Handling Customer Complaints:
Lessons from Small Claims Court
By Wanda Thompson, 9/7/17
Imagine a customer so frustrated with your business that he or she will gladly spend time and money to "see you in court." It is not a high-dollar lawsuit. It is small-claims court, where often, parties think nothing of spending thousands of dollars in time and effort to receive a few hundred dollars.
Since I have been working as a small-claims mediator, most of the business owners that I have met were surprised that being sued in small-claims court could have happened to them. The usual explanation was being unlucky enough to have this difficult customer choose their business. What surprised me was that the customers had a similar experience. Their explanation was being unlucky enough to have decided on patronizing this difficult business.
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