If not defined otherwise, this refers to the working group in an institution – usually directly attached to the Board of Management in organizational terms – which looks after very angry customers (dead angry customers). Employees specially trained for this purpose try to: – prevent the customer from leaving, thereby – avert image-damaging (image-ruining, compromising) consequences for the institution, but also – uncover weaknesses in the institution itself that have triggered the customer’s anger. – If, due to organizational regulations (intra-organizational guidelines), all account terminations have to be reported to the intensive care unit, the members of the board of management, who are far removed from operating day-to-day business, thus obtain a quick overview of deficiencies in their own area and also – insofar as the distant customers reveal reasons by way of conversation – of the strengths of the competition. – See churn rate, call center, downsizing, customer loyalty, customer caregiver, post-business, outsourcing risks, scoring, service line, trust.
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University Professor Dr. Gerhard Merk, Dipl.rer.pol., Dipl.rer.oec.
Professor Dr. Eckehard Krah, Dipl.rer.pol.
E-mail address: info@ekrah.com
https://de.wikipedia.org/wiki/Gerhard_Ernst_Merk
https://www.jung-stilling-gesellschaft.de/merk/
https://www.gerhardmerk.de/