Handling Complaints

Your most important customers are those who complain

Some complaints are inevitable.  David Hart, of Newcastle Business School at Northumbria University, explains how your staff can turn them into satisfying and memorable encounters for your customers

Show customers you care and you are more likely to keep them

Practical ways to handle customer complaints.  Heather Atchison, of Red Lorry Yellow Lorry, explains the dos and don'ts