Handling Customer Complaints & Basic Email Etiquettes

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  • Handling Customer Complaints & Basic Email Etiquettes

    1. 1. - By Monika Dhoundiyal Human Resource Department Customer Communication & Basic E-mail Etiquettes
    2. 2.  Why do customer complain  Benefits of customer complaints  Key skills required for dealing with customer  Common customer complains  Basic of dealing with customer complaints  Dealing with angry customers  Responding to customer complaint email. Table of content
    3. 3.  Expectations not met  Broken promises  Customer Interrogation  Rudeness  Suspicious about the organization  Not paying attention to customer Why do customer complain?
    4. 4.  Fewer mistakes and less time spent fixing them  Improved product quality  Better understanding of customers' needs  Happier customers  Greater customer loyalty  More customers through word-of-mouth advertising  Less time and money spent attracting customers  Improving business reputation  A healthier bottom line. Benefits of customer complaints
    5. 5.  Communication Skill  Listening Skill  Problem Solving Skill  Flexibility  Initiative & Proactive  Professionalism  Task Orientation  Friendly Attitude  Empathy Key skills required
    6. 6. Common customer complaints  The employee helping was rude.  Your staff doesn’t know what to do.  You don’t seem to care.  I haven’t heard a darn thing!  I keep coming back with the same problem. When will it get fixed?  I keep getting shuffled from one person to the next.  I bought your product but it doesn’t do what it’s supposed to do  Your competitor offer to do this to me, why can’t you?
    7. 7. Basics of dealing with customers complaints  Acknowledge the complain  Listen attentively  Ask questions  Don’t make excuses  Don’t blame the customer  Educate the customer  Empathize  Own the problem  Treat a complaint as an opportunity
    8. 8.  Use your ears more than mouth  Stay objective. Don’t take anything personally  Done be defensive  Never argue  Control your anger  Own the problem  Present a solution  Involve the customer in solution  Correct the issue  Follow up Dealing with angry customers
    9. 9.  Read the entire complaint properly  Respond quickly without any delay  Open your email with a thank you  Apologize for the mistake  Explain why or how the problem happened  Offer solution with deadline  Assurance  Stick to deadlines Responding to written complaints
    10. 10.  Be Concise and to the point.  Answer all questions and pre-empt further questions  Use proper spelling and grammar & punctuation  Do not attach unnecessary files  Do not overuse Reply to All  Use a meaningful subject  Avoid using urgent & important Basic Email Etiquettes
    11. 11.  Avoid long sentences  Do not write in “CAPITALS”  Use templates for frequently used responses.  Use proper signature Monika Dhoundiyal Manager Human Resource Hanna Equipments (India) Pvt. Ltd. Office No. 3/4/5/6, Sector 7, Kharghar, Navi Mumbai - 410 210 Mobile: +91 ********** Tel. +91-22-********** Fax. +91-22-********** Email ID: xyz@gmail.com Monika Dhoundiyal Manager Human Resource Hanna Equipments (India) Pvt. Ltd. Mobile: +91 ********** Tel. +91-22-********** Email. xyz@gmail.com
    12. 12.  Answer swiftly  Do not overuse the high priority option  Don't leave out the message thread  Add disclaimers to your emails  Use your spell-checker  Proofread the email before sending  Take care with abbreviations and emotions  Use cc & bcc: field sparingly  Don’t discuss multiple subjects in a single message
    13. 13.  Listen  Understand  Elevate  No Fighting  Resolution  Resolve  Writing  Learn Squash Customer Complaint
    14. 14. Summary Every complaint is an opportunity  Listen to customer complaints  Acknowledge the complaint  Offer Solution  Fix the problem  Thank for complaint
    15. 15. What’s Your Message? Thank You Any Questions????

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