Page 19 - A Complaint is a Gift Excerpt
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Introduction 15
on complaints, but all the research points in the same direction: custom-
ers who are dissatisfi ed generally do not complain, and when they do,
their feedback is all too oft en poorly handled and inadequately managed.
If we are to treat complaints as gift s, we have to make major shift s in both
our behavior and our thinking. Th e good news is that opportunity exists
for almost all organizations to make dramatic improvements in how they
handle complaints.
