Employees rude behaviour turns of customers: How to solve this??

In India 80% of people are rude...we Indians have forgotten what is polite and good.

The idea of business is to transact successfully. 80% of the income is proven to come from 20% of customers. The hardest part is to increase the overall bussiness so that the 20% becomess larger. The other us to increase business within that 20%. Rude behavior will always make the business smaller.

Without human consideration and courtesy, a business will not last long .... unless it is the only one in existence where all people have to use it. Unfortunately, Government agencies are such.  So, please train them to handle their customers with care..

Candidates for all Customer Contact Employees including Gate-Guards, telephone operators, receptionists, counter-staff, security personnel, etc. should be carefully selected after evaluating their attitude & aptitude for the job they seek.

And they all should be put through intensive training in handling all visitors with courtesy.

Frequent Check should be in place apart from receiving Customer Feed-back on sealed boxes.

This activity is a continual one and is not a one-time affair, for any business.

The commonest mistake companies make is ignoring the internal customer asides the senior managements trying DUAL POLICY when dealing with External customers. When the Manager wants his junior to tell a lie to customer that he is busy in meeting etc........ hardly does anyone actually realise, the cost the company may have to pay because of this action. 

And wherever the Management is able to set an example,occurrences as cited in debate are never in horizon.

Thanks for invite Kiran.

Train your employees to have the right attitude. Not just towards the customers but towards themselves and the job they do.

If they have the right attitude then all else will fall in place.

EMPLOYEES  BOTH GOVT AND PRIVATE ORGASNISATIONS  ARE IN UNWANTED TENSION,LACKING CONFIDENCE , MATURITY  AND A VERY LOW LEVEL OF PATIENCE.THEY ARE UNDER CONSTANT PRESSURE TO PERFORM.UNDER SUCH CIRCUMSTANCES IT WILL BE IDEAL THAT THE MANAGEMENTS CONCERNED HAVE REGULAR COUNSELING SESSIONS EITHER BY EXPERTS OR BY SENIOR PERSONS ALLAYING THEIR APPREHENSIONS,MOSTLY UNFOUNDED.THIS WILL HAVE AN IMPACT IN THEIR ATTITUDE(.TAMILNADU POLICE ARE UNDERGOING TRAINING AND MEDITATION PROGRAMMES REGULARLY)

Use NLP. When the employees behave in the manner described above, shall have to be treated coolly.

• Every member should be scanned individually and try to find out what was problem? Where things are going wrong?
• Try to ask every person about the solution to the effect
• Not a single member should be questioned in such a way that he feels that his boss is trying to double-cross, things may go Topsy-turvy and you may find your self as culprit.
• The best way is to lay them responsible for every +ve and shoulder all negatives your self. This would certainly put them at amicable level and they would start behaving +vely.
• Change your behavior and language of talking to them. May be you R require to pay more respect to them.
• The pitch of your voice should be controlled in such a way that they feel it sporting and jovial.
• Every suggestion should be associated with benefits to the employees while explaining the hardest/ easiest way to achieve the results.

A number of skills are involved and can be learned by joining good Peer Learning Groups or taking membership of a renowned Experiential Learning Group.