Programming and managing emotional responses to the customers is called:

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Programming and managing emotional responses to customers is called face-work. This involves the management of emotions and expressions during interactions with customers to promote a positive and professional image of the organization. Typical examples of face-work include smiling or nodding to show agreement or understanding, using appropriate language and tone of voice, and maintaining a calm and respectful demeanor even in challenging or difficult situations. Face-work requires the development of emotional intelligence, empathy, and social skills to be effective.

Programming and Managing Emotional Responses to the Customers Is Called