That's Horrible!

2 Pages Posted: 22 Apr 2010

Date Written: April 21, 2010


When customers complain, our first instinct is to try to solve their problem. But customer complaints are multi-faceted, and solving the problem only rids the customer of the technical aspect of the issue. Customers who call in to complain are emotionally invested as well. In order to maintain strong customer relationships, we must focus first on the impact the problem has had on the client's emotions. Ignoring this impact can be detrimental to your relationship, even if the technical side of the problem can be solved quickly and painlessly. Acknowledge, recommit and plan for action (ARP) is a recipe for dealing with customer complaints in an efficient and effective manner, both technically and emotionally.

Suggested Citation

Dandrea, Ralph J., That's Horrible! (April 21, 2010). Available at SSRN: or

Ralph J. Dandrea (Contact Author)

ITX Corp. ( email )

1169 Pittsford-Victor Road
Suite 100
Pittsford, NY 14534
United States
585-899-4888 (Phone)
646-349-2651 (Fax)


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