Customer Rage:

TRIGGERS, TIPPING POINTS, AND TAKE-OUTS

Agenda
Determine the triggers (antecedent conditions) that give rise to rage behaviours
Identify and understand the tipping points for extreme anger and rage incidents Determine how the coping behaviours can be generalized across situations in different cultures Recommend a course of action for practicing the management of customer rage incidents

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What is Customer Rage ?

An intense anger coupled with expressions of
Physical Verbal Other

potentially harmful behaviours

Result in non-confrontational behaviours, such as Leaving a service encounter Engaging in negative word of mouth Making complaints to third parties

Conclusion
Customer

provides multiple opportunities to set things right Serious implementation issues with the firms Employees and firms must ask themselves
Am I doing/saying anything that will be perceived by the consumer as violating their human needs Would I like an employee to do that if I were that customer

Q&A