Does Rudeness Ruin Customer Service?
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"Wow! That guy had no idea how to speak to customers," complained my colleague following a joint customer support call with one of our technology vendors.
"But he helped us solved our problem in a few minutes," I rebutted. "When does that ever happen?"
Conditioned to believe customer support calls are about making meaningful connections, my colleague was justifiably frustrated by the agent’s distant, dismissive and even rude demeanor. Uninterested in developing a relationship and...
