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Customer rage.

Publication: Industrial Management
Publication Date: 01-JAN-05 		Format: Online
Delivery: Immediate Online Access
Full Article Title: Customer rage.(personnel perspectives)

Article Excerpt
"You have heard of road rage and blind rage, but have you ever heard of customer rage? From my own experiences and after listening to a client recently, I wonder if this is the latest "rage."

Sally, angry and distraught, made an appointment to see me. Knowing that I wrote about stress-related issues, she wanted to let me know of a recent experience.

A two-year-old kitchen appliance, no longer under warranty, had stopped working in Sally's home. She called the company's repair division and was told that a technician would come to her house to diagnose the problem. Although the appliance signaled a code number that pretty well defined the problem, the company insisted...

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