CHAPTER 4
The Treasure of Complaints as Gifts
The true treasure of complaints is that if handled well, customers often feel more positively toward an organization than if they didn’t encounter a problem in the first place. We also learn from our customers when they complain.
If these are the outcomes resulting from complaints, why wouldn’t we look for more customer feedback or complaints? Yet many companies seek to eliminate this treasure trove.
In this chapter, we will look at five reasons why complaints are gifts.
ACTIVITY19
How Your Emotions Affect Your Complaint Handling
We say complaints are gifts, but are they?
LTIO: Circle the negative ...
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