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Respect is a two-way street: kindness does impact customer eXperience

“Respect is a two-way street, if you want to get it, you've got to give it..”

A couple of weeks ago, I witnessed a scene on the bus that left me completely stunned. As a woman boarded, she immediately began complaining when the bus driver politely asked her to scan her pass. She refused, and as the line of passengers waiting to board grew longer, her attitude only became more hostile. Despite the mounting tension, the driver remained calm and politely asked her again. I’m not entirely sure what triggered her anger, but her rudeness was shocking. If I were in the driver’s shoes, I’m not sure I could have kept my cool!

This situation serves as a powerful reminder of the importance of respect in customer service. While we often hear that “the customer is always right,” it’s crucial to remember that respect is a two-way street. Just as customers deserve to be treated with dignity, our front-facing employees deserve the same level of courtesy.

The reality of customer service

Customer service is one of the most challenging jobs out there. Our front-facing employees are the backbone of our businesses, interacting with hundreds of customers daily, each with different needs, moods, and expectations. Despite their dedication, they sometimes encounter rudeness or hostility that can make their job incredibly difficult. It’s important to recognise that employees are human beings with emotions. When faced with aggression or disrespect, they can naturally feel defensive.

Fight or Flight, a human response

When employees are treated rudely or aggressively, their natural response is to go into “fight or flight” mode. This is a basic human reaction to stress, where a person feels the need to either defend themselves (fight) or withdraw from the situation (flight). In the context of customer service, this can manifest as employees becoming less responsive, more guarded, or even disengaged. When this happens, it’s not because they don’t care about providing good service; it’s because they’re trying to protect themselves in a situation that feels threatening.

Imagine being in their shoes: you’re trying your best to help someone, but instead of cooperation, you’re met with hostility. It’s only natural to feel defensive. Unfortunately, this can create a cycle where a negative customer attitude leads to a less positive service experience, which in turn frustrates the customer further.

Respect breeds respect

The good news is that respect can break this cycle. When customers approach employees with kindness and understanding, they’re far more likely to receive a positive, attentive response. A simple smile, a “please,” or a “thank you” can go a long way in setting the tone for the interaction. Respectful customers often find that they are met with the same respect in return, resulting in a smoother, more pleasant experience for everyone involved.

Think about it: if you want to be served with a smile, be a customer with a smile. By treating our employees with the same courtesy you expect, you help create a positive environment where great service can flourish. This isn’t just about getting what you want as a customer; it’s about building a mutual respect that benefits everyone.

Building a culture of respect

Every organisation should be committed to fostering a culture of respect. This Respect Front-Facing Employees Focused Week is a reminder that everyone plays a role in creating a positive environment. Most employees are dedicated to giving the best service possible, so next time you interact with a team members, remember that your approach can make a big difference. A little kindness and understanding go a long way in ensuring that both you and the employees walk away from the interaction feeling respected and valued.

Respect is the foundation of good customer service. It’s a two-way street that requires effort from both employees and customers. As we celebrate this special week, let’s commit to treating each other with the respect we all deserve. When we do, everyone benefits—employees are happier, and you, valued customers, receive the excellent service you deserve.

Get Involved

We invite all business leaders, customer experience professionals, and community members to join this exciting movement. The official launch of the JCX Alliance will take place on Thursday 10th October at the JCX Conference. This event will feature engaging presentations, exhibitions, and panel discussions led by industry experts and thought leaders in customer experience.

For more information about the JCX Alliance and the upcoming conference, please visit our website: JCX Conference

Join us in this journey to inspire, unite, elevate, raise, and drive customer experience to new heights. Together, we can make Jersey a beacon of service excellence and a model for other communities to follow.

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