Question Details	Asked By	Asked On
customer service	CeeBee	09/22/03
I was just reading your profile and noticed this: "When a customer complains and I don't listen, then common sense tells me that the customer will soon be talking to my competitor or complaining to their neighbor or coworker. I would rather that they continue to complain to me than to express their complaints to others." I understand about complainers going to competitors or complaining to others, but wouldn't it be better for the customer, the company, and especially the employee to find a way/ways to resolve the complaint rather than continue to hear complaints?
Answered By		Answered On
wvseagull		09/23/03
CeeBee, the entire idea of having customers complain to me is that when they do so, the merchant has the opportunity to do something about the complaint. Every complaint is an opportunity. How the merchant deals with it reflects on his ability as a businessman. When the customer just goes off in a huff, that is lost business, bad goodwill, and bad business. Everyone who is mad at a business will tell at least ten other people how they were mistreated. That is worse business. Regards, Dan

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