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That’s Just Rude℠ Exploring The Rudeness Matrix

That’s Just Rude: Exploring The Rudeness Matrix

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.

Heres what the 6 Modules Cover:

1
Course

Introducing the Rudeness Matrix

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

2
Course

Type I: Accidental Rudeness by omission

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

3
Course

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
Course

Type III: Intentional Rudeness by Omission

Models intentional rudeness by a lack of action

5
Course

Type IV: Intentional Rudeness by Commission

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

6
Course

That's Just Rude Recap

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