Did you know that your organisation can delight your customers through the way that it deals with their complaints?
Tack TMI Malaysia, 7th November 2019
Research quoted in the excellent book, The Power of Moments by Chip and Dan Heath, indicates that key moments of opportunity to delight customers are created when they complain.
This is an untapped opportunity for most organisation; the way that companies deal with complaints is an under-recognised service differentiator and loyalty builder.
The key is to effective complaints handling is to welcome complaints as gifts of feedback. And, with that thinking, the aim is to move the relationship from adversary to partnering with the unhappy customer to come to a solution.
For the full article, read more.