You see the signs in hospitals. You hear automated messages on phone lines. Abuse will not be tolerated. Please treat our staff with respect.

In stressful scenarios, for instance where someone has lost something or someone valuable to them, customer interactions are naturally difficult, often sensitive and without the right training can go awry.

In this insightful episode of EI at Work, former General Manager People & Learning Centre of Expertise at Allianz Australia, Pierre De Villiers, shares the impact of unpredictable natural events on customer service staff and why empathy is essential in roles with high levels of emotional labour.

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