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Unformatted text preview: ll numerous friends and
colleagues about the negative experience. A transaction that might be worth only a few dollars by itself could cost you many times that amount in lost business. In other words, every
mistake is an opportunity to improve a relationship.
Few people go to the trouble of requesting an adjustment unless they actually have a
problem, so most businesses start from the assumption that the customer is correct. From
there, your response to the complaint depends on both your company’s policies for resolving such issues and your assessment of whether the company, the customer, or some third
party is at fault. When Your Company Is at Fault Whenever you communicate about a mistake your
company has made, do so carefully. Before you respond, make sure you know your company’s policies in such cases, which might even dictate specific legal and financial steps to be
taken. For serious problems that go beyond routine errors, your company should have a
crisis management plan that outlines communication steps both inside and outside the organization (see Cha...
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This note was uploaded on 03/24/2013 for the course ECON 830 taught by Professor Shahlasultaova during the Fall '12 term at Khazar University.
- Fall '12