Most likely, there isn’t a single person reading this that hasn’t dealt with an angry customer. The industry you’ve chosen lends itself to this type of interaction—people thinking you’re ripping them off, or blaming you for what’s perceived to be faulty repair work.
There’s no getting around it, it’s part of the territory. For as long as there are cars to fix, there will be angry customers. This article is not about handling those situations or cutting down on those events.
It’s about the impact those interactions can have on your employees.
According to a new study, led by the UBC Sauder School of Business in collaboration with UBC-Okanagan Faculty of Management, the University of Illinois and the University of Queensland in Australia, customer conflict is a major contributing factor when it comes to employees leaving their jobs. The study, Unpacking the Relationship Between Customer (In)Justice and Employee Turnover Outcomes: Can Fair Supervisor Treatment Reduce Employees’ Emotional Turmoil, involved 420 retail workers and 363 restaurant workers in the Philippines and 940 call center employees in Canada, found that even when controlling for other factors (such as low pay, long hours, poor working conditions), there was a significant correlation between customer mistreatment and the rate at which employees quit.
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