Dealing with customer complaints in a digital world

Dealing with customer complaints in a digital world

“Hug Your Haters” author Jay Baer offers tips for handling complaints from restaurant patrons

Restaurants can no longer wait days or weeks to answer customer complaints, but must react within hours, author Jay Baer says.
 
About 74 percent of people who complain about a restaurant or food product expect a response, and 38.5 percent of those want a response within 24 hours, said Baer, author of several books on customer service, and most recently “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” published in March.
 
“People who complain in s

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