According to Michael Shrage in the Harvard Business Review “Paying close attention to customer complaints is a leadership “best practice.” Here’s a better practice: Pay even closer attention to people’s complaints about customers. Few things say more about organizational culture and character than how employees complain about the customers and clients they serve.”
Is it acceptable to have staff in your company treating your customers with contempt in the office even when they’re civil to their faces, or should customers which are that universally disliked be jettisoned as corrosive to the organisation as a whole?
In an interesting article Shrage asks ‘…what does healthy criticism and constructive efforts to rehabilitate difficult clients look like? How are you facilitating client critiques that don’t simply allow frustrations to vent but encourage proactive solutions to emerge?’ With an example of how one software company rose to the challenge of a really difficult client, you can read the article here.
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