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.
Here’s what your team will learn:
Introducing the Rudeness Matrix
What defines rudeness and what are some of the various forms it can take?
Type I: Accidental Rudeness by Omission
Displays examples of how rudeness can occur from a non-purposeful lack of action.
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.
Type III: Intentional Rudeness by Omission
Models intentional rudeness by a lack of action
Type IV: Intentional Rudeness by Commission
Industrial strength rudeness! Purposeful rude behavior by an action you took.
Review the four types of rudeness and be aware of how rude behavior can negatively impact your customers experience.