When employees exhibit poor attitudes, leadership has failed, not the employee . It is the responsibility of management to either solve or eliminate problems. Don t blame the symptoms. Make customer service an integral part of job performance evaluation. Emphasize the personal part of customer service.
Anonymity breeds rudeness.
The leadership has to buy into the personal, caring part of their job. Customer service is measured by the level of personal caring that the provider gives to the customer. The job cannot just be a job. The job must give the employee something more than a paycheck. Look for it, it s there.