How to Handle Customer Complaints

The LAST technique for handling customer complaints has been around for some time and you can Google it to find several versions.

I have had great success with what I call the LAST-C process.
Bottom Line: not only will you decrease customer complaints, you will gain more business as a result of using this process.

Acronym defined:

L- Listen

A-Apologize

S-Suggest a Solution

T- Thank

C- Communicate

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