Customer Complaints By Yogesh,Aryan College

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Customer Complaints By Yogesh,Aryan College

  1. 1. Customer Complains – Gold Mine<br />By:- YogeshAyaldasani<br />
  2. 2. Customer<br />A person, company, or other entity which buysgoods and services produced by another person, company, or other entity.<br />
  3. 3. Complaint<br />A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the service or its staff affecting an individual customer or group of customers.<br />
  4. 4. Types Of Difficult Customers?<br />Angry<br />Nasty<br />Demanding<br />Critical<br />Non-Stop Talkers<br />Oddball<br />Indecisive<br />Sarcastic<br />Intoxicated<br />Shifty<br />Argumentative<br />
  5. 5. Common Reasons For Being Difficult<br />Tired or frustrated<br />Confused or Overwhelmed<br />Defending their ego<br />Unfamiliar with situation<br />Feel ignored<br />Don’t understand<br />In bad mood<br />In a hurry<br />Other reasons…<br />
  6. 6. How A Complain Can Be Gold Mine ?<br />Negative feedback can help you build better customer relationships and a stronger business. <br />Using customer feedback<br />As a strategic tool.<br />
  7. 7. Advantages<br />Stronger and more profitable relationship .<br /> Opportunity .<br />Golden referrals for you.<br />Mistakes teach much more. <br />
  8. 8. Dealing With Complaints<br />Projecting The Right <br />Attitude.<br />
  9. 9. Attitude Is The Key To Success.<br />Attitude Is Your Mental<br /> Position On Facts – Or<br />More Simply, The Way You <br />View Things.<br />
  10. 10. The Customer Is Not Always Right But…. <br />The customer is always the customer and this means simply that solving the problem is often more important than who is right. <br />If you can solve their problem without blaming yourself or others, you will reduce stress, everyone will feel better and you will be on your way to<br /> CUSTOMER<br /> SATISFACTION.<br />
  11. 11. I…I…What Should I Do?<br />Should I Save Myself the price of an expensive marketing consultant and put the power of your customers&apos; advice to work. <br />
  12. 12. I Think I Must…..<br />Encourage them to communicate their comments, feedback and complaints directly to you.<br />
  13. 13. A…Fact…….<br />More expensive..?<br />Happy customer<br />Unhappy customer<br />
  14. 14. The Golden Rule<br />The golden rule : When customers give you their valuable feedback, make sure they&apos;re perked in some special way. Consider a handwritten thank-you note, a free gift or a unique discount. Be sure to tell them that their input is valuable.<br />
  15. 15. Start<br />Receive Customer<br />Feedback<br />Log The Complain into Help Disk As Record<br />Investigate/<br />Analyze/<br />Clarify<br />Feedback<br />Investigate/<br />Analyze/<br />Clarify<br />Feedback<br />Complain<br />Resolved<br />Complain<br />Resolved<br />Forward to higher authority<br />No<br />No<br />Yes<br />Yes<br />Inform the customer via email or call<br />Update Status as JOB DONE<br />End<br />Update Status as JOB DONE<br />Prepare analysis report<br />
  16. 16. Summary<br />Be positive.<br />Aim for customer satisfaction, not just service.<br />Solve problem without blaming yourself and others.<br />Remember attitude are caught not taught.<br />
  17. 17. Thank You…<br />

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