Some clients call it service recovery. Others call it dispute management. I call it managing the angry customer. I want to share a personal story as an illustration of how not to handle the angry customer.
It is easy to criticize the service we receive. After all, we certainly experience enough less-than-desirable service to make one biased toward the idea that all service is bad. I recently noticed three examples of companies trying to improve their service. In the case of at least one location for one company, service is better.