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Chapter 20. Communicating with customers > Responding to customer complaints

Responding to customer complaints

Unfortunately, problems do occur in business. Products break or do not live up to expectations. Employees mistreat a customer. The manner in which these situations are handled can make or break a company. To effectively respond to customer complaints, you should follow these five steps:

  1. Obtain all pertinent information.

  2. Confirm the problem.

  3. Express empathy.

  4. Develop a solution.

  5. Follow up.


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