None of us like complaints but they do happen but there are a lot of ways to stop complaints escalating.

In this podcast Andrew and Louise talk about the principles of handling complaints. But there’s another way to see complaints, you can call them ‘unprompted, positive feedback’. A complaint from a customer is a direct response from your customer telling you that there is a part of your business that can be improved. This is incredibly valuable. After all, people don't usually complain for no reason. If you can resolve a problem for one unhappy customer, you can make sure that that the same problem won't happen in future and so your business can only get better.

Listen to how Louise resolves actually problems they have encountered in business and hear Andrew's responses, often negative and quick off the mark but Louise always knows best.

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