Customer Service Journal Remedy Sales 
Selling Essentials RapidLearning Center
JULY 25, 2023
Is it fun to encounter a customer who’s spitting mad about something you sold them, a late delivery, or an after-sales service failure? The implication of this state of mind is that these customers haven’t given up on you. Journal of Retailing 80(3):229-37. The post Angry customer? Or defensive.
Sales and Marketing Management
JUNE 10, 2019
The Service Recovery Paradox has been well documented in consumer settings, but only recently validated for the B2B environment. Often, people in B2B environments argue that emotional content only works in B2C and that just the facts matter in conversations with B2B customers. The one clear and consistent winner was test Condition No.3.
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