Ensure Customer Satisfaction by responding to complaints like you would an emergency.
By Craig Cochran
It's odd to think of complaints as customer satisfaction tools. After all, they indicate the polar opposite of customer satisfaction, don't they? But that's exactly the point: An effective complaint system is your customer satisfaction warning signal. Imagine a big red light mounted on the wall of your conference room. When a customer complains, the light blinks a glaring shade of crimson as a deafening buzzer blares. This is how your complaint system should function.
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Regards,
Simon