Comments on: Thank You For Your Complaint

By: Kevin W. Grossman

Kevin W. Grossman — Thu, 06 May 2010 13:05:48 +0000

One of the true differentiators in the 21st century is crazy great customer service — inside and out. Good isn’t good enough and sadly many businesses aren’t even making the good grade anymore.

By: Alicia Arenas

Alicia Arenas — Thu, 06 May 2010 12:51:27 +0000

Karla, you’ve pointed out what most companies fail to realize. It begins with hiring the right people for the right jobs, creating an internal culture of value and respect for the employees which (hopefully) turns into value and respect for customers which leads to increased sales and then increased profitability. The debate is around which of these points is most important for companies to devote their resources. Thanks for your comment and welcome to the Sanera blog family!

By: Karla Porter

Karla Porter — Thu, 06 May 2010 12:13:28 +0000

Good customer service training teaches just that, a complaint is a gift. I personally teach “customer service is everyone’s business”. That includes internal customer service, and if more companies adopted the philosophy we would have less employee dissatisfaction! That in turn has the added benefit of happier customers too =)

By: Alicia Arenas

Alicia Arenas — Thu, 06 May 2010 11:07:53 +0000

Yes, these days we never know who has a blog. I was asked yesterday why I published the name of the company. If the Area Manager had followed through on his commitment to personally handle the situation, the store would have remained anonymous. Thank you for your comment and welcome to the Sanera blog family Elmer!

By: Elmer

Elmer — Wed, 05 May 2010 13:11:03 +0000

And … you never know who’s going to blog about their bad (or good) experience about their complaint and how it’s handled. Handling complaints well is just good business.