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'Have a nice day' contact centre culture causes depression - Official!

People who are forced to act happy and friendly as part of their jobs are more likely to be depressed.

Psychologists at the University of Frankfurt am Main studied more than 4,000 workers and found people in the customer service sector had the highest risk of depression.

Professor Dieter Zapf said air stewardesses, sales assistants and contact centre staff were all affected.

He said: "Whenever people are forced to suppress their true feelings it has negative consequences on their health."

Professor Zapf and his team at the university set up a fake contact centre and asked students to act as staff.

Half of the group were told they could defend themselves against rude customers, while the other half had to remain friendly and polite at all times.

While those who defended themselves only experienced a slightly increased heart rate, the hearts of the group who stayed friendly continued to beat at a noticeably increased rate long after the customer hung up.

Professor Zapf said: "We all control our emotions, but it becomes a problem when it's over a long period. Flight stewards on long haul flights can be particularly affected. It's about time we did away with the concept that the customer is always right and show more respect for those in customer service jobs."

23rd March 2006
March 2006 - Have a nice day' contact centre culture causes depression - Official!