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Customers Complain Because They Are Loyal – Morry Morgan

Jan 29 • ClarkMorgan Insights, Morry Morgan Insights, Sales and Negotiations Insights, Trainer Insights • 5360 Views • 4 Comments on Customers Complain Because They Are Loyal – Morry Morgan

CUSTOMERS COMPLAIN BECAUSE THEY ARE LOYAL. So says Morry Morgan, co-founder of ClarkMorgan and author of ‘Selling Big to China‘. Those customers, says Morgan, who don’t complain are now using your competitors. It is for this reason that instead of saying “sorry” upon hearing a complaint, that service staff should be saying “thank you” – “Thank you for helping us improve”, “Thank you for being so supportive”, and “Thank you for building a better company”.

Morry Morgan is a Sales and Negotiation skills trainer, and has worked with large multinational as well as medium sized companies across Asia-Pacific. He speaks regularly at APAC conferences and has been based in China since 2001.


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4 Responses to Customers Complain Because They Are Loyal – Morry Morgan

  1. Leo says:

    You see customer service in a completely different light. It is very refreshing!! I will be sharing.

  2. Brecket T. says:

    Lovely way of thinking about what is normally a frustrating and painful experience.

  3. Andre Cvijovic says:

    It is very hard to say ‘Thank You’ when a customer is shouting at you, but I understand the theory behind this reaction. What do you do when they are pointing their finger into your chest though?

  4. Harry says:

    If a customer sticks their finger in your chest, they aren’t a customer. They’re a thug. Call security. You don’t want ‘tu hao’ damaging your brand.

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