What role does emotional labor play in the customer service experience?

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Posted by:
sameer hasan
07-January-2016

Emotional labor refers to the idea that individuals in the service industry are obligated to manage their feelings in order to cater to the needs and satisfaction of customers.

Customer Interface Service Industries Customer Experience Customer Service Management Customer Service Oriented

Question ajoutée par Mohammad Hamad , Assistant Director, Administration , New York University
Date de publication: 2017/08/04

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par Maricris Agapito , Senior Crew , Coldstone Creamery

Emotional labor plays a very important role in customer service it helps the individual to handle any kind of emotional stress at workplace especially on dealing with customer complaints. Its helps to reduce any negative effect and continue to provides a customer satisfaction.

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