3.06 Summary (B)

Dealing with customer complaints appropriately is beneficial—it can increase customer goodwill, increase sales, increase employee confidence, and help gather more accurate product and marketing information. A policy is a general rule that employees follow. A procedure is a step-by-step process for performing a specific task. A good general procedure for handling customer complaints includes listening, thanking the customer for bringing the problem to your attention, restating the complaint, investigating the problem, explaining company policy, and taking action.