Page 86 - Delivering Authentic Customer Experiences
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Principle 6 Delivering Authentic Customer Experiences
• it helps you improve
• it gives you an opportunity to impress by creating a WOW
from an OW!
• if resolved, your client is more likely to remain loyal
• if handled well, your client will be more likely to refer
others
If you still need convincing, research by the Institute of Customer
Service indicates that:
Effective complaint handling is one of the key
differentiators between the highest performing
organisations and the rest and is important to customers
across all sectors.
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