Some of our Federal Senators are demanding a visit to US military’s
Meanwhile, in the realms of yet more wasted research funds (is there no end?), Australian academics are going to spend a couple of years working out why customers get pissed off with poor service. Notably they are only going to bother looking at what triggers customer “rage” – the rest of us, meaning 99.9% of people who put up with appalling, rude and ignorant service won’t get a look in.
Would you like to know why the academics are undertaking this important work? I thought so:
"If we can predict the things that trigger customer rage, we can stop most of it from happening."
Wow, impressive thinking, hey?
(Made me wonder: if academics could predict what triggers climate change, could they stop Gerbil Worming?)
A distinct inability to appropriately and objectively define the parameters and goals of the research have already formed into a scabby hard crust:
"The research has all sorts of implications for the recruitment and training of staff," he said. "Already we are seeing some patterns forming. There seems to be some correlation between someone's personality type and their propensity to fly into a rage."
Yes, I see.
The results will help with recruitment and training … particular personalities are more prone to rage … yeah, right … so, they’re going to recruit and train staff to identify the personality types of customers within 20 seconds of encountering the customer, or perhaps before the customer even gets to the counter? Is that what these geniuses are thinking? Or are they randomly joining together entirely unrelated practical and psychological matters? Which tends, by and large, to be the forte of many researchers.
Small tip to these guys: if customer facing staff (either real life or on the phone – the latter being the mechanism for delivery of a great deal of so called customer service) are so blessedly incapable of identifying when, how, and why they are being obnoxious, imbecilic and inappropriate customer service providers, then how, how pray tell, could they ever be trained to identify, empathize with and divert potential rage in the downtrodden recipients of their lackadaisical service provision? They have insufficient courtesy and knowledge to identify and look after their own belly buttons for goodness sake.