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When hate is unleashed in customer service

If technology doesn’t work as it should, it’s annoying. Frustration builds up. It is often vented on the customer service hotline or in help forums on the Internet. At Deutsche Telekom, too, customer service representatives are personally attacked, insulted and threatened. In this Digital Crime episode we explore the question of how and why customers become haters. Customers also turn to “Telekom hilft”, Telekom’s¬† social media ¬†customer service, with their concerns about Telekom products…

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