Customer Experience News & Trends

Why you need to take a break after a nightmare customer

Agents: If you don’t take a break after dealing with a nightmare customer, everyone suffers. Here’s what researchers found. 

According to Harvard researchers, when employees dealt with rude people:

  • 80% lost time worrying about the incident
  • 48% decreased their effort, and
  • 38% cut the quality of their work.

To stay productive and positive after a run-in with incivility, try these tips:

  • Take a walk around the building, or
  • Talk to an upbeat person – but don’t dump on him or her. Instead, ask to hear a good story.


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