Carlo Works at an Insurance Call Centre

question 126

Multiple Choice

Carlo works at an insurance call centre. A customer calls to place a claim for an Armani suit; he states that the suit was in his luggage during a recent trip and must have been stolen by luggage handlers. The caller has no airline report of the loss and no purchase receipt for the suit. After trying to explain why the claim would not be honoured, Carlo finally yells at the customer and hangs up. What has Carlo failed at?

• A) sympathy management
• B) sympathy manipulation
• C) emotion management
• D) emotion labour

---

Definitions:

Concurrent Interference Theory

Suggests that interference during the consolidation of information into memory occurs when two sets of information are processed in a similar timeframe.

Nausea Inducing Substance

A substance that causes the sensation of wanting to vomit.

Low-intensity Noise

Sounds that are at a lower decibel level, not necessarily harmful or disturbing, but can influence behavior or physiological responses in subtle ways.

Cancer Patients

Individuals diagnosed with cancer, focusing on their treatment, recovery, and the psychological impact of the disease.