Customer Rage:Triggers, Tipping Points, and Take-Outs Harvard Case Solution & Analysis

School fury, road rage, and customer rage are becoming almost everyday events. Customer fury is an extreme anger coupled with expressions of verbal, physical, or other possibly harmful behaviors in response to a dissatisfying service encounter. It could lead to severe negative effects for companies, employees, and other treasured customers. Fortune 500 businesses are so concerned about this problem that some are installing new applications within their call centers to detect rising amounts of fury in customers' voices so that management may intercede to prevent an episode escalating to rage.

Additionally, the Entrepreneur magazine noted that Americans are getting more upset every year. It also advocates a strategy to enable supervisors better handle customer fury, to prevent or, at least.

PUBLICATION DATE: November 01, 2009 PRODUCT #: CMR438-PDF-ENG

This is just an excerpt. This case is about SALES & MARKETING

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