CHAPTER SIX
Complaints Passed by Word of Mouth
Businesses and CSRs fail to hear complaints for several reasons. If you know anything about how few people complain when they have issues, then you know that the percentages of people who complain have little to do with the problems they face. Unfortunately, some business leaders think it’s good to set targets to reduce the number of complaints they receive. We presented this idea in the second complaint-handling myth in the introduction. The manager’s thinking goes something like this: reducing the number of complaints we receive means customers are facing fewer problems. But that’s not quite true. ...
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