If a customer is very Ответ , they might tell a few of their friends. If a customer feels angry, they will probably tell Ответ , people about it. Companies spend a lot of time trying to get new customers, but they also need to put effort into keeping their existing ones. Being polite and Ответ , is a good first step towards forming this relationship. It’s important for staff to be friendly with customers, but over-friendliness can be annoying. For example, not everyone Ответ , to be addressed by his or her first name immediately. Some people prefer to be addressed by their surname. Clarity and Ответ , are also important in building trust between the company and the customer. Staff should never make unrealistic claims or promises about a product, service or delivery time. Companies need to listen Ответ , to their customers. When phoning a customer service helpline, callers don’t want to be put on Ответ , for a long time or only to hear an automated voice. They need the option to speak to someone who is Ответ , and who can also to take action to sort out the problem. If a customer writes or phones to Ответ , they need to feel that someone has listened to and dealt Ответ , it properly. In fact, complaints can be seen by companies in a positive way, providing the company with Ответ , valuable information about their product and the competition.