Aug 1 • ClarkMorgan Insights, Jeff Lunz Insights, Sales and Negotiations Insights, Trainer Insights • 3488 Views • No Comments on Customer Complaints are Hidden Opportunities – Jeff Lunz
TODAY IN CHINA GOOD CUSTOMER SERVICE, and the ability to solve customer complaints, is the defining quality in the retail and hospitality industries. However, for many a complaint is ignored as an opportunity to build goodwill and loyalty.
Jeff Lunz, Managing Director of ClarkMorgan Corporate Training, highlights the differences between two coffee chains in Beijing, and how poor customer service was used as an opportunity by one, but ignored by the other.
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Jeff Lunz has over ten years of international management experience. He has worked in the hospitality, consulting, energy and services industries. He currently serves as Managing Director for ClarkMorgan, an international HR consulting and training firm that specialises in helping multinational organisations develop their human resources. Here he manages a team of five nationalities across China and Australia. His responsibilities range from finance to operations, and from talent development to business development.
Prior to joining ClarkMorgan, Jeff served as Chief Operating Officer for Powerhouse Gyms. In this role he oversaw the processes and procedures for over thirty gyms located across China. His role focused primarily on brand and operational standardization in order to help the further growth of the brand. Jeff considers himself to be a practical and results oriented professional who enjoys the speed and energy of developing markets.
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