Complaints are bad, right? Well, they are because someone is not happy about something. However, complaints are gifts because a customer is giving us an opportunity to take corrective action. This book (and the related 62 page booklet) discuss the value of complaints, how different kinds of customers respond to how a complaint is (or isn't) resolved and how to create a positive team culture in regard to complaints. The books should be available from major booksellers as well as directly from TMI (see links).
Saturday, December 09, 2006
A Complaint is a Gift
Complaints are bad, right? Well, they are because someone is not happy about something. However, complaints are gifts because a customer is giving us an opportunity to take corrective action. This book (and the related 62 page booklet) discuss the value of complaints, how different kinds of customers respond to how a complaint is (or isn't) resolved and how to create a positive team culture in regard to complaints. The books should be available from major booksellers as well as directly from TMI (see links).
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