Cstomers must remember that treating customer service reps as emotional punching bags represents a form of bullying that should be as intolerable to us as any other form of bullying.

We are entitled to feel angry but when we do, we woul...

A recent study found that when customer service reps receive a heighted number of angry or abusive calls, it impacts them psychologically and emotionally. Not only do they brood at night about these encounters, it also damages their moods...

While we might have every right to be dissatisfied with the products or services we purchase, frustrated consumers rarely express anger toward the correct person.

Although we perceive them as representing the company, they personally had nothing to do with the problem that is making us angry. Yes, the procedures the company has in place might be extremely annoying and frustrating, but they didn’t determine those procedures, they are merely paid...

Not surprisingly, customer service representatives have one of the highest employee attrition rates in any industry because few workers can manage the heavy barrage of psychological and emotional assaults they sustain.

As a result,

On the other side of the phone, customer service representatives should treat their emotional wounds when they sustain them and not allow them to get worse.

For example, they should become aware of the dangers of brooding and ruminatin...

1. We view them as literal representatives of the companies that are responsible for our frustrations and problems, and by doing so, we ascribe blame to them personally.
2. In addition, never seeing their faces allows us to switch off psychological filters such as...

A brief look into why we shouldn’t misdirect our anger towards human customer service representatives.