
Closing the loop with consistency:The 5 As
Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their customer feedback. It takes a certain kind of person to be able to sit and listen to a customer vent without going on the defensive and trying to justify one’s company’s actions. Some people responsible for closing the loop also have trouble figuring out how to start the conversation. Starting by saying “You gave me a 2 in the survey and my boss w