With Rude Workers, Customers Walk but Don't
TUESDAY, Sept. 27 (HealthDay News) -- Rude employee behavior is
a major problem that drives customers away from many businesses, a
new U.S. study finds.
Researchers surveyed 244 consumers and found that about
one-third said they'd experienced or witnessed insensitive,
disrespectful or rude employee behavior an average of once a month.
The consumers said this incivility makes them less likely to return
to those businesses.
The study also found that few customers report unpleasant
employee behavior to the workers' supervisors. This can lead to an
ongoing cycle of poor worker behavior that angers and drives away
customers, according to the University of Southern California and
Georgetown University researchers.
The incidents of rude employee behavior that study participants
reported occurred in many businesses, but particularly in
restaurants and retailing.
The best remedy is an apology from both the offending employee
and the supervisor, the researchers found. But the preferred
solution is creation of training programs that promote employee
civility, they added.
The study was recently published in the
Journal of Service Research.
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