IDEA #51
When customers will put up with rude service
In phone-based service industries, customers may be willing to sacrifice politeness for getting what they want.
What you need to know
Lorna Doucet analysed 142 customer service calls at a large north-eastern US retail bank to understand the impact of the rudeness of call representatives on how customers perceive the service quality they receive. With a team of researchers both listening in to calls, and following up with the customers in a survey 48 hours later, Doucet made some surprising discoveries:
- Call representatives’ rudeness was generally ignored by customers, as long as the ...
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