Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to create a great Customer Experience focus on your people first. In so doing you will impact Customer Loyalty and improve Customer retention. Your people are key conduit to these aims. This came to mind as I read an article in Psychology Today.
The Five Levels of Passive Aggressive Behavior
It revealed five levels of passive aggression:
Level 1: Temporary Compliance:
Level 2: Intentional Inefficiency
Level 3: Letting a Problem Escalate.
Level 4: Hidden but Conscious Revenge
Level 5: Self-depreciation,
This raised a few questions for me. What type of employee experience engenders this type of behavior What type of leadership? Are you seeing any of these behaviors in your people? It could give you a clue as to your leadership style. More importantly, have you seen these these behaviors in your Customers? If so a redesign of your Customer Experience is critical.
By Colin Shaw | Published: December 28, 2009