53. From Rude to Remarkable - Turning Bad Service into Great Experiences
Transform Negative Customer Interactions into Lasting Loyalty
Imagine this - A customer walks into your store or contacts your service team and is met with a dismissive, unhelpful, or even rude response. Instead of resolving the issue, the employee -
Speaks in a cold or impatient tone.
Fails to listen actively or interrupts the customer.
Shows frustration when asked for assistance.
Offers no empathy or solutions, leaving the customer dissatisfied.
The result?
Negative online reviews that damage brand reputation.
Lost customers who never return—and tell others to stay away.
Increased complaints, putting pressure on leadership and HR.
Low morale among employees who witness or deal with constant conflicts.
Rude or unprofessional customer service is one of the fastest ways to lose business. A single negative interaction can drive customers to competitors, costing the company far more than the price of one sale.
HR psychology tells us that employees who feel undervalued, overworked, or poorly trained are more likely to behave unprofessionally toward customers. If leadership ignores the issue, bad service habits become the norm, harming both revenue and workplace culture.
The challenge? How do you correct unprofessional customer service behaviour and create a culture of customer excellence?
The Solution – A Three-Part Approach - Identify, Coach, and Reinforce
Improving customer service requires identifying poor behaviour, coaching employees effectively, and reinforcing a culture of service excellence. Here’s how to turn negative interactions into business growth opportunities.
1. Identify Why Employees Are Providing Poor Customer Service
Before addressing the behaviour, determine the root cause of unprofessional interactions.
A. Recognise Common Signs of Poor Customer Service
Employees appear disinterested, unfriendly, or dismissive.
Customers frequently complain about staff attitude.
Staff become defensive or argumentative when questioned.
Employees prioritise efficiency over customer experience (rushing interactions).
Negative online reviews mention staff behaviour.
Red Flag - If multiple employees exhibit poor service, the issue may be systemic rather than individual.
B. Identify Underlying Causes of Rudeness or Unprofessionalism
Employees don’t act unprofessionally without reason—common causes include -
Stress and burnout – Overloaded employees may lash out or disengage.
Lack of training – Employees who don’t know how to handle difficult customers often react poorly.
Poor leadership example – If managers are rude to employees, the behaviour trickles down.
Workplace dissatisfaction – Employees unhappy with their job may take it out on customers.
Unclear expectations – If service standards aren’t enforced, employees may assume rudeness is tolerated.
HR Psychology Insight - Employees mirror workplace culture—if they feel respected and supported, they are more likely to treat customers well.
2. Coach Employees to Deliver Exceptional Customer Service
Once the issue is identified, proactive coaching and training are key to improving service behaviours.
A. Provide Targeted Customer Service Training
Instead of general training, focus on fixing specific behaviours -
Tone & Language Training – Teach employees to use a friendly, professional tone.
Empathy & Active Listening Exercises – Help them connect with customers rather than just solving problems.
De-Escalation Techniques – Equip them with strategies to handle frustrated customers calmly.
Role-Playing Scenarios – Simulate real situations to practice proper responses.
HR Best Practice - Video recordings of real interactions (with permission) can be used as learning tools for improvement.
B. Set Clear, Non-Negotiable Service Standards
Establish written guidelines for tone, behaviour, and response times.
Ensure employees understand that professionalism is mandatory, not optional.
Link service performance to performance reviews and incentives.
Red Flag - If employees dismiss training as unnecessary, leadership must enforce service expectations through accountability measures.
C. Address Individual Behaviour with Constructive Feedback
If a specific employee consistently behaves unprofessionally -
Meet privately to discuss observations and concerns.
Example - “I’ve noticed some interactions where customers felt dismissed. Let’s talk about how we can improve engagement.”
Provide coaching, not just criticism.
Example - “Try making eye contact and smiling when greeting customers. It creates a more welcoming experience.”
Set improvement goals with a follow-up plan.
HR Psychology Insight - Employees respond better to feedback when they are given actionable steps rather than vague criticisms.
3. Reinforce Positive Service Behaviours for Long-Term Success
Once training and coaching are implemented, leaders must reinforce good service behaviours consistently.
A. Recognise and Reward Excellent Customer Service
Praise employees who go above and beyond for customers.
Introduce “Employee of the Month” programs based on customer feedback.
Offer small incentives for consistently positive interactions (bonuses, extra breaks, public recognition).
HR Best Practice - Employees repeat behaviours that are recognised and rewarded—make good service a company-wide priority.
B. Implement a Customer Feedback System
Encourage customers to report both positive and negative experiences -
Use customer satisfaction surveys.
Monitor online reviews for service trends.
Have managers conduct mystery shopping or service audits.
Red Flag - If negative feedback is ignored, employees won’t feel motivated to improve service behaviours.
C. Lead by Example—Managers Must Model Great Service
If leadership treats customers with respect, employees will follow suit.
Ensure managers interact with customers regularly to reinforce service culture.
Train supervisors to provide ongoing coaching rather than waiting for problems to arise.
HR Psychology Insight - Employees are 75% more likely to adopt customer-friendly behaviours when leadership models them daily.
Reflective Scenario – What Would You Do?
A long-time employee repeatedly speaks rudely to customers, brushing off complaints and using an unfriendly tone. Other employees are beginning to adopt similar behaviours, and negative online reviews are increasing.
Using the strategies above, you might -
Hold a private meeting with the employee to discuss their behaviour.
Provide targeted customer service training on communication and empathy.
Monitor future interactions and provide coaching as needed.
Recognise and reward positive behaviour changes.
Ensure managers reinforce professionalism through ongoing feedback.
By focusing on solutions rather than punishment, you create a customer-focused culture while maintaining employee morale.
Golden Nugget - "Customers don’t remember what you sell—they remember how you made them feel. Exceptional service starts with engaged, well-trained employees."
By identifying unprofessional behaviour, coaching employees effectively, and reinforcing great service habits, SME leaders can turn customer service challenges into lasting business success.