# Intensive care unit

- Canonical URL: https://www.gerhardmerk.de/intensive-care-unit
- Post ID: 588172
- Modified: 2023-07-25T21:02:48+00:00
- Language: en

## Definition

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. Attention: The financial encyclopedia is protected by copyright and may only be used for private purposes without express consent! 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/

## Machine-readable

- Generator: Merk Knowledge 1.1.1