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Simple strategies to flip your customer complaints into customer satisfaction

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Handle My Complaint knows that some businesses don't realise that resolving complaints quickly and effectively is a skill that can be learnt.

Here Handle My Complaint outlines its simple complaint resolution strategies to flip your customer complaints into customer satisfaction.

Published in: Business, Self Improvement
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Simple strategies to flip your customer complaints into customer satisfaction

  1. 1. SIMPLE STRATEGIES TO FLIP YOUR CUSTOMER COMPLAINTS INTO CUSTOMER SATISFACTION Presented by: Jo Ucukalo – CEO - Handle My Complaint 2 March 2012
  2. 2. INTRODUCTIONAbout Handle My Complaint Jo Ucukalo • Complaints expert and CEO of Handle My Complaint • Previously - Civil Engineer, Flight Attendant, Business Analyst, Customer Service Representative….Origins of Handle My Complaint• Established in 2009• Friend & family then friends of friends were asking for my help with complaints
  3. 3. INTRODUCTIONAbout Handle My ComplaintWho are we?• Australian company that deals with dispute resolution.• The typical customer - consumer or business without the time, know-how or persistence to resolve a dispute themselves.• Charge on success basis only Our mission is to assist businesses in eradicating consumer complaints.
  4. 4. COMPLAINT STATISTICSFun Facts• A quarter of consumer problems raised with businesses remain unresolved.Consumers• Costs Australian consumers $14.2 billion a year to deal with complaints - direct costs incurred & time spent dealing with problems.Businesses• Costs Australian businesses $6.6 billion a year where they have a legal obligation to provide a remedy – does not including costs to replace or repair products.Source: Australian Consumer Survey 2011
  5. 5. CAUSES OF COMPLAINTSWhy Do People Complain? Major causes according to Handle My Complaint •Poor communication •Failure to deliver what was promised or expected Top 3 Consumer Complaint Expectations •To have their complaint acknowledged •To be listened to and validated •To have the complaint resolved
  6. 6. COMPLAINT RESOLUTION STRATEGYHow To Manage Complaints• Empower your staff• Ask for feedback & look for signs of brewing dissatisfaction• Acknowledge the customer’s emotion, assure the customer the problem will be investigated & move quickly onto effecting results• As the customer shares their experience, practise active listening• Ascertain the desired outcome
  7. 7. COMPLAINT RESOLUTION STRATEGYHow To Manage Complaints (cont)• Achieve the desired outcome• Admit fault - yes, even if it hurts!• Record the details• Make refinements• Learn from complaints received
  8. 8. BUSINESS ADVANCEMENT THROUGH GREAT CUSTOMER SERVICE DELIVERYMore information:Handle My Complaintw. www.handlemycomplaint.com.auf. www.facebook.com/handlemycomplaintt. @HandleComplaint
  9. 9. QUESTIONSQUESTIONS ??

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