Deep North”
Travel literature is a genre that is extremely diverse in terms of people, places and cultures. This literature exists in almost all parts of the world. Travel literature is known as narratives accounts, which have been written by groups or individuals about their journeys. It involves relying information about a place that has been visited. It is a fact that travel literature tends to be extremely descriptive, as it encompasses all what the author has witnessed during the journey. Even in today’s modern society, travel literature is popular among many people. It tends to give information regarding scientific recording and dispassionate about various countries. Most of the readers of this genre of literature are in need of learning about the exotic regions, which are exciting and new to them.
An example of a known author of travel literature is Mark Twain who wrote the novels, the ‘Adventures of Huckleberry Finn’, The Adventures of Tom Sawyer’ and the ‘Great American Novel’. The latter wrote many books, which are currently popular with many readers. The author Matuo Basho is known for being a notable Haiku poet and he came from Japan. It was during the era of the Edo that he came up with the book ‘The Narrow Road to the Deep North’. The intriguing journey started in Tokyo, known as Edo during the time, and on this journey traveled with a pupil called Sora. Some of the places visited by him include; Ohgaki, Hokuriku and Tohoku. The journey began in the year 1689, in the month of March, the twentieth, and ended the same year on twentieth of august.
The reason why Basho took on this journey was to find out about matters concerning his ancestors. He wanted to know his true origins in a bid to find a deeper understanding about himself. Basho believes that “Go to the pine if you want to learn about the pine or to the bamboo if you want to learn about the bamboo” (Basho & Yuasa, 1967, 68). Earlier writers of travel literature used facts in their pieces and Basho did not follow this method. Instead, he opted to uses prose in order to come up with compositions. Most times he came up with a unique sense of literary which dominated over his travel experiences. Basho did not want to be associated with earthly attachments, and this is depicted in the travel sketches he came up with. Also, he had the desire to fulfill his spiritual needs while going on this fascinating journey. The style of writing changes as Basho is about to discover the answers that he is searching for. Lastly, Basho wants to find out about the universe and the mysteries that it has. Also, he wants find out if eternity actually exists due to various elements of life that surround him. He claims that in poetry “if you’re feeling is not natural, if the object and yourself are separate, then you’re poetry is not true poetry but merely you’re subjective counterfeit” (Basho & Yuasa, 1967, 68).
The novel ‘The American Diary of a Japanese Girl’ was written by Yone Noguchi, a famous Japanese writer. The novel is based upon Trans nationalism about Japanese American, and it is also fictional. The novel focuses upon a Japanese girl who travels across various parts of the United States. The latter is known as Morning Glory, and she is eighteen years old. Morning Glory engages in vast observations, activities as well as preparations as she attempts to tour America. Both Basho and Naguchi wrote about their travelling experiences as they sort to find answers concerning life. The journey made by Morning Glory is not alone as she is accompanied by an extremely rich mining executive. The latter is Morning Glory’s uncle who is part of the travelling adventure. Basho also chose to have a companion as he undertook his journey in various Japanese lands.
Basho had a travelling sketch of the places that he visited and Naguchi also does the same. It is known that Morning Glory travelled to various American states such as Chicago, San Francisco, and New York. At the various states, activities done by Morning Glory are known. Naguchi ensures that the reader of her novel is aware about the reason why Morning Glory chose to travel. It seems that the latter was in search of adventure as well as a new sense of being. This is similar to what Basho was in search of; only that he did not go on the journey with the aim of obtaining adventure. As most people believe that the United States is a land where amusing things place, so did Morning Glory. The latter experienced the American life in the most exciting way possible. Her wealthy uncle made it possible for her to experience life the easy way. One knows that she visited exquisite places such as Nob Hill and the Palace Hotel. In contrast, Bash did not have a journey that was as successful as that of Morning Glory.
Morning Glory acquires things that she did not anticipate, such as improving her literary skills and even having a relationship. This shows the cultural exchanges that took place between the Americans and the Japanese. On the other hand, Basho found some answers that he sort to know by going on the journey. Basho only interacted with Japanese people as during that time in history many people did not travel to foreign lands (Noguchi, 2007.56). Finally, Morning Glory decided that she has had enough of the positive life of American and wants to experience something different. In turn, she decides to take up a job as a servant, in order to experience another riveting American journey.
Basho uses poetry in coming up with his travel literature, while, on the other hand, Naguchi writes in the usual manner. They have used different styles of literature, yet they are providing similar information, which regards to travelling. This means that an author can put across information according to the different styles they decide to use. Furthermore, travelling literature gives vital information regarding various aspects of life of different people. Moreover, Werner Herzog in his film ‘Wheel of Time’ focuses on travelling. It features the travelling done by the journey undertaken by a Kalachakra. The latter visits several places such as Mohabodhi Temple, Bodhgaya, Bodhi Tree and Mount Kailash. In fact, this is what the Dalai Lama focuses upon most times in his speeches (Herzog, 2005.34). He is advocating for people to have an opportunity to travel to various regions without being restricted. This is similar to the journeys made by Basho and Morning Glory, only that their movements were not restricted. In conclusion, traveling literature is fascinating and people should make an attempt to read it.
Work Cited
Basho, Matsuo. & Yuasa, Nobuyuki. The Narrow Road to the Deep North and other Travel Sketches. New York: Penguin Classics. 1967. Print.
Noguchi, Yone. Et Al. The American Diary of a Japanese Girl : An Annotated Edition. New York : Temple University Press. 2007. Print.
Herzog. Werner, Wheel of Time. 2005.