James M. Personius Article Archive

James M. Personius has contributed one article published on the iGaming News site.

Managing Complaints (12 June 2000)
For many businesses and managers, handling customer complaints is a tiresome hassle. Dealing with unpleasant and angry customers is certainly no fun; it can also take a toll on your people.

There are many tried-and-true methods of defusing customer situations, and each company has its own service policies for empowering employees and addressing customer complaints. So, rather than discuss how to handle a complaint, this month I would like to discuss how to design and manage an effective complaint process.