13. TARP Worldwide (premier customer research firm in the U.S.) that a complaining customer who is satisfied, becomes 8% more loyal than if they had no problem at all*4. The Issue Is Not the Issue * http://www.tarp.com/home.html
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15. They are like an erupting volcano, and cannot be stopped
16. Avoid saying “calm down” or “relax” or “take it easy”, which may provoke them further5. Ventilation Is Crucial