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FACT For every customer who bothers to complain, 26 other customers remain silent. The Takeaway Customer feedback is gold! Come up with internal processes to track complaints and go about fixing them. Also, do everything in your power to make it really easy for customers to give feedback and tell you about problems they are having. It takes time to sift through feedback, but the value added to your business is worth it! Source: White House Office of Consumer AffairsCHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 11 HelpScout.net

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