Carlo Works at an Insurance Call Centre

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