BestMark News

The repercussions of poor customer service

A September study published in the Journal of Service Research revealed that around 33 percent of respondents were treated rudely by an employee at least once per month, ScienceDaily reports.

Researchers at the University of Southern California and Georgetown University asked 244 people about their customer satisfaction across a variety of industries, but found the rude behavior to be most prevalent in the retail and restaurant sectors.

Brian Tyrrell, a professor of hospitality and tourism management at The Richard Stockton College of New Jersey, warns that subpar service hurts not only a business' reputation, but also its bottom line.

"The vast majority of people complain with their wallet," Tyrrell said, as quoted by the media outlet. "Further than that, other studies show that individuals who have an issue with something a business does are going to tell a certain number of people as well."

Online review sites such as Google Places and Yelp provide a platform for disgruntled patrons to voice their opinions. The ripple effects can be felt - "If more than one person is negative (about a restaurant or store), I stay away from those place," Missouri State University student Dan Turck told the News-Leader.

Press of Atlantic City adds that with the upcoming holiday season, strong customer experience management is more important than ever.