Ao1b Consumer Complaints

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Ao1b Consumer Complaints

  1. 1. Consumer Complaints How Should We Deal With Them?
  2. 2. Begin By Knowing Why People Complain <ul><li>product </li></ul><ul><li>service </li></ul><ul><li>expectations not met </li></ul><ul><li>because they can </li></ul><ul><li>to be difficult </li></ul><ul><li>their job </li></ul><ul><li>to help </li></ul><ul><li>boredom </li></ul>
  3. 3. How to Handle Passive Complainers <ul><li>don’t be intimidated by silence </li></ul><ul><li>ask open questions </li></ul><ul><li>don’t get frustrated </li></ul><ul><li>stick to the facts, don’t let them stray </li></ul>
  4. 4. How to Handle Constructive Complainers <ul><li>don’t dismiss their ideas </li></ul><ul><li>thank them for their suggestions </li></ul><ul><li>put right what you can </li></ul><ul><li>don’t promise if you can’t deliver </li></ul>
  5. 5. How To Use Your Listening Skills <ul><li>90% listening, 10% speaking </li></ul><ul><li>Always check understanding </li></ul><ul><li>Keep eye contact </li></ul><ul><li>Keep an open mind </li></ul><ul><li>Stay calm!! </li></ul><ul><li>Don’t interrupt </li></ul><ul><li>Try to read between the lines </li></ul>
  6. 6. Why Stay Positive? <ul><li>Shows a more professional approach It gives you time to think </li></ul><ul><li>It prevents the situation becoming worse </li></ul><ul><li>Gives less stress for both parties </li></ul>
  7. 7. Your Company’s Complaints Process <ul><li>Is it… </li></ul><ul><li>easy to understand? </li></ul><ul><li>simple to use? </li></ul><ul><li>communicated to all staff? </li></ul>
  8. 8. How Could They Improve It? <ul><li>Do you have suggestions for improvement?? </li></ul>

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