Business Intelligence

Dealing With Customer Complaints

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Executive Summary

Small business owners understand necessity of attracting customers to their business. But keeping those customers happy and coming back means more than just offering good products and services at reasonable prices. It means properly dealing with inevitable complaints from customers who have a problem with the company's products or services, or with the way in which they were delivered. Knowing how to properly resolve customer complaints is crucial. According to a recent study, 91 percent of customers who have an unsatisfactory experience at a business while making an expensive purchase will not do business with that company again. And even when the item purchased was inexpensive. It's found that more than half of customers surveyed indicated that they would shop elsewhere after an unresolved complaint.

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