The customer is always right – part 2

Following on from the previous post, my unhappy customer proceeded to make a formal complaint through my Trade Association. I recieved a copy of the customer complaint, and replied, making my several points, the Association then forwarded my reply, together with their comments, to the customer.

The customer has now withdrawn the complaint.

Sometimes, just sometimes, the customer is wrong – and the business is right.

It doesn’t mean that we have won – the customer is still leaving – but at least we know we have acted fairly.



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