[Jean Moncrieff] It's been an interesting year for South Africans so far. Between political uncertainty, unstable power supply, rising inflation, traffic congestion and a perception that crime is out of control, many of us are feeling gloomy, panicked and ready to pack up and go.
[Jean Moncrieff] Customer complaints can be good for your business. Here’s how: A customer who takes the time and trouble to complain to you, instead of simply withdrawing her business and complaining to all her friends, is offering you a rare opportunity.
[Jean Moncrieff] South Africans are often encouraged to complain about poor service rather meekly accept it – but how seriously are our complaints taken once we make them? How many companies actually have formal processes for handling complaints? Experience suggests they are few; and yet, the way a complaint is handled can make all the difference to whether an organisation keeps or loses a customer.