Discussion

 Watch the “Unhappy Customer” video found in the LEARN section this week.  What is the most important element of this case study specific to customer relationship management?  Was the customer’s reaction justified in this example? Provide a rationale for your answer.

• Has either a positive or negative customer service experience impacted your purchasing behavior?  Provide a rationale for your answer.
• Search the Internet for an article that supports your position on customer service and post the link in your discussion, using APA or SWS formatting, for everyone to read.