Act on customer complaints – turn your customers into raving fans!

National Customer Service Week - Tip #2 

Customer complaints should be seen as an opportunity to turn a bad customer experience into a positive outcome, leaving disgruntled customers with the feeling that everything has been put right whilst simultaneously helping to increase customer loyalty.

Everyone can relay a personal experience which reflects both ends of the spectrum: one where an organisation went that extra mile to resolve a complaint, versus an unhappy and unsatisfactory response which left you planning to defect to the competition.

Written by Keith Schorah on 05 October 2010 at 00:00


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