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dear sir...

Here are some resources that we hope will help your organisation to improve your handling and management of customer feedback.

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  • Publications
    • Resolving customer complaints across social media and traditional channels
    • Supporting the resolution and analysis of customer complaints
    • Using root cause analysis to drive business improvements
  • Articles
    • Your most unhappy customers are your greatest source of learning (external site)
    • The complaining customer is a loyal customer (external site)
    • The art of complaining
    • Managing corporate complaints (external site)
    • Identifying customer dissatisfaction and improving satisfaction
    • Customer complaints can be great or bad for business (external site)
    • Complaint handling costs in the public sector
    • Business to Business (B2B) complaints
  • Toolkits
    • Written responses toolkit
    • Investigating complaints toolkit
    • Handling customer feedback toolkit
  • Other resources
    • Complaint management system requirements
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  • Do the job carefully... first time
  • Know what you can... and can't do
  • Know your job
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  • What is plain language
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  • Concentrate on the positive
  • Think about...
  • Make your responses clear
  • Choose your words carefully
  • Review what you have written
  • Follow a style