Handling Customers Complaints

Although customer complaints are commonly dreaded, the feedback  from the customer can actually give the services organization an  opportunity to improve its quality of services and build customer  loyalty. The manner in which a complaint is handled, however, will  determine whether or not such a positive outcome is achieved.  Discuss  what customers want once a complaint has been made, and the steps the  services organization can take to ensure a positive outcome. Illustrate  your comments with a specific example of a complaint that you have made  or received (or seen made or received) and how it was handled. Did it  have a positive outcome?

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