Reference no: EM132838286

John is the seventh person in the last month to request a transfer out of the department where he works. The department is a high-volume call center in which he has to deal with angry and rude customers. Over the past week alone, six customers have ranted, using severe swear words. His coworker, Maria, actually quit two weeks ago because she could no longer stand the racial remarks she received when customers heard her Spanish accent. Other coworkers in his department frequently miss work and are often sick. The company expects him to "grin and bear it" because "the customer is always right."

1. From an emotional perspective, explain how dealing with an abusive customer leads to stress and burnout

2. Emotional intelligence is one's ability to detect and to manage emotional cues and information. Explain how emotional intelligence might play a role in responding to abusive customers.

3. Describe the steps companies should take to ensure that their employees are not the victims of customer abuse.

4. Explain whether companies should allow a certain degree of abuse if that abuse results in satisfied customers and perhaps greater profit.