We’re Not Going to Take It

Sep 10, 2003
George Anderson

By George Anderson

Consumers are mad as hell and they’re not going to take it anymore.

Marc Grainer, chairman of CCMC, a firm that has conducted polls on “the frequency with which people lose their cool” with customer care in a number of industries told the Washington
, “Consumers today are more angry and hostile than they ever have been.”

“One out of every four people calling a call center or visiting a store cursed!” added CCMC president Scott Broetzmann.

Moderator’s Comment: Are consumers angrier today than they have been in the past? How should retailers deal with
consumer rage?

If consumers are angrier, it’s because customer service is getting worse instead of better.

A recent experience with an ISP over billing had us pretty heated after several hours on the phone with company representatives that ranged from dismissive
to understanding but unable to do anything because of company policy.
Anderson – Moderator

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