Defusing Angry Customers? By Bob Harris www.attritionbusters.com ©2008 In every service industry a satisfied customer is eight times more likely to switch to a competitor than is a delighted customer. Keeping in mind the amount of money you invest in generating new sales, together with how many new customers you must sell each month to keep up with those you lose, some business people are beginning to realize they must make a meaningful deliberate effort to help train people to better handle customers who are angry or upset. Unless you have a deliberate strategy for nurturing customer relationships, it’s definitely not going to just happen by itself. The list of things that infuriate client’s many of our employees never think about,

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