That's Just Rude! Exploring the Rudeness Matrix

Sometimes it is hard to recognize our own rudeness. It may be how we respond or do not respond to a person or situation. This video training scrutinizes types of rude behavior and places them into four categories in order to help customer service representatives check their own behavior.

By placing rudeness into a four part matrix and providing examples of each, it is easy to identify when you are guilty of the behavior. Once the behavior has been identified it can be corrected. The four categories are accidental rudeness by omission, accidental rudeness by commission, intentional rudeness by omission, and intentional rudeness by commission. This training underscores the importance of understanding how rudeness is based on perception. By recognizing these behaviors you can avoid doing them and keep your customers happy.

A quick way to turn away business is to have rude employees on your front line, especially when they don’t realize they are being rude. This video training provides a way to address and correct inappropriate action before it costs you a customer.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

All those looking to create positive customer experiences

• Introduction
• Accidental Rudeness by Omission
• Accidental Rudeness by Commission
• Intentional Rudeness by Omission
• Intentional Rudeness by Commission
• Review

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute