A recently released study in the Journal of Service Research highlights that 1/3 of respondents have rude customer experiences at least once a month. Here’s the article.
It appears that we are most likely to see incivility in governments and retail. Hm. Big surprise. What’s interesting is how we, as customers, respond to this poor customer service behaviour. As you might expect, we are less likely to come back after such an experience – and we are also less likely to come back when we see an employee being rude to another customer or a coworker.
The study makes a profound statement on the importance of organizations exercising diligence in ensuring that employees have the attitude and skill to connect positively with customers and each other. The cost of ignoring these things is just way too high.
Are you looking for customer service training for your team or company? Look to the world leader in customer service training: Belding Training