When an employee in a business treats a customer poorly, that customer usually does not complain; however, she does tell her "horror story" about that business to more than 10 other people.

Question

Quizplus · Accepted Answer

This is known as the "1 in 10" rule, where it is estimated that a dissatisfied customer will tell 10 people about their negative experience with a business.

When an Employee in a Business Treats a Customer Poorly