Codes of Practice

Studio and Project Best Practice - Customer Service and Dealing With Complaints

By Dr Tania Kopytko © DANZ 2015

This resource provides some advice on customer service, which is important for all dance businesses. Feedback from customers and students is a vital way of developing your dance business and ensuring it meets the needs of your students of all ages and backgrounds. Complaints can also be seen as an opportunity to learn and change. Having a policy on how to manage complaints effectively and with the least negative impact is also important for good business health and practice. Remember the marketing rule that negative experiences have 7 times more impact on people than positive experiences and people are more likely to tell others about negative experiences than positive experiences, so taking the right approach is vitally important.

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