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Turning customer revenge into reconciliation
June 17, 2013

irate customerPULLMAN, Wash. – Canceled flights, lost luggage, a product confirmed to be “in stock” that turns out to be on back order after you’ve driven 20 minutes to get it – most everyone has at some time experienced anger and frustration over similar service failures. These feelings can, in turn, lead customers to take their business elsewhere, causing the firm to lose a valued patron.

But when a firm strikes out a second time – for example, by failing to resolve the initial mistake – the insult added to injury can lead customers to seek revenge by aggressively … » More …