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Even in knucklehead comments there are ‘knuggets’ of wisdom to be gained.  The pattern of customer feedback uncovers indications of poor products, dissatisfaction with service in general  or with an individual call center agent’s performance and some, well,  just give insight as to how humans can react when they become an “Angry Customer.”

“You guys are so bad, I am so fed up on how long this has gone on.  I am going to tweet and find every website possible to tell my story.”

“You reps are the least informed, ill-equipped, and most ignorant people I’ve ever run into.  This bank is the perfect advertisement to bank with any other bank.”

Angry Customers Call – On the Verge of a Social Media WarThe service s*cks.  The fees s*ck. I’ll be calling every day with the spare time I have to make back my service fees.  I’ll also be putting a series of $1 deposits into the ATMs to use up the materials and space within the machine.  That’ll probably interfere with the customers that will be waiting in line behind me as I make the deposits.”

“This guy is an unintelligent, arrogant employee who does not have a clue as to what a good customer is worth, or how to keep one. I would describe him as the village idiot.”

“I don’t think it’ll work with this bank.  You people are insensitive, and don’t work with customers.  This deal just chaps my rectum.”

These comments were captured using post-call surveys in call centers with the EQM program.

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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