QUESTION 9 You are confronted by an angry customer who feels they deserve specia

Question

QUESTION 9

You are confronted by an angry customer who feels they deserve special treatment outside of your normal customer service policy. You know the customer is in the wrong but you can tell he is very upset. Which of the following is the appropriate reaction for you?

maintain a pleasant expression

maintain an angry expression

maintain a sad expression

maintain a happy expression

maintain a concerned expression

QUESTION 10

What do you call the practice of modifying one's true inner feelings based on display rules?

confirmation bias

deep acting

emotional intelligence

affective camouflage

surface acting

Explanation / Answer

9) Answer: Maintain a concerned expression

Explanation: In the given scenario, the customer is visibly upset possibly due to unsatisfactory service from the organization. As a customer service representative, one must be empathetic with such customers and should try to figure out the possible causes that lead to his anger and dissatisfaction. The customer service representative should look concerned about the customer’s problem and assure him that the company really cares about his problem. Therefore, maintaining a concerned expression should help in calming down the customer.

10) Answer: Deep acting

Explanation: Emotional Labor refers to the professions in which the employee is required to maintain or express certain kind of emotions as a part of their duty in the organization. For example, it is expected from a customer facing employee such as a front desk executive in a hotel to smile and greet the customers while attending them. A doctor or nurse in a hospital should be empathetic with their patients and their family members. There are two types of emotional labor - (a) Surface acting and (b) Deep acting. Surface acting is simply to fake emotions on the surface so that the right emotions are displayed as required for the job. Where as, deep acting is actually modifying one’s true inner feelings so that they are aligned with the correct emotions for the job.

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