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24 November 2017

How to ACE customer loyalty after a complaint

When things go wrong, what marks out a world class organisation from the rest of the crowd is what they do about it. Customers know that not everything goes right all the time. Sometimes, they’re left disappointed by a service failure.

What matters, is what you do next – because how you handle the situation makes the difference between customer disappointment and negative word of mouth, or improved loyalty, satisfaction and advocacy.

Let’s look at my recent experience of hiring a rental car from New Zealand based Ace car rentals for a case study in customer service and complaints good practice.