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Customer Experience: Difference Between Rude and Frustrated

Every one of us has been less than polite in certain situations. We understand that keeping our cool is important, but we are unable to stay in control when we feel that someone is being unfair or failing to pay attention to our concerns. For example, our order at the restaurant took far too long to deliver, or the customer service agent was unwilling to waive a late fee even though our payment was tardy by just a couple of hours.

Sticking with Policy
For a business process to succeed, policy is important. For example, an airline company will train its customer service agents to follow policy, and escalate any issues that warrant a closer eye. Therefore, when we call the agent to discuss a situation, you can expect for them to stick with policy. You can talk until you are blue in the face, but they are not going to change their minds. They have trained responses, and that is the bottom line.

The problem with policy is its inherent inflexibility. A canned response is insufficient to handle all situations. There must be times when an agent can make an exception, and it shouldn't always be escalated. To make this happen, they must be trained and empowered to act.

The Rude Approach
A customer is rude when he crosses the line and insults the employee, such as:

• “You are incompetent, and your company is plain stupid!”
• “I can't even understand what you are saying! Do you speak English?”
• “I refuse to talk to stupid people! Since you are stupid, transfer to me a manager who can help me. I do hope he is not dumb like you!”

It is wrong to cross this line. Even if we get our way, we violate the principle of treating others like we would like to be treated. Despite believing the situation is unfair, we must avoid this tactic.

The Frustrated Approach
A customer can express frustration by saying the following:

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951,952,953,954,955,956,957,958,959,960,961,962,963,964,965,966,967,968,969,970,971,972,973,974,975,
976,977,978,979,980,981,982,983,984,985,986,987,988,989,990,991,992,993,994,995,996,997,998,999,1000,
1001,1002,1003,1004,1005,1006,1007,1008,1009,1010,1011,1012,1013,1014,1015,1016,1017,1018,1019,1020,1021,1022,1023,1024,1025,
1026,1027,1028,1029,1030,1031,1032,1033,1034,1035,1036,1037,1038,1039,1040,1041,1042,1043,1044,1045,1046,1047,1048,1049,1050,
1051,1052,1053,1054,1055,1056,1057,1058,1059,1060,1061,1062,1063,1064,1065,1066,1067,1068,1069,1070,1071,1072,1073,1074,1075,
1076,1077,1078,1079,1080,1081,1082,1083,1084,1085,1086,1087,1088,1089,1090,1091,1092,1093,1094,1095,1096,1097,1098,1099,1100,
1101,1102,1103,1104,1105,1106,1107,1108,1109,1110,1111,1112,1113,1114,1115,1116,1117,1118,1119,1120,1121,1122,1123,1124,1125,
1126,1127,1128,1129,1130,1131,1132,1133,1134,1135,1136,1137,1138,1139,1140,1141,1142,1143,1144,1145,1146,1147,1148,1149,1150,
1151,1152,1153,1154,1155,1156,1157,1158,1159,1160,1161,1162,1163,1164,1165,1166,1167,1168,1169,1170,1171,1172,1173,1174,1175,
1176,1177,1178,1179,1180,1181,1182,1183,1184,1185,1186,1187,1188,1189,1190,1191,1192,1193,1194,1195,1196,1197,1198,1199,1200,
1201,1202,1203,1204,1205,1206,1207,1208,1209,1210,1211,1212,1213,1214,1215,1216,1217,1218,1219,1220,1221,1222,1223,1224,1225,
1226,1227,1228,1229,1230,1231,1232,1233,1234,1235,1236,1237,1238,1239,1240,1241,1242,1243,1244,1245,1246,1247,1248,1249,1250,
1251,1252,1253,1254,1255,1256,1257,1258,1259,1260,1261,1262,1263,1264,1265,1266,1267,1268,1269,1270,1271,1272,1273,1274,1275,
1276,1277,1278,1279,1280,1281,1282,1283,1284,1285,1286,1287,1288,1289,1290,1291,1292,1293,1294,1295,1296,1297,1298,1299,1300,
1301,1302,1303,1304,1305,1306,1307,1308,1309,1310,1311,1312,1313,1314,1315,1316,1317,1318,1319,1320,1321,1322,1323,1324,1325,
1326,1327,1328,1329,1330,1331,1332,1333