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A Complaint Is a Gift, 2nd Edition by Claus Møller, Janelle Barlow

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Images 8 ImagesWhen Customers Go Ballistic

No one likes to see customers scream at company representatives, but it happens. A 1976 study of consumers said 32 percent reported experiencing a serious customer service problem in the previous year. By 2003, after the establishment of huge call centers, that number had risen to 45 percent, and of those consumers more than two-thirds reported feeling “rage” about how their problems were handled.1 Not only can screaming customers leave service providers shaken, but the customers may be embarrassed by their public display ...

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