Managing Complaints to Avoid a Crisis

How good or bad are your standard letters? What is your ‘non-verbal language’ telling people through the telephone? How good are you face-to-face with customers? How do you deal with repeat complainers and possible fraudsters? How do you manage the ‘compensation culture’? Do you deal with complaints in the best possible way? How do other companies do it? When did you last review your ‘standards letters’?