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Neha Siddiqui Student #: 999091138 Word count: 1,018 The Common Cold - Emotions Emotion labour stems from emotion management (display of emotions that are appropriate to the nature of the situation) and people engage in it while they work and get paid (Brym and Lie 2011: 79). It is usually applied in jobs that require interaction with other co- workers, customers, clients, patients or students (Brym and Lie 2011: 79). Those who indulge in emotional labour as part of their work have to deal with people who can be irate, but the employee has to be pleasant and professional. Meanwhile, they also have to promote their companies or employers through salutations or greetings similar to “Thank you for calling Davis and Henderson, how may I help you”. (Brym and Lie 2011: 79). Throughout their entire work day, they control their emotions as well as deal with their clients (emotion management). I work as a part time customer service representative in RBC student loans. My job requires me to answer calls from students and attend to their queries. My job includes responding to inbound client calls with their financial needs; resolving problems at first point of contact in a friendly and helpful manner; identifying client needs; proposing appropriate solutions/sales; adhering to compliance routines in carrying out transaction. Through my job I indulge in constant emotion labour and emotion management. I will use the symbolic interactionism theory to analyze my regular day at work. During my day at work I have to regulate my emotions, deal with the clients’ emotions and handle the situation very professionally. I have to assist clients and deal with them patiently, even when the client makes an unreasonable request or demand. For example, the clients sometimes request that the government forgive their student loan (pay off) because the student has other responsibilities (family, other debts) or does not have a job in the field of their study. It is evident that the client is making unrealistic excuses and trying to get out of paying their debt. During such a call I need to control my frustration and explain calmly to the client that the government has provided the student with a loan and like other debts the student is liable to pay it back. I have to make sure that the student understands that he or she is solely responsible for his or her student loan. I also get many calls where students who are in repayment exclaim “how dare the bank withdraw money from my account, it is MY money?!”. In these cases I have to explain the process of pre-authorized debits and refer the student to their loan agreement upon which they signed and agreed to the withdrawals. It is a very repetitive, exhaustive and frustrating job because I get such calls back to back for the duration of my shift. Many clients who call are disrespectful, rude and even yell over the phone to get their way. However, as a customer service representative I have to maintain a professional tone with the client. While speaking to the client I have to empathise and sympathise with them and use common courtesies. W
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