The Complaint -

The focus moves to the customer’s anger

The thread contains both an acknowledgement of failed service and a characterization of the complainant.

In this entry: Tyler, Steve Long

What the record shows

  1. Steve writes that whatever he says seems to make Tyler more angry and asks what Tyler thinks his response should be.
  2. In the same exchange, Steve says customers should be respected, preconceived notions have no place at the company, and Tyler’s failed shopping experience was the company’s fault.
  3. The unresolved question is the requested acknowledgement and action concerning staff conduct. Describing the customer’s anger becomes part of the response to that continuing complaint.

Sources (2)

  • email: June 8-9: complaint escalation and Steve's response ()
  • email: July 1: anger characterization and acknowledgement ()