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“That’s not what I wanted!” - Managing complaints



Think about a time when you received or bought something that didn’t live up to your expectations. Perhaps it didn’t taste nice, didn’t fit properly or wasn’t as described.


How did you feel? It’s likely that you felt frustrated, disappointed, annoyed, or unhappy.


What did you do with these feelings? Did you complain? If you did, how was your complaint handled? Good, bad? If it was a good experience - what made it good? How likely are you to go back there or order again and why? If it was bad, what made it bad and how did you feel at the end of it? Are you likely to repeat the experience? Our experiences of being a consumer can help us to think about how we manage and deal with complaints within our own business. With over 20 years working in the personal development field, Catherine Jane Kirk shares her knowledge and expertise on the art of managing customer complaints.


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