This is a little more personal than a grocery store transaction. We don't dump our problems on a clerk in a store. Or at least I hope no one on here does that. Emotional labor is hard work that is most often not even acknowledged for being work. These people on the other end of the line are playing the role of our therapists, with widely varying levels of expertise. Some have actual counselling training, most don't. Some are psychic, most aren't. Just like the customers vary. Some are well adjusted, others aren't. Some are just looking for predictions. Others are looking for insight into their situations. Some call for entertainment. Others call because they need emotional support.