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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 …

Lecturer at WSU to talk about terrorism
March 3, 2008

SPOKANE — Recruits and the al-Qaida Network is the lecture topic hosted by Washington State University’s Institute for the Study of Intercommunal Conflict (ISIC). Elena Mastors, a terrorism specialist from the U.S. Naval War College will speak about conflict and terrorism and the important role of individuals in extremist groups. The lecture is slated for Thursday, March 6, from 7-8:30 p.m. in Spokane on the Riverpoint Campus in the Academic Center room 147 at 600 N Riverpoint Blvd.

Mastors will also present a lecture on “Interviewing Extremists” at WSU Pullman on Friday, March 7, in the Center for Undergraduate Education room 518 from 11:45 … » More …

Solving employee differences for 10 years
August 20, 2004

This year marks the 10th anniversary of WSU’s Conflict Resolution Program (CRP), a groundbreaking service in Washington higher education and still one of only two in the state.In 1994, university administrators met with two local ministers who expressed concern for the well being of university personnel. A task force subsequently created by Sam Smith, former WSU president, concluded that a program was needed to help employees and students confidentially resolve conflict at the lowest possible level. Since then, the CRP has served hundreds of WSU employees and students in communities throughout the state; the only requirement is that WSU personnel are involved in the conflict. … » More …