The Customer Is Not Always Right… You’re Angry, You’re Frustrated and You’re at Work - How Should You Respond?

Research on emotional labour has shown that employees often have to manage and regulate their emotions as part of their jobs, particularly in roles where they deal directly with customers or the public. But where do we draw the line? Does being frustrated explain an emotional outburst, or does professionalism require us to remain composed regardless of how difficult the situation becomes? Join Mpumi Mbethe in this podcast with HR expert Lerato Shawane as they delve deeper into the matter
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