| Overview: Few of us like to receive complaints from customers. We much prefer to receive compliments. But compliments, pleasant as they may be, are likely only to confirm the status quo. They actually encourage us to rest on our laurels and become complacent. Complaints, on the other hand, give us chance to find out where we can do better. If we take them the right way, they can actually help us to improve what we do and, at the same time, score a customer care goal. |
