SOSA 2141 Lecture Notes - Lecture 22: Mantra, Deferent And Epicycle, Personal Grooming
25 Aug 2016
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Document Summary
Requires workers to manage their feelings as well as those of the customers. Most unfortunate part is that it is generally not rewarded rarely you will see that it is a job requirement to manage customers" emotions or you own in check. Emotional rewards come along with service or care work general fulfillment from helping customers. An asymmetry of exchange of respect : workers must be deferent, police, respectful; customers/clients can be as disrespectful as they want. The customer is always right : a dangerous mantra. How this permeates into our interactions with service workers. Customer abuse significant part of service industry experience; What to do if employees are harassed by customers. This solution the campaign provides is targeted at the individual deals with customer abuse as if it is an anomaly, something that only happens once in a while.
