Regardless of the business you have customers and some of them are unhappy. Coping with these customers is an inevitable part of everyday business life and how you deal with them is a predictor of success. 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 always mean the customer is right; however, dealing with customer complaints presents a “moment of truth” in which frontline employees have one chance to provide a lasting impression that your organization really cares about treating them fairly and with respect. The outcome determines your customer’s perception that’s either a positive or negative experience which will ultimately impact your organization’s future business climate.