1. As a CRM representative how do you convey the value of customer complaints to your organization? Some firms believe that complaints reflect negatively on the employee, the manager or the company and therefore may discourage staff from recording or being open to complaints?
2. How might complaints actually strengthen the relationship between the customer and the organization?
3. Share a personal experience that you have had regarding a complaint. Was it positive or negative? How would you have handled it differently if you were the customer service representative?