In the midst of the trend and hype of ‘customer centricity’, ‘the customer experience (CX)’, ‘customer excellence’ and other such terms it appears there is something amiss – the rise and rise of rudeness, incivility, disrespectful behaviour, and the trend of behaving badly at work.
This is not a new phenomenon; however, it is reaching epic proportions and affecting many businesses, their staff, customers and suppliers as we speak with devastating consequences.
Ray Williams writing for ‘Psychology Today’ back in October 2016 said this: “Has incivility become the new norm in America? Fundamental ethical values such as respect, fairness, honesty, personal responsibility and tolerance seemed to have been replaced by rudeness, discourtesy and insulting behavior, at … read more by subscribing.
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