1 post tagged “complaints”
My local paper runs a weekend book review feature in the business section called Saturday Reader. The books that are typically discussed relate to best practices in business, an interest area of mine.
In August, this review was offered about two books, each of which dealt with a similar theme: how does a business person deal with dissatisfied customers?
The books reviewed included Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 and A Complaint Is a Gift.
Everyone has been on both sides of this issue: either being complained to, or having a complaint. If your experience is like mine, the titles of these books say much that needs to be said.
One issue that the review doesn't touch on is the challenge of "getting" at the discontented customers. How do you hear from them before their issue snowballs into a crisis?
I liked this phrase in the review especially: "...the passion evinced by unhappiness can be an entry point for further dialogue."
