398 Services Marketing
Warlow
4
has identi ed the following six reasons for the customer grievance
due to employee interactions.
1. Bad Attitude: Some service employees do not treat the customers prop-
erly. ey do not acknowledge the presence of customers even when
they stand right in front of them. ey may engage in chatting over
phone; may look at the customer as if the customer is interfering into
their daily routine and may not speak politely. Such attitudes of the
employees turn the customers against the company. Service marketers
should identify such employees and get them away from customers.
2. Not Willing to Seek a Solution: Some contact employees acknowledge
a customer’s problem but just can’t be bothered to nd a solution. ...