Things can change quickly when a customer is upset, when the experience has been less than wonderful. Wise leaders and staff learn to listen to the customer, observe what happened, and change things so they don't happen again.
Others just wish things improve. Wise leaders make them improve.
Problems usually suggest a problem with quality. Not enough checks and balances in the system. Not enough attention paid to the initial order. Assumptions made.
I recently visited with a sales engineer whose job is to create whatever the sales team sold. I smiled, and he smiled, as we both knew exactly what that could mean: over promise, under delivered.
Quality in customer service has to do with both the product and the experience of getting the product. If someone ain't happy, look at it and change something. Use the best of the brain cells of those closest to the customer to figure out what can be done, and then do it.
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.