Customer Complaints
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The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Complaints" and will show you how to successfully manage customer complaints.
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Customer Complaints
- 1. 1 | MTL: The Professional Development Programme Customer Complaints CUSTOMER COMPLAINTS Turn customer complaints into customer triumphs MTL: The Professional Development Programme
- 2. 2 | MTL: The Professional Development Programme Customer Complaints Attribution: All images are from sources where a Creative Commons license exists for commercial use. All icons are on subscription from thenounproject. All clipart is from free sources. The MTL Professional Development Programme is copyright of Manage Train Learn. Customer Complaints Introduction: Have you ever been on the receiving end of an irate customer and found yourself unable to placate them? If so, try remembering the mnemonic LASAGNE and use it to turn your customer complaints into customer triumphs.
- 3. 3 | MTL: The Professional Development Programme Customer Complaints Before you decide, listen with all your mind 1. L FOR LISTEN https://pixabay.com/en/ear-hearing-listening-159305/ Listening is the first, last and ever-present mode when you deal with customer complaints. When you listen, you learn about the customer’s problem and what kind of solution they’re looking for. Remember, it’s often only the thought that you’re not going to listen that makes customers angry in the first place. When they know you’re really interested, they invariably take a more realistic position.
- 4. 4 | MTL: The Professional Development Programme Customer Complaints 2. A FOR ACKNOWLEDGE THEIR IMPORTANCE https://pixabay.com/en/back-view-blur-boy-finger-focus-1867001/ Make customers your number one priority Many people who complain do so feeling defensive. They believe they will have an uphill struggle to get justice and fair play. That’s why you should let them know from the start that they and their problem are now your number one priority and you’re going to sort it out no matter how long it takes.
- 5. 5 | MTL: The Professional Development Programme Customer Complaints https://www.flickr.com/photos/chapter3/3201045222/ Defuse their anger by getting on their side 3. S FOR SHOW THEM YOU UNDERSTAND The way to defuse a confrontation with a customer complainer is to show empathy with their situation. Don’t think they’re the same as you; after all, you’re the expert. Think and feel what they must be going through and then work out how you, the expert, can help them. Say something like: “I don’t blame you for feeling like you do. If I were you, I’d feel exactly the same. What would you like me to do?” These are magical healing words and you’d be surprised how reasonable people become when they know you understand what they’re going through.
- 6. 6 | MTL: The Professional Development Programme Customer Complaints 4. A FOR ACCEPT RESPONSIBILITY https://pixabay.com/en/shield-output-tiles-solution-exit-602223/ Take the lead in finding a way to solve the problem Accepting a complainer’s problem means joining with them to find a solution that you’re both happy with. This doesn’t mean taking full responsibility for the problem. After all, some problems may be due to the customer’s negligence. What it does mean is taking responsibility for putting things right.
- 7. 7 | MTL: The Professional Development Programme Customer Complaints https://pixabay.com/en/lamp-idea-consulting-gear-1315742/ Do something to move things forward and show goodwill 5. G FOR GET A QUICK ANSWER How you solve customer problems is the true test of the customer-carer’s mettle. If you can follow procedures and precedents, then do so. If you need to bend a few rules in order to delight the customer, then do that as well. Not many customers like to be told that something simple can’t be done because of your rules. Above all, act swiftly.
- 8. 8 | MTL: The Professional Development Programme Customer Complaints 6. N FOR NOW FOR SOMETHING EXTRA https://www.flickr.com/photos/jobless_photoman/6839927041/ When you’ve put things right, find something more to do Once you’ve solved the problem to the satisfaction of the customer, it isn’t the end of the story. You need to find something extra to do for the customer to recompense them for their time and trouble. Like the electrical technician who, at the end of a customer complaint, goes out of his way to show the customer how to prevent the fault in future, leaves some spare fusing wire that he didn’t need, and advises the customer on the best place to get their lightbulbs from in future.
- 9. 9 | MTL: The Professional Development Programme Customer Complaints https://www.flickr.com/photos/shankaronline/31598789696/ … and leave them with a smile 7. E FOR ENQUIRE HOW THEY NOW FEEL The last thing you should do in dealing with a customer complaint is to check how the customer now feels. Ask them, “So, has that covered all the things you were worried about or is there anything else I can help you with?” The exchange should end on a simple as well as a successful note. You want them to feel that this is all part of your normal service.
- 10. 10 | MTL: The Professional Development Programme Customer Complaints This has been a Slide Topic from Manage Train Learn AFinal Word Handling complaints well isn’t just a more agreeable way to deal with your customers. If you follow this step-by-step approach, it’s also a way to turn a potential customer disaster into a guaranteed customer success.