The next time you start to tell your coworkers about that Customer from Hell you just experienced, you may want to take a quick glance in the mirror first.
The research tells us that in the vast majority of cases, it is us – NOT our customer – who triggers negative customer interactions(e.g.: Bitner, et al., 1990 “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents“). But if you’re still skeptical, here’s a great recent illustration of how onemarketing company rep turned a disappointed but reasonable customer into a veryangry man. When you read the dialogue, you can see the escalation – and how the Ocean Marketing rep, Paul Christoforo , continues to add fuel to the fire. This is a great cautionary tale.
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