Effective complants handling


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Effective complants handling

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Effective complants handling

  1. 1. 1 Effective Complaint Handling DESINGED BY, SUNIL KUMAR, LECTURER
  2. 2. 2 About These Sample Slides • This sample contains the first 10 slides only. • To Receive 2 Complete Free Courses Contact oaksales@oaktraining.com • Special Offer Now Available – Get All 52 Courses For Only $10 Each http://www.oaktraining.com/All-Training-Content.html
  3. 3. 3 Learning Objectives • When you have completed this module you will be able to define the key concepts associated with Handling Complaints and you will be able to: – Define what a complaint is – Understand why Customers complain – Describe the components of an effective complaint handling process
  4. 4. 4 Learning Objectives – Explain the various documentation requirements – Use Tracking & Trending of complaints for continuous improvement activity – Understand how a more professional approach to the handling of complaints in the organization can deliver benefits in terms of increased customer satisfaction
  5. 5. 5 Complaints & The Organization • How customer complaints are handled reflects on the organization in terms of: – Value placed on the customer – Image – Ability to support products and services – Value of the product and service
  6. 6. 6 Why Handle Complaints? • There is now a greater focus on how complaints are handled by organizations as: – The focus changes from being product driven to being customer driven – The business environment has become more competitive – Service has become the main differentiating factor
  7. 7. 7 Internal & External Customers • It should be noted that complaints from internal customers need to be handled effectively • From an organizational point of view, poor handling of complaints from internal customers can lead to: – De-motivation of those who complain – Poor performance – Generation of defective products and services – Late delivery to the customer
  8. 8. 8 Complaints
  9. 9. 9 Complaints What Are Complaints?What Are Complaints? Sources of ComplaintSources of Complaint Benefits of Handling ComplaintsBenefits of Handling Complaints Dangers of Handling ComplaintsDangers of Handling Complaints
  10. 10. 10 Complaints - What Are They? • A complaint will arise for either or both of two main reasons: – A product or service is ‘faulty’ and does not function correctly – A product or service does not meet the expectations of the customer
  11. 11. 11 • Lets look at incorrect function first: – Characteristics • Checkable • Objective • Resolvable – the complaint can be investigated using information gathered Complaints - What Are They?
  12. 12. 12 THANK YOU