One of the components of a good Customer Focus Strategy is to make it easy for customers to complain.
"What?" I can hear many of you saying. "Make it easier for customers to complain, so that we are actually likely and happy to get more complaints?"
YES!
That's exactly what your mindset should be --- not just to get more complaints, but to be very open, customer complaints are great opportunities to learn, and opportunities for your entire organisation to improve.
After all, if you don't hear about the problems your customers are having with your products, services, or staff, then how would you know to improve them?
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