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That's Just Rude℠ Series

Exploring The Rudeness Matrix 

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:

1
Module

Introducing the Rudeness Matrix

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

2
Module

Type I: Accidental Rudeness by omission

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

3
Module

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
Module

Type III: Intentional Rudeness by Omission

Models intentional rudeness by a lack of action

5
Module

Type IV: Intentional Rudeness by Commission

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

6
Module

That's Just Rude Recap

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