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Always respond to complaints and inform customers of the steps being taken to correct the problems they encountered.
By placing more emphasis on the understanding of customer expectations, service problems should diminish. However, breakdowns will inevitably occur.
But the good news is that, during these breakdowns, almost 25 % of customers indicated they were actually satisfied because of the organization's response to their customer service problem.
Providing an expedient response will benefit your relationship with customers by confirming that you heard what they said.