Conventional wisdom suggests that 91% of people don't complain. They prefer to obtain their revenge by not buying from a company that has provided an inferior product or service. They simply go quietly into the night, never to be heard from again. They have a passive power and they know it.

Respond in depth to each of the questions below:

1. As a CRM representative how do you convey the value of customer complaints to your organization? Some firms believe that complaints reflect negatively on the employee, the manager or the company and therefore may discourage staff from recording or being open to complaints?
2. How might complaints actually strengthen the relationship between the customer and the organization?
3. Share a personal experience that you have had regarding a complaint. Was it positive or negative? How would you have handled it differently if you were the customer service representative?