3. Our advice
3.1 Involve operational staff
When dealing with customer complaints, include staff to make them aware of customer issues and involve them in implementing improvement actions.
3.2 Admit the claimant's feelings
Allow the claimant to express his or her feelings: anger, discouragement, doubt, etc., in the face of the dysfunctions encountered and suffered. This involves changing your point of view, putting yourself in the customer's shoes and showing empathy.
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