Embracing customer complaints

Believe it or not, a customer who complains is a retailer’s best friend. It is those who don’t complain, but simply vote with their feet, who are your worst enemies, because you have lost them forever without even having the direct chance to win them back. So when you have the opportunity to deal with a dissatisfied customer, you have struck gold. What you don’t want to do is annoy the customer further.  They are already irritated, and you have one shot to make things good, failing wh

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