3.06 Summary (A) -2

Complaints are expressions of dissatisfaction. Every business receives complaints from its customers at one time or another. The reasons for the complaints may be clear or hidden. It’s important, however, for businesses and employees to handle customer complaints properly because they can be very costly. Customer complaints can cost employees their income and can also cause the business to lose sales, profit, time, and reputation. Customer complaints may be related to product, personnel, or the business itself.