Complaints are brilliant. This chapter gives five great reasons why complaints should be loved not loathed.
You should love complaints as they provide an opportunity to save the day, learn from mistakes and become better…but only if you know how.
Reason 1 – Now you know
Ignorance isn’t bliss when it comes to customer dissatisfaction. Ignoring an issue doesn’t make it go away – it makes it fester and grow, until eventually you feel out of control.
Knowing about a service issue is the first stage to fixing it. Yes it makes you feel slightly sick, especially if you’re responsible. Yes you’ll wish you hadn’t heard it – especially if you care ...
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