Customer complaints

As a small business, it's up to you to initiate good communication. You can't rely on your customers to tell you what they think, or supply feedback.

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The complaint value chain

Darren Young explains how dealing successfully with customer complaints requires your business to focus on six aspects of complaint handling.

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BSI customer satisfaction standards

BSI British Standards have published two standards to help organisations improve customer satisfaction. This article explains what they cover.

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Types of complaining customers

When customers are dissatisfied with the service you are providing they will be one of four kinds of complainers. So how do you tailor your response?