29 May 2012 10:36
As 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. It’s 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
don’t 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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