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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.