By Kang Hyun-kyung
A Seoul district court Monday ordered a telecommunications company to compensate its former worker who suffered from depression due to her stressful job at a customer services center of the company.
The court acknowledged the company’s liability for the sufferings of its workers engaged in the so-called emotional labor such as smiling and expressing positive sentiment to clients.
According to the Seoul Southern District Court, the unidentified worker, 32, at a customer service center explained how to use the mobile phone to a customer in March 2012. However, the customer verbally abused the staffer, claiming that he lost his cell phone because the worker did not give him an adequate explanation of how to use the phone.
The company apologized to the customer and punished the employee for the incident.
As a result, the worker suffered mental stress and had to quit the job. She suffered depression to the point of attempting to commit suicide, according to court documents.
In the ruling, Judge Lee Ye-seul ordered the unnamed company to compensate 70 percent of the claimed amount.
“The company failed to protect its employee when she dealt with a demanding customer who hurt the staffer with violent language and scathing remarks. Further, it blamed her for the complaint from the customer, causing or worsening her depression,” Lee said.
However, the judge limited the company’s responsibility to 70 percent, holding the plaintiff partially responsible for failing to protest against the decision of the company.