How Polite Are U.S. Consumers to Customer Care Professionals?

Posted by
Andrea Fjeld
Content Producer
Thursday, July 20, 2017 - 08:59

Customer service professionals undoubtedly deal with difficult people and situations daily. As they work to help customers solve issues, they might be met with a sincere “thank you” or what could constitute as verbal harassment.

To get to the bottom of how consumers act toward customer care professionals, LivePerson analyzed millions of conversations across more than 500 brands, studying both “hard” and “soft” curse words and phrases and breaking out data points across demographics. Unsurprisingly, customers were better behaved when their names were attached to the exchange and ruder when protected by a mask of anonymity.

Idaho is ranked as the most polite state, but Alaska is at the bottom of the list. New Mexico, Iowa, Oregon, Colorado, and Louisiana had a high ration of saying both “please” and “thank you” in their conversations with customer care professionals while South Carolina, Mississippi, West Virginia, and Alabama ran lower in this area.

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