Service fatigue

If your customer support staff is rude, your customers will feel it.

That might cause your customers to be rude back—which makes it more likely your staff will snap, and on it goes.

That’s why it pays to hire people with a high degree of emotional maturity, so you can count on your team to not do things like sound condescending.

But it pays even more to give those folks a break when they need it, to pay them fairly, and to work hard to make their experience at work a good one.

Service is a cycle. How you treat your team can ripple out to every customer touchpoint—be it physical or digital—and make or break your customer experience.

Invest in your people, and they’ll invest in your customers. Don’t, and you might find your service—or your reputation—paying the price.