Power Report: Don’t let “Can I speak to a manager?” get lost in translation

by Megan Power. Suggesting that only Karens call for the manager focuses attention on the complainant, instead of the unjust policy or service failing.

Fair Exchange: Balancing brand vs consumer needs in managing complaints

by Erna George. How may companies find the balance between what’s good for the consumer and what’s good for the brand? Today I take a closer look at the “how to” of dealing with complaints.

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