Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
We don’t want to ruin your good mood, but humor us for a moment and think back to a time when a company made you angry. Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated. Perhaps you were on hold for too long; maybe you were transferred ten times before getting an answer; or maybe your support agent was unhelpful and insincere. If you resolved to never do business with that company again, we wouldn’t be surprised.
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