Claire writes: “The other day I got some great customer service from someone and when we had finished on the phone, I asked to be put through to their manager.  After a long period of canned music, the phone was answered with a silence in which I heard: What on EARTH are you going to complain about?

‘Please can I give you some positive feedback on your colleague?’ was followed by another silence and then a great conversation.

Too often we forget to give positive feedback as willingly as we complain.

Think about it next time you get some great customer service…”

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