Customer Service

That’s Just Rude℠ Rudeness Matrix Series

Exploring The Rudeness Matrix

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Learn the Root Causes of Rude Behavior

Rude behavior is the enemy of great customer service. It hurts interactions with both external customers as well as internal ones…your coworkers. Surveys confirm that half of all customers report they’ve walked out of a business or terminated a purchase which was in progress – all because of receiving rude treatment. What exactly constitutes rude behavior? This brief awareness-building training series explores the ‘rudeness matrix.’ Learners will experience four types of rude treatment on display. Understanding the rudeness matrix can help staff avoid similar situations in the future.

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That’s Just Rude℠ Rudeness Matrix Series

Here’s what your team will learn:

1

Introducing the Rudeness Matrix

What defines rudeness and what are some of the various forms it can take?

2

Type I: Accidental Rudeness by Omission

Displays examples of how rudeness can occur from a non-purposeful lack of action.

3

Type II: Accidental Rudeness by Commission

Illustrates how your action can be perceived as rude, even when it’s something you didn’t mean to do.

4

Type III: Intentional Rudeness by Omission

Models intentional rudeness by a lack of action

5

Type IV: Intentional Rudeness by Commission

Industrial strength rudeness! Purposeful rude behavior by an action you took.

6

Course Recap

Review the four types of rudeness and be aware of how rude behavior can negatively impact your customers experience.

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