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Customer Experience Interview Question:
Tell me what is emotional labor?
Submitted by: AdministratorMost people who work directly with customers these days have been trained to suffer. Researchers have even developed a term for it, emotional labor. Studies have shown that employees expend a lot of mental energy in the customer experience, such as having to express happiness when they do not feel it and having to suppress anger and other inappropriate behaviors when customers treat them abusively.
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