When in France, customers want to speak French

Foreign shop and restaurant customers who speak French but with an obvious accent can often be answered in English... but it is not a good policy.

The language switch can happen instinctively as staff try to help but it is more likely to backfire and lower customer satisfaction, a study by a French business school has found.

Bordeaux Kedge business school professor Jonas Holmqvist, who ran the study and is ...

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