In the first part of his series of The Customer is always Right, Dan Pratt, founder of DAP Consultancy talked about different types of customers, their behaviour, and ways of successfully diffusing difficult situations.

In this episode Dan says that receiving a complaint should often be looked at as a positive business opportunity – and at relatively low-cost.

He also talks about goodwill gestures which can often work wonders - and how to practically deal with negative on-line reviews which are often unjustified.

LINKS

DAP Consultancy

EPISODE NOTES: The Importance of Creating Goodwill amongst Customers

LISTEN TO PART 1 of The Customer is Always Right?

ROUND TABLE PANEL with Dan Pratt. Interested? EMAIL Chris for details