This article is more than 7 years old.
When the people who represent companies - whether a big brand or their own - speak poorly about other customers, it negatively affects that customer's experience. The customer asks themselves, if this person is speaking poorly about others, might they be judging me right now? Customers want to have positive, stress-free interactions - they do not want to be a frontline representative's psychologist. The brand should train frontline employees to always stay positive and not ever speak negatively about other customers. Small business owners in particular should remember this.
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