Stepping Up Service: Defining Disrespect
Many customers nowadays note that “respect” is very important to them and they get angry when they feel “disrespected.” Alan Jackson (The Jackson Group) and Ed Gagnon (Customer Service Solutions) discuss what customers see as “respect" and what the idea of “disrespect" looks like to them. Ed gives several examples of what employees may be doing that could make the customer feel disrespected…and how to avoid those anger-inducing actions. And to close out the episode, Alan and Ed share their “Customer Service Stories of the Month”.
About the hosts:
Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.
Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.