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Building loyalty

Resolving complaints boosts customers’ satisfaction

VP Jim Nemec
Consumer and Industry Affairs VP Jim Nemec’s latest “Point of View” video was released this week.

Employees should strive to resolve customers’ complaints to their satisfaction, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.“The customer’s experience is not only about how we treat customers when things go right. It’s also about how we treat customers when our service fails to meet their expectations,” Nemec says.In a new survey, employees say they resolve customers’ complaints in most cases. However, some consumers report being unsatisfied with the resolution.

“There’s definitely room for improvement,” Nemec says.

To close the gap, employees should ask customers whether their complaints have been resolved, says Consumer Advocate John Budzynski, who also appears in the video.

“Only then will we know their issue is finally resolved,” Budzynski says.

The Postal Service offers online guidelines for handling complaints.

Says Nemec: “When customers feel that they’re properly treated, they will remain loyal to our brand — and a loyal customer is a forever customer.”

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