2. How can organizations become more open to feedback? What kinds of employee training would help? What would you tell your employees about feedback importance if you were the boss?
Organizations can become more open by simply listening to what the customers are saying. Actually paying attention to the complaints and keeping track of what complaints are being made. I can give the example of a Sprint customer service questionnaire for online chat. The questions are very specific, such as “Was the customer representative able to resolve your issue effectively?” (or something to that effect). These questionnaires are targeting customer service specifically. The results of these questionnaires are effective employee training tools. From these results the trainings can be tailored on how to effectively handle certain customers or complaints. Being the boss, it is my job to communicate to the employees the importance of customer service and satisfaction and to learn from both the negative and positive feedback received in order to better ourselves as customer service providers.

2. What are the three important steps needed to recover the potentially lost customer?
I would think that empathizing with the customer instead of invalidating his/her concerns would make a tremendous difference in the customers’ tone and feeling about the situation that may have caused him/her to not use your business anymore. After listening and validating the customer’s complaint, it is important to offer a solution (or solutions) to resolve the situation. Making the effort to resolve the situation and offering an alternative gesture to alleviate the situation. For example, once my husband brought home food from the drive thru In & Out Hamburgers. When he arrived home, his order was wrong. He called to “complain” that he had received the wrong order. They offered an apology and offered