Customer complaints often stem from poor communication

Poor communication is often to blame when problems arise between businesses and their customers, writes BBB's Eleanor Katzele. "Even when the business can't do what the customer wants, just choosing to respond to their requests can often de-escalate the issue," she writes. Citing an article by John Heckers, she adds that you can improve your communication skills by listening carefully to other people and avoiding the use of jargon.

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Spokesman-Review (Spokane, Wash.) (free content), The

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