Rude Service Reps Anger Consumers. What Qualities Calm Them?

When consumers have an urgent customer service need, 7 in 10 will pick up the phone and call the company for help, says Five9, citing results from its recent “2013 Contact Center Report” [download page]. At that point, the representative’s actions can have a significant influence on the customer: a majority of respondents said that a rude representative will make them extremely frustrated. But while many consumers will “retaliate” when their problems can’t be resolved, the vast majority said they would be more forgiving if representatives could display at least one of the following attributes. (more…)