Road rage, school rage and anger customers are almost always on the agenda. Customer rage is an intense anger with expressions of physical, verbal, or other potentially harmful behaviors coupled in response to an unsatisfactory service experience. It may lead to serious negative consequences for companies, employees and even other valued customers. Fortune 500 companies are so concerned about this problem that some are installing new software in their call centers to recognize rising le … Read more »

Road rage, school rage and anger customers are almost always on the agenda. Customer rage is an intense anger with expressions of physical, verbal, or other potentially harmful behaviors coupled in response to an unsatisfactory service experience. It may lead to serious negative consequences for companies, employees and even other valued customers. Fortune 500 companies are so concerned about this problem that some are installing new software in their call centers, rising anger of the customers recognize voices, so that management can intervene to prevent an incident to escalate anger. In addition, presented the Entrepreneur Magazine that Americans increasingly angry every year. This article examines the underlying psychological processes of stress and coping strategies that some consumers drive extreme negative emotions, including anger and finally to experience resentment. It explores the trigger (pre-conditions) that give rise to anger behaviors, identify the tipping points for extreme anger and rage incidents, and examines to what extent these factors and coping strategies can be generalized across Eastern and Western cultures. It also recommends an approach to enable managers to prevent or at least better manage customer anger.
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from
Paul G. Patterson,
Janet R. McColl-Kennedy,
Amy K. Smith,
Zhi Lu
Source: California Management Review
24 pages.
Release Date: 1 November 2009. Prod #: CMR438-PDF-ENG
Customer rage: Triggers Tipping Points and Take-outs HBR case solution