Anger is the most frequently reported emotion following a service failure. Rage incidents can damage two key assets of any firm: Customer relationships and employees. Customer rage is an intense anger coupled with expressions of physical, verbal, or other potentially harmful behaviours in response to a dissatisfying service experience and can potentially result in severe negative consequences for firms, employees, and even other valued customers. A study of American scholars showed that almost 25% were victims of psychological and/or physical aggression from customers.
Learn in this tailor-made course how to take pre-emptive action to anticipate rage incidents, develop a culture that “decriminalizes” complaints, minimize damage to customer relationship and protect employees, and attempt to salvage customer relationship and limit psychological damage to employees.
Get engaged now and feel the difference!
