Don’t Throw Away The Gift A Complaining Customer Provides

2 thoughts on “Don’t Throw Away The Gift A Complaining Customer Provides”

  1. Another great article Ms. Dean, I can think of at least one local bank that can benefit greatly from this teaching!
    But to expound just a bit… I think that management at all levels should spend more time analyzing customer complaints, I have found that on too many occasions customers’ complaints are born out of the actual procedures of the institution. Reviewing procedures with a view to adjusting them, of course within reason, to improve the customer experience is important.
    It is easy for a good customer service representative to not show empathy when faced with the same complaint continuously because a longstanding policy that is no longer relevant due to the changing business environment.


  2. Great article, Ms. Dean. Another way to first notice that what appears to be negative is actually a positive message. Additionally, we learn more from our failures than we do our successes. So, keep up the good work, and we will continue to follow and admire your work.



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