Frasch Ideas—Examine, Inquire, Explore

Go Ahead, Be Grumpy

• Posted by Theresa on April 16th, 2006 filed in Anything Goes, My Musings

Secrets to a Long Life

PEOPLE who smile a lot and say “have a nice day” are headed to an early grave while the grumpy stay fit.

Researchers at a German university - a land where surliness is an Olympic discipline -say enforced jolliness on the job is much more likely to make people fall ill.

They cite flight attendants, sales personnel, call centre operators, waiters and others in contact with the public for extended periods of time as being at risk of seriously harming their health.

Psychologists at Frankfurt University said the fake friendliness led to depression, stress and a lowering of the immune system itself, which in turn can trigger more serious ailments.

“Every time a person is forced to repress his true feelings there are negative consequences for his health,” said Professor Dieter Zapf, a researcher into human emotions.

The study tested students working in an imaginary call centre who were subject to abuse from clients.

Some of the participants were allowed to answer back, while others had to be polite and friendly all the time.

Those who stood up to clients had a rapid heartbeat for a brief period, but for those who had to remain friendly their heart was still racing long after the client had hung up.

The conclusion reached by the psychologists was that “being friendly against one’s will causes nothing but stress”.

Flight attendants, shop assistants and carers also took part in the study of emotional behaviour, which involved 4000 people, Professor Zapf said.

“We are all able to rein in our emotions,” he said. “It becomes difficult when you have to do this over a protracted period as cabin attendants are forced to on long-haul flights.

“These people need space away from the passengers where they can be on their own and let their feelings run free. We have to get away from the ‘customer is king’ attitude and show more respect to those working in the service industries,” Professor Zapf said.

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I am in sales. I work in a furniture store. Sometimes I just have to get away because I get one “troublesome” customer after another. I can’t just pick up and leave, especially on a busy weekend, so I make my getaway into the bathroom. I have a book stashed away in the drawer and I take a few minutes to just have a few minutes of solitude and read a few paragraphs of my book. It works for me.

I also make it a point to get out of the building for lunch. Even if I just go out and sit in my car I need to get away from it. It’s not always possible on the weekends, but it is always worth a try. Yesterday wasn’t too busy so I stepped out for a bit and went to Borders and picked up my book for book club.

Working with the public can be tiresome at times, especially in our culture where the customer has taken “the customer is always right” adage and run away with it. It wasn’t meant to be ammo for the customer and to be used demand their “rights.” I especially hate people who say they are “in customer service” and then go on to treat you like #$&* because they “know” how to get things done.

When I find myself on the other end of the stick, I remember to be courteous with whoever I am dealing with. I always feel better afterward and I’m sure they do too.

Tags: sales, stress, customer service