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CHAPTER NINECOMPLAINTS: EMOTIONAL OPPORTUNITIES

Most customers don’t complain lightly; in fact, most don’t complain at all.

No aspect of customer service is so replete with emotions as when customers complain. Most don’t complain lightly; in fact, most don’t complain at all according to dozens of research studies. Consider the emotions expressed in the following poorly handled complaint situation, in which a customer is trying to get his telephone service repaired.

Service Representative (SR): As long as it is trouble that is outside, we do take care of that for you at no charge. Are you going to be there tomorrow, or is there a number to reach you back tomorrow?

Customer (C): No, I have to work. There is a work number where I work. I ...

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