Deal with Customer Complaints Head-On

Steve Babitsky and James J. Mangraviti

Chapter Chapter 8 in The Street Smart MBA, 2013, pp 167-180 from Springer

Abstract: Abstract Interacting with your customers in an optimal manner is a critical component of business success. A satisfied customer who will talk you up to his or her friends and consider buying from you in the future can be one of your most valuable assets. On the other hand, a customer who is angry with you can easily scare away business—especially with tools such as the Internet and social media at his or her disposal. For these reasons, this chapter details several techniques for dealing with problem customers and complaints. We also provide our easily replicable suggestions for how to best interact with customers and exceed their customer service expectations.

Keywords: Mailing List; Executive Summary; Expert Witness; Customer Complaint; Great Brand (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-1-4302-4768-5_8

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DOI: 10.1007/978-1-4302-4768-5_8

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