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.
