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Why Do Customers Complain?

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Although the main reason for complaints is dissatisfaction, customers complain about a variety of other reasons too. Some customers complain because they believe:

  • they have the right to;
  • they will and should be compensated for the service failure;
  • they can gain something positive;
  • that fair treatment and good service is owed to them; and/or
  • that in complaining, they will spare others the same failures.