CSR Reaction to Customer Complaints Cliff, a fellow CSR, is noticeably upset at work this morning. Yesterday, work was incredibly difficult for him because it seemed he had to deal with the worst of the worst customer complaints. Today, Cliff has confided in you that, after talking to his wife last night, he is thinking about quitting. According to Cliff, he doesn't think "employees should be expected to take whatever the customer doles out." You are aware that Cliff has other things going on in his life, such as his aging mothing has recently moved In with Cliff and his family. 

1. If you were having a private conversation with Cliff, what would you say to try and calm him down so that he can approach the situation rationally? 

2. What do you think is really behind Cliff's desire to quit his job?