Probably the hardest job is convincing people employed in customer service roles that complaining customers are a good thing. It’s an accepted part of the job but the least enjoyable. Seeing complaints through a positive-coloured filter, where they are valuable and helpful to a business, really helps; positively satisfying a customer’s complaint makes them feel better too. If you have a strong process for encouraging complaints, dealing with them, ultimately reviewing and changing the business because of them, they suddenly become incredible opportunities and the most important moment of truth of all.
Silence, the deadly killer of your business ...
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