Sunday, August 1, 2010

Staff rudeness and the customer experience

Christie Nickelson shares that rudeness between employees on your staff impacts the customer experience.

The studies confirm that witnessing an uncivil argument between two employees leaves a bad taste that goes well beyond the individual incident. Customers tend to generalize their newfound negative opinion to the entire organization, its employees and any future interactions with it. So serve it with a smile, please, for those in front of the counter and behind it.