We’ve all had that moment when a bad experience with a product or service creates anger or frustration and we vent to a customer service representative. That angst can lead to a confrontation in person, on the phone or through an online chat. The tenor of these conversations ranges from minor annoyance to rudeness and hostile interactions in worst-case scenarios.
Front-line workers bear the brunt of venting. While nearly everyone can relate to initiating a conversation like this, it’s uncommon to consider what these interactions do to the worker’s job satisfaction and emotions. HR leaders who are managing service staff are seeing firsthand the toll these interactions take on staff.
