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Best practice is to listen in good faith, to the customers complaint. Show that you are genuinely concerned about their welfare and attempt to satisfy the customer. It's called exhibiting social responsibility, and it just makes good business sense. If you cannot achieve immediate resolution, then explain to the customer why, give them options, and follow-up with them. Positive word of mouth is critical to an institutions stability and survivability. A good company reputation in invaluable and sometimes it means going the extra mile to serve a customer. It's about customer retention. Long-term survivability, depends on keeping your customers coming back. A company should always work toward customer loyalty. This does not mean that the customer is always right, but best practice is to consider "the customers always right," even if they are not.

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16y ago

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