Final answer:
It is true that resolving complaints can lead to 90 percent of customers maintaining their business relationship, illustrated by the effective resolution of lining up issues at Gavi's Fast Food Restaurant. Good customer service also enhances internal relationships, like with a manager, likely leading to professional growth.
Step-by-step explanation:
According to the statement provided, it is true that at least 90 percent of complaining customers will continue the business relationship if their complaint is resolved, as per author Clay Carr in the book, Front-Line Customer Service. This concept is illustrated with an example of a practical customer complaint resolution at Gavi's Fast Food Restaurant, where the lunch-hour manager effectively handled customer complaints about confusing line-ups. By taking immediate action to implement floor markings for lining up, customer complaints were eliminated, and the efficiency of service was improved, thereby likely retaining the customer's business.
Exceptional customer service to internal customers, such as your manager, likewise fosters positive feedback and opportunities, increasing job satisfaction and potentially leading to career advancement. Professionalism and resourcefulness in customer service management contribute to the overall success and continuity of business relationships.