Sam Walton said, “There is only one boss—the customer. And he can fire everyone in the company—from the chairman on down—simply by spending his money somewhere else.”
Dealing with an unhappy customer doesn’t mean the customer is always right, but dealing with customer complaints presents frontline employees the chance to show your organization really cares about treating them with respect. The outcome determines your customer’s perception, which will impact, ultimately, your organization’s future business climate.