CHAPTER 22
Service Trigger #7: Being Disrespected
Respect. It could be one of the most important and at the same time one of the most meaningless words in the English language. Obviously, the concept of respect is extremely important to customer service. If a customer feels disrespected by you or someone in your organization, almost nothing you do will matter until her feelings about being disrespected are addressed. Yet despite the importance of the concept of respect, the word borders on having no meaning at all. We know what it means generally, but each person’s concept of respect is so individual and varies so wildly from the next person’s that it makes it virtually impossible to nail down a firm framework for respecting customers.
Despite ...
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