Posted by Gary on Oct 16, 2010 | 57 comments

Most of my working life I’ve been involved in some sort of front line customer service role. This of course involves dealing with the ups of praiseworthy customers and the downs of complaining ones (very rarely these days I have to say).
There are 2 types of complaining customers. Those whose complaint is genuine and those that it is not. Often the latter will use aggression, anger,...
read more