In the world of customer experience (CX), associates manage emotionally charged interactions with professionalism and poise. However, this effort often comes at a hidden cost—emotional labor. Emotional labor refers to the process of managing and regulating emotions to meet job expectations, particularly in roles that demand maintaining a positive demeanor under stress.
Consider a call-listening session where an associate successfully de-escalates an irate customer while resolving the issue. Leaders might commend the associate’s problem-solving skills and evaluate the customer’s perspective, yet often fail to consider the emotional effort required to manage such interactions. This oversight has significant implications for both employees and organizations.
Constant emotional regulation, especially through "surface acting" (faking emotions), contributes to emotional exhaustion and burnout. These effects are not just personal—they ripple across organizations, leading to high absenteeism, turnover, and reduced performance. Absenteeism costs employers thousands annually per employee, while turnover expenses can reach six to nine months of an employee’s salary. For a $60,000 employee, that equates to $30,000 to $45,000 in recruitment and training costs. Additionally, emotionally fatigued employees often struggle to deliver high-quality service, eroding customer satisfaction, confidence, and ultimately, revenue and brand loyalty.
Across the industry, it can be challenging to prioritize training for customer service associates without disrupting service levels. However, thoughtfully designed programs can address emotional labor’s impact on employees while minimizing disruption. Effective strategies include integrating emotional intelligence and mindfulness training, leadership development that supports emotional well-being, and cognitive behavioral approaches to stress management. These interventions reduce burnout, enhance retention, and improve performance, creating measurable benefits for organizations and employees alike.
By acknowledging the hidden cost of emotional labor and taking steps to mitigate its impact, leaders can create a healthier workplace, improve business outcomes, and transform the customer experience. If you’re ready to explore solutions tailored to your organization’s needs, reach out for more information.
Love yourself and elevate others,
EB
Eric Brown, MS
