Identify ways in which companies facing customer complaints can recover customer goodwill.
Answer: Given the potential downside of having an unhappy customer, it is critical that marketers deal with negative experiences properly. Beyond that, the following procedures can help to recover customer goodwill.
1. Set up a 24/7 toll-free "hotline" to receive and act on customer complaints.
2. Contact the complaining customer as quickly as possible.
3. Accept responsibility for the customer's disappointment
4. Use customer-service people who are empathic.
5. Resolve the complaint swiftly and to the customer's satisfaction.
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Marketing
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