Trained hoplessness

Rick Rappe at The Customer Service Survey points to this article by John Goodman and Cindy Grimm in ICCM weekly: Beware of Trained Hopelessness. Essentially, they speculate that fewer and fewer customers now bother to complain… so the old saw about their being 10 problem-sufferers for every explicit complaint is optimistic.One of TARP’s behavioral psychologists […]