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(Hosting-NewsWire.com, December 07, 2012 ) San Francisco, CA -- "The rage builds up like pressure in a closed vessel and eventually, if you keep pumping the pressure in, that closed vessel will explode," says Paul Patterson, from the Australian School of Business.
For those in the trenches of the customer service sector of industries, clients who are irate or exceedingly hostile have increased. This fact has meant that those who staff the call centers are in need of counseling to handle the verbal brutality that comes with the work.
It may be tough for individuals to hang on the end of the phone waiting, but for those who work on the other end, it can often be much worse.
The Australian Service Union’s Linda White stated that call centers staff are among those individuals most likely to suffer serious abuse.
"People do think they can say anything on the phone," she said. "The normal ways in which you would deal with someone face to face go out the window. People say and rage way more than they would if they were looking at someone across the counter.
"The phone seems to act as a barrier and they often treat people on the phone in a completely different way to how they would someone who is face to face, they say things they would never say in person."
Patterson is part of a research group that recently conducted studies of customer rage in four countries: Australia, the United States, Thailand, and China.
The research team aimed to determine the triggers of rage, and looked to identify those actions that worked as ‘tipping points’, as well as courses of action for reducing and managing rage.
"Customers do not typically go into rage instantaneously," he said.
"Typically what we found was customers had to complain two or three times and it still wasn't fixed.
"It's only then, over time, emotions build up from frustration, to annoyance, to mild anger, to real anger, and then they explode.
"The frontline employees, who occasionally cause the problem, but more often than not don't, they're the people, particularly in call centers, who bear the brunt."
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