Customer Complaints are Hidden Opportunities – Jeff Lunz

Published on 2012-08-01

TODAY IN CHINA GOOD CUSTOMER SERVICE, and the ability to solve customer complaints, is the defining quality in the retail and hospitality industries. However, for many a complaint is ignored as an opportunity to build goodwill and loyalty.
Jeff Lunz, Managing Director of ClarkMorgan Corporate Training, highlights the differences between two coffee chains in Beijing, and how poor customer service was used as an opportunity by one, but ignored by the other.