AI Snips
Chapters
Transcript
Episode notes
Stephanie's Record Call
- Stephanie Van Hasselt set a record for the longest customer call at Zappos, lasting 11 hours.
- She turned a routine service call into a positive, personal connection with the customer through genuine conversation.
The Cost of Surface Acting
- Surface acting, or faking emotions, leads to emotional drain and stress when done repeatedly.
- This inauthenticity at work depletes energy and impairs wellbeing more than the job's other demands.
Use Deep Acting
- Use deep acting by trying to feel the emotions you need to display rather than faking them.
- Feeling the emotion naturally reduces emotional costs and improves how you come across to others.