Case Study Example | Topics and Well Written Essays - 1250 words - 6

Case Study Example ight or poor rescheduling of the flight, it is a bit hard to communicate the change he will be able to state it clearly and can be seen through his emotions and explanation of the whole problem. In addition, some customers even become very rude and try to express their feelings through throwing tantrums and abuse to the customer service provider leading to serious emotional balance to the customer (Goleman, 2009, p. 23). The solving of the problem of the customers may involve the use of surface acting. For instance, on the day that I encountered the rude customer, I had family issues that were bogging me down, but I had to pretend everything was alright. In fact, the use of surface acting has helped me shape my professional approach to issues. The development of surface acting techniques has helped hide emotional challenges in the workplace. As a customer care service personnel, it is vital to ensure that personal emotions does not affect the customer attitude. In the case of delayed flights, customers vent their anger on you instead of the management. As a customer care executive, you act as the manager and try to ensure that there is positive public image despite the differences brought about by the delayed service. In my case, the challenge was to cool down two clients who insisted on travelling the same day while there were no flights available for the day (Stanley, 2009, p. 23). They could not understand the challenge faced and were not willing to listen to reason and could not tone down their argument and emotions. It was hell trying to cool them and get them to reason and come down to understanding. At one point, they almost pushed me over the cliff of emotions, but I was composed and tried not to reflect the anger in my heart. Surface acting came to my rescue in the case and enabled self-control to rule. In addition, it was very difficult to communicate in an atmosphere where tempers were flaring and logics were thrown to the dogs. In dealing with