Consumer complaints: How to keep your cool

McCann, Deiric
March 2000
Cabinet Maker;03/10/2000, Issue 5178, p8
Trade Publication
Presents guidelines to turn consumer complaints into more positive experiences for both the customer and the company. Addressing a perceived shortcoming; Listening to the customer; Clarification of the problem; Understanding the complaint to determine if it is the company's fault or not.


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