Every company makes mistakes.
No matter how great it is.
To mantain reputation or to be even better, it is a must that EXCEPTIONAL EXTRAORDINARY efforts are rendered whilst handling complaints from an upset customer.
It should be quick, decisive and action oriented. Flexibility can be exercised.
Only then will it encourage loyalty, appreciation and “promotion through word of mouth” by a contented customer.
Stronger relationships and customer retention are made in times of challenges and difficulties ; rather than in good times. Simply because, every grateful customer remembers a PROBLEM and how it is being resolved.