Passive Aggressive Behavior in Customer Service

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Passive-aggressive behaviour is one of the most destructive cancers to an organizational culture that ends up killing a great company, the self-esteem of the individuals working there, and the trust of their customers.

Passive aggressive behaviour can be difficult to spot initially, but It is recognizable by the disparity between what a person says, what they do or how they go about it. Passive aggressive people will express their negative feelings in an indirect manner, especially when they cannot state their direct disapproval of the person concerned (usually a Customer).

Passive-aggressive people may mask their real feelings and claim that things are ‘OK’ but if you observe carefully, you can spot their actions subtly contradicting their words.

Read below an excerpt from Signe Whitson’s passive-aggressive diaries

Awake and Alert at 35,000 ft.

My workplace was the perfect setting for passive aggressive behavior. When you are 35,000 feet above the Earth, you have many opportunities to graciously and politely respond to the demands of obnoxious, authoritarian passengers.

It was a snowy January evening and we were taxiing to the runway, getting into position to depart O’Hare airport, when the pilot made an announcement that our departure for Washington D.C. would be delayed because we had to have our wings de-iced. Before the announcement ended, a call button rang. As I approached the passenger, he demanded to know how long we would be delayed, because he had an important meeting very early the next morning. Of course, this was the same man who had just given me a hard time about stowing his over-sized bag under his seat, a few minutes earlier.

I politely explained that safety was our first priority. He insisted that I ask the pilot how long it would be before departing. Before I had the chance to respond, the pilot informed the passengers that we were next in line for de-icing. The passenger gave me a dirty look and demanded that I bring him some decaffeinated coffee. I told him that he would have to wait until we were up in the air.

Shortly after take-off, before it was even safe for me to unbuckle my seatbelt, his call button rang again. I waited longer than was necessary before I made my way to his seat. He wanted his coffee immediately, but wanted to make sure that it was decaffeinated, reminding me of his important early morning meeting.

I politely told him that I would make the coffee and bring him a cup as soon as it was ready. Less than ten minutes later, I served him the first of five cups of fully caffeinated coffee. I don’t know about him, but I slept very well that night.

This is a good example of passive aggressive behaviour by an employee towards a Customer. The Customer service industry is fertile ground for passive-aggressive behaviour because service reps are expected to demonstrate warm, friendly behaviour at all times. When faced with difficult or rude customers, they may maintain their smile while privately seething and seeking ways to get revenge.

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Image credit: www.confessmail.com

An employee may smile and politely agree to carry out Customer requests and then deliberately perform poorly because the customer came 3 minutes to closing time or spoke rudely, (or in extreme cases spit in the Customers coffee or burger). By doing so, they are expressing their annoyance in a covert manner.

Negative Effects Of Passive Aggressive Behaviour

A lot of customers fall prey to a customer service professional’s passive aggressive behaviour on a daily basis, and this can ruin the customer’s perception of the brand and erode trust.

#1. Low productivity

Passive aggressive behaviour such as intentional inefficiency, deliberate procrastination, or chronic lateness can negatively affect the productivity of the team.

#2. Poor customer experience

When you consider that 70% of Customer’s buying experiences are based on how they feel they are treated, it doesn’t take a genius to figure out Customers who interact with a passive aggressive rep, will usually recognize the subtle ill-treatment and might never come back.

#3. Negative brand perception

Customers who interact with such reps will usually warn others to stay away from the brand. This will lead to a negative public perception of the brand if the issue isn’t speedily addressed this might be the beginning of the end. Amy Rees Anderson has this to say about dealing with passive-aggressive behaviour –

Don’t allow passive-aggressive behavior to exist in your company.  If it exists today, change it.  Discourage it by getting rid of those who indulge in it, starting from leadership. and send the message that this behavior will not be tolerated…Create a culture of integrity, honesty, and respect.  Create a culture you can be proud of.

I’d love to hear from you, what will be the best approach to dealing with a passive-aggressive Customer service rep?

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Kelechi Okeke
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