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Should you reprimand rude customers. Yes!

New study shows quick action is better than ignoring bad behaviour

If there’s one thing front-line staff are told never to do it’s tell customers that they are wrong.

But a new study from Sauder University in British Columbia suggests it’s OK to admonish customers when they are being rude.

Typical bad behaviour on the part of shoppers includes messing up displays, cutting in front of other shoppers at the checkout and taking too many free samples.

These situations merely anger other customers and can can cause conflict between shoppers if not dealt with right away.

“Our study shows that retailers can play a key role in mitigating conflict by calling shoppers on bad shopping etiquette,” according to Lily Lin, a Sauder graduate student.

Read the full story here.

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