Consultancies will tell you it's all about the journey. Well it isn't, it's all about your people.

1. Customer Experience via
Employees
Colin Christie
April 2016

2. Surface Acting is bad for employees & then
customers :
Emotional dissonance and stressful customer interaction.
Emotional Burnout of your own staff!
Delinquent behavior, Increased quitting intention, Poor
Customer Experience

3. Give your staff TEETH!
TRAIN RIGHT
Help employees develop a deep
acting approach.
HIRE RIGHT
Optimistic, resilient, self-efficacy,
hopeful.
EMPOWER
Some discretionary activity is
essential
TOOLS
Frontline Staff need the correct
tools.
Empathic
Management

4. References
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• Tronvoll, B. (2011) Negative emotions and their effect on customer complaint behaviour. Journal of Service Management. 22 (1), 111–134.
• Kjellberg, A., Toomingas, A., Norman, K., Hagman, M., et al. (2010) Stress, energy and psychosocial conditions in different types of call centres. Work. 36 (1), 9–25.
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5. References cont.
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• Allen, J., Diefendorff, J. and Ma, Y. (2014) Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers. Journal of Business & Psychology. 29 (1), 21–35.
• Reynolds, K.L. and Harris, L.C. (n.d.) DEVIANT CUSTOMER BEHAVIOR: AN EXPLORATION OF FRONTLINE EMPLOYEE TACTICS. Journal of Marketing Theory & Practice. 14 (2), 95–17.
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