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Showing posts from March 25, 2013

How Americans Treat Rude Customers

As long as we’re considering rude behavior, how do we treat customers who are behaving rudely?  You probably have an idea.  You might think that all humans react in the same way to rudeness from a customer. But according to our friends at the Sauder School of Business at the University of British Columbia, customer service employees - read waiters, hotel desk clerks, salespeople - born and raised in North America will actively sabotage a customer who is rude to them, while customer service representatives from China withdraw and lose enthusiasm for their jobs. "In North America, employees tend to retaliate against offensive customers -- doing things like giving bad directions or serving cold food,” says UBC Sauder School of Business Professor Daniel Skarlicki, a co-author of the study. “In China, workers are more likely to reduce the general quality of service they provide to all customers -- nasty or nice." It appears to be a cultural thing.Although the level of abuse was con…