That's brilliant article! I'm so pleased to get these steps. Sometimes I get angry customers then I feel like what should I do. It's a great guide to those who are dealing with lack of customer satisfaction.
Many business people seem to be afraid of using social media, afraid of the power of a compaint about their business going viral, afraid of not being in control over what is said. However, even if a complaint is made about your business, you are much better off knowing about it. Not only will you find out where the ‘cracks’ in your business are and you can then do something about them but you can respond. An angry customer who receives an apology or an assurance that their complaint will be resolved or investigated will calm down quite quickly.