Angry, Irrational, and Empowered: Navigating Customer Service in the Internet Age

Even if a customer’s complaint is largely unfounded, you have to tread carefully because of the power and visibility of an angry online review. Take some lessons from the author’s personal story.

My strangest customer service story didn’t involve a customer at all. It was a customer’s neighbor. We’ll call him Mr. Neighbor.

Our customer and Mr. Neighbor live on a narrow road, practically an alleyway. A truck parked in front of Mr. Neighbor’s house blocked the road....

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