From USC
Here's a message for companies and employers: Rude behavior, however it occurs and as long as it is somehow visible and open, really rubs customers the wrong way and it can cause them to turn against enterprises even if the boorish actions aren't directed at them, Trojan researchers say. They say businesses need to work with workers to restore and ensure the highest levels of workplace civility not just for employees' benefit but because it's good for business. They base their findings on experiments in which, for example, a jerk-weed boss jumped on a worker, calling him an 'idiot' in front of customers, or when an employee snubbed customers to gossip on the phone but then got a royal, public chewing out for doing so, even as he sought to help some patrons; in these cases, even if a rude worker had gotten to assisting them, the incivility shown led customers to negative, potentially harmful views of the business.
Customers can't stand incivility, directed at them or among workers, studies show
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