. . . the customer.
They are not always right. The company isn’t always right. There’s a balance.
You have a hot-headed customer come into your operation. Sometimes they just need to be heard. Other times, they have a legitimate complaint that needs your immediate and full response.
Could it be that their expectations are higher than their experience?
Do your customers know what your policy is regarding complaints? Returns? Refunds? Clear communication with your customer is key to building repeat and referral business.Tweet