Seven effective practices for preventing customer rage

"The 2015 Customer Rage Study provides “a data-driven prescriptive framework for a Complaint Handling and Service Recovery Program that actually improves individual brand loyalty and improves word-of-mouth advertising.”

Mary Murcott of Dialog Direct writes that the 2015 Customer Rage Study provides “a data-driven prescriptive framework for a Complaint Handling and Service Recovery Program that actually improves individual brand loyalty and improves word-of-mouth advertising.”

From CustomerTHINK, May 16, 2016:

Companies have spent billions of dollars over the years adding staff, installing additional complaint handling channels and instituting extensive training, all in the effort to improve brand loyalty through improved complaint handling. But the recent Rage Study, a collaborative effort of Customer Care Measurement & Consulting, Dialog Direct and the Center for Services Leadership at the W. P. Carey School of Business, indicates these efforts are failing miserably. Only 14 percent of complaints are truly dealt with on the first call and most complaints require 4.2 contacts to resolve the issue. Further analysis may show that certain type of complaints, e.g. credit card disputes for example may have an even higher number of contacts to resolve.