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Business brand And reputation (Complaints (HEARD (Resolve, Diagnose,…
Business brand
And reputation
Brand promise
Customers will...
Share values
Trust in products/services
Believe in organisation
Communicated by...
Employees
Website
Social media
Branding
Statements
Vision-what a company
Aspires to achieve
Mission-decleration what is
Important
Customer influences
Peer pressure
Friends/family
Good things heard
Trendy?
Previous experience
Price
Quality
Customer service
Reputation
Complaints
Keep calm
Acknowledge complaint
Don't dismiss them
Don't make promises
Follow company procedure
Explain what happens next
HEARD
Resolve
Diagnose
Apologise
Empathise
Hear
External factors/PESTLE
Enviromental
Legal
Technological
Socialogical
Economical
Political