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Treat customer complaints as an opportunity, not a problem

Treat customer complaints as an opportunity, not a problemAs well as exposing specific problems that need to be fixed, customer complaints are a great opportunity to learn and improve. They should not be buried away and forgotten, but analysed. Its also good to share both positive and negative feedback with everyone in the organisation. If a staff member is mentioned by name, pass this on for praise but dont publish it in the case of criticism. This reminds everyone how important it is to keep customers happy and provides a well-earned pat on the back when things go well.

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Created On  29 May 2012 10:36  -  Permalink


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