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10 cards from this deck
Customer dissatisfied with service/product quality
Verbal (spoken) and written (text form)
Poor service, delays, expectations not met
Businesses respond faster than written ones
Customer writes in rational, organised manner
Structured approach to receive & resolve complaints
Identify strengths/weaknesses, improve quality
Thank, apologise, explain actions, offer compensation
Listen, ask, apologise, solve, compensate, thank
Learn from it, don't take personally, think before responding
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