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Let’s Protect Our Frontline Workers from Rude Customers

HBR IdeaCast

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Can Businesses Really Guard Against People Getting Mad?

Roxanne Jones: Can we really expect businesses to guard against people getting mad? She says when customers or society members see an employee being, you know, treated rudely are attitudes towards those employees improve. But the attitudes towards the organization shift in really costly ways, she adds. Jones: 65% think organization should do better to protect employees. 45% question values and the willingness to use the company's products and services drops 35%.

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