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Case Study 5.3: “No One Calls to Say ‘I Love You’”: Emotional Labor at the Call Center
Do you agree that taking service calls is more demanding than service work in other industries? Why or why not?
Have you ever worked in a call center? (no) What was your experience like?
Have you recently called to get help with a product or service? What emotions did the service rep display? How would you rate the service you received?
As a caller, have you ever engaged in any dysfunctional customer behaviors? How could you avoid these in the future?

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