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GLOSSARY: Customer Complaints

Issues raised by the customer, often with regard to the accuracy of the marketing and sales process, challenges encountered throughout the transaction, products not performing as anticipated, and unsatisfactory customer service.  A popular source of inbound calls and thus a notorious burden for agents, customer complaints have additional relevance thanks to the rise of the web and social media.  They can now be communicated freely across the web, forcing the business to monitor for such complaints and manage those complaints in a public setting.