• Traditional politeness strategies: Traditional politeness strategies are based on the idea of deference and respect. These strategies involve using formal language, avoiding direct disagreement, and being apologetic. Traditional politeness strategies are still used by some customer service employees, but they are becoming less common.
• Modern politeness strategies: Modern politeness strategies are based on the idea of equality and understanding. These strategies involve using informal language, being honest and transparent, and showing empathy. Modern politeness strategies are becoming more common as customers demand more respect and understanding from customer service representatives.
• Empathetic politeness strategies: Empathetic politeness strategies are based on the idea of compassion and understanding. These strategies involve actively listening to the customer, acknowledging their feelings, and showing that you care about their problem. Empathetic politeness strategies are the most effective way to build rapport with customers and resolve their problems.

The changes in politeness strategies have influenced the perception of customer service representatives by customers in a number of ways. Customers are now more likely to expect customer service representatives to be friendly, understanding, and empathetic. They are also less likely to be impressed by customer service representatives who use traditional politeness strategies, such as using formal language and avoiding direct disagreement.

Here are some specific examples of how the evolving patterns of politeness strategies have influenced the perception of customer service representatives by customers:

• Customers are more likely to be satisfied with customer service interactions that are perceived as empathetic. A study by the Temkin Group found that customers who rated their customer service experience as “excellent” were more likely to say that the customer service representative was empathetic.
• Customers are less likely to be satisfied with customer service interactions that are perceived as formal and distant. A study by the Gartner Group found that customers who rated their customer service experience as “poor” were more likely to say that the customer service representative was formal and distant.
• Customers are more likely to trust customer service representatives who use modern politeness strategies. A study by the American Customer Satisfaction Index found that customers who rated their customer service experience as “high” were more likely to say that they trusted the customer service representative.

Overall, the evolving patterns of politeness strategies have led to a more customer-centric approach to customer service. Customer service representatives are now expected to be friendly, understanding, and empathetic. They are also expected to use modern politeness strategies, such as using informal language and being honest and transparent. These changes have led to a more positive perception of customer service representatives by customers.