If there is one phrase that is heard commonly when describing poor customer service experiences, it is “that person was RUDE.” The term “rudeness” is used to describe a variety of ways customers may feel neglected, talked to in a condescending way, or treated with harshness. But what is the cost to an organization of someone saying they were “rude”? What causes people to perceive things as rude? And, most importantly, what can we do to avoid being given this label?Alan and Ed discuss the ...
If there is one phrase that is heard commonly when describing poor customer service experiences, it is “that person was RUDE.” The term “rudeness” is used to describe a variety of ways customers may feel neglected, talked to in a condescending way, or treated with harshness. But what is the cost to an organization of someone saying they were “rude”? What causes people to perceive things as rude? And, most importantly, what can we do to avoid being given this label?Alan and Ed discuss the concept of “rudeness” and ways to avoid having customers use that word to describe our service. Plus, they give their “Customer Service Stories of the Month”, all in this episode of “Stepping Up Service.”
About the hosts:Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.
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