TAF PUBLISHING

This qualitative phenomenological study aimed to describe customer service representatives' struggles when dealing with indifferent customers and their strategies to manage them effectively. Specifically, this study seeks to fill the gap in providing strategies for managing indifferent customer interactions, contributing to the existing body of literature. The participants of this study were customer service representatives from different companies in different industries who reside in Mandug, Davao City, Philippines. These customer service representatives were purposively selected, particularly those employees, managers, or supervisors with experience and interaction with indifferent customers. Specifically, there were ten customer service representatives; seven participated in the in-depth interview, and three participated in the focus group discussion. Colaizzi's analysis method was employed to analyze the data, and two emergent themes were interpreted from the gathered data. These are customer aggression and strategic customer service. Moreover, results showed that customer service representatives experienced verbal abuse, and their interactions with indifferent customers affected their emotional well-being, including their motivation, leading to job withdrawal. Furthermore, findings showed strategies for managing indifferent customers through acknowledgment, empathy, and resolution, maintaining professionalism, and practicing active listening and effective communication. Additionally, this study may help customers realize that they need to be corrected at all times and should deal with customer service representatives with respect. Also, this study may benefit employees, managers, supervisors, and business owners in effectively handling customers to avoid getting angry. Similarly, this research may help businesspeople understand the experiences of their employees and develop effective training programs and support systems to improve employees' well-being. In conclusion, this research emphasizes the importance of customer service representatives in skillfully managing indifferent customers, as their behavior influences a company's image and financial performance.