What Is Your Attitude Toward Customer Complaints? - Just picture...
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Just picture, our survival in business hinges upon our ability to retain satisfied repeat customers. Our employees should be on board with this attitude and it must permeate every aspect of the business.
Our prevailing attitude toward customer complaints must not be one of, what is it now? But rather an attitude of welcoming customer complaints and using the customer complaints as an opportunity for improvement.
Just to recount a personal experience of mine. I had the occasion to question the amount of a bill for a service that I used for my home. The young lady who answered the phone was outright rude and obnoxious. I asked her to put me through to the General Manager of the Company. I was left aghast at her response.
She told me no! Twice! Can you imagine that!
I donít wish to go into any more details, but that was far and away my absolute worse encounter with bad employee attitude. Wait! The worst time could have been when I was challenged to a fight by an employee. Itís a toss up.
Obviously, we have some work to do. Customers must be seen as top priority. Anything less is unacceptable.
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