“Terrorist complainants are those that have ceased doing business with you but have not finished with you yet. The travel trade is very good at creating them.”
Patricia Yates, editor of Holiday Which?
“If anyone wants to invest in Thornton’s, I spend a fortune with them.”
David McDonald, customer services manager, First Choice, referring to the number of chocolates he sends out to unhappy clients
“A complaint is a positive gift to you wrapped up in a negative package.”
Keith Richards, head of consumer affairs, ABTA
Yes Annie is a tough interviewer. But do you really want to be interviewed by Judy Finnigan.”
Helen O’Rahilly, editor, BBC Watchdog, on presenter Anne Robinson