The financial and human resources needed to fulfill the mission of any initiative - be it one that pertains to customer experience or to some other area of the organization - are always in short supply. Even if they aren't, the problems of time and attention still remain. For example, just because you have the money to do something doesn't mean you have the time or the organizational "bandwidth" to do it. Attempting to juggle multiple initiatives - even just a few - significantly affects employees throughout the organization.
- Roy Barnes and Bob Kelleher, Customer Experience for Dummies
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If you can, take your time in developing a solution. A number of studies have suggested that often, the second or third solution you come up with is best. When possible, suggest multiple solutions to the customer, saving the one you think will work best for last.
Rude employees are rude for a reason: you allow them to be. It's not their fault—it's yours. You hired wrong, you trained wrong, or you coached wrong. Just as you must kill an aggressive cancer by nuking it with chemotherapy, you must eradicate rudeness by displaying a zero-tolerance attitude. We don't care if an employee "makes his numbers" or excels at some other aspect of his job. If he's rude, he has to go. Fire him, and for good measure, encourage him to work for a competitor.