Editorial: Angry customers = a drop in profits

Every now and then a customer loses their cool. The frustration with a bad product or service gets too much. The question for people who run businesses is how to win that person's custom back. Yet, it seems that most businesses do not respond adequately. They might give the unhappy customer a refund or a replacement product, but will that customer return? This question is fundamental to business success. The knock-on effect hits profits hard. To help your organisation grapple with this problem, Horacio Falcao provides a guide to winning back the angry customer.

by Morice Mendoza, World Business editor
Last Updated: 23 Jul 2013

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