The Impact of Customer Hostility on Customer Service Rep

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 the next morning.

In other words, our outbursts literally cause representatives psychological wounds that spill into their lives after their shift is over. Indeed, brooding and rumination is a damaging psychological habit that is indicative of emotional distress and can lead to depression, helplessness and an elevated risk of cardiovascular disease