Customer Bother Scale

Using the following rating scale, indicate how upset or annoyed you would be on an average day if someone exhibited the negative behaviors described below. Do not omit any items.

Rating Scale:
1 = not at all upset
2 = slightly upset
3 = moderately upset
4 = quite upset
5 = very upset

 

Rating Score ............Event
1. Customer speaks so softly you can barely hear.

2. Looks away when you speak to him/her.
3. Complains about something over and over.
4. Impatient customer drums fingers on the counter .
5. Frowns or scowls as you talk to him/her.
6. Does not follow instructions as requested.
7. Talks back to you disrespectfully.
8. Yells or responds in a hostile tone of voice.
9. Is not able to get the point after your complete explanation.
10. Lets his/her children roam around the store.
11. Walks away while you are talking.
12. Has bad breath.
13. Picks up "do not touch" glassware .
14. Is drunk or has been drinking.
15. Does not listen.
16. Argues with you.
17. Seems to be helpless.
18. Does not speak English.
19. Keeps changing what he/she wants.
20. Doesn't have enough money to pay for items at check stand.

Total score (Add your numbers)

Interpretation: Compare your total score with the scale below to find out your degree of "botheredness"

Footnote: Is anger bad? Only if it causes you to lose control or becomes your management style. It can be a positive factor to get you motivated to action, but if it is misdirected or occurs frequently over minor events, it's too much --twice a year, not twice a day. Go to this site to get info on taking control of anger before it controls you . (Be sure to return and complete Lesson 10.)

"If you always speak out in anger and you will make lot of speeches you will ever regret."

Return to Lesson 10

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