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Battling a Media Firestorm
Users were angry, the media hostile. Then the state attorneys started investigating. Read more
Dealing with Customer Complaints
Learning From the Customer
Bill Crutchfield has been perfecting customer service for 30 years, and he credits his customers with teaching him everything. Read more
Are Bossy Customers Undermining Your Business?
If you want to build scale in your business, beware of the overly-demanding client, warns entrepreneur John Warrillow. Read more
Monitor Your Image Online
Companies like Beachbody are using new reputation monitoring tools to scour the Internet for customer complaints. Read more
6 Tools for Monitoring Your Reputation
Services like Trackur, Viralheat, and Radian6 keep companies abreast of customer complaints. Read more
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Customer Feedback
The opinions of your customers can provide valuable information on how to improve business practices.
Recent Dealing with Customer Complaints Articles
5 Steps to Saying You're Sorry
It's a mistake to refuse an apology to angry customers. Here's how to get really good at saying 'I'm sorry.' Read more
Susan G. Komen: What to Do When a Good Cause Goes Bad
Cause marketing seems so simple... until it's not. How Susan G. Komen could have avoided a public relations disaster. Read more
Hey, Microsoft & Apple: Grow Up!
Outlook and the iPhone should work together seamlessly, but Apple and Microsoft refuse to stop squabbling. Read more
New Year's Advice: Don't Sell to Jerks
When you sell to people you truly can't stand, you make yourself less effective and hurt your sales growth. Read more
The Worst Thing to Give a Customer Service Rep: A Script
If you give a rep latitude to proactively problem solve, he'll work more efficiently, preserve customer satisfaction, and save you money. Here's why. Read more
Don't Let Your Customers Bully You
If you're a pushover, you'll completely lose a customer's respect. Follow these six steps to diffusing customer anger without caving in. Read more
Why I Love When Customers Complain
How an open-minded approach to negative feedback boosts earnings--and morale. Read more
Klout Score FAIL
I’ve been on Klout practically since it first started. Klout measures your online infl... Read more
Lessons From Blackberry on Making Peace with Your Customers
So, you messed up. You're not the only one. Here's what you can learn from Blackberry's service outage debacle and its strategy for easing customers' pain. Read more
How to Issue a Great Apology
So you messed up. Big. How do you explain your company's misstep to the public? Just say it: "I'm sorry." Read more
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