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Handling customer complaints

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Handling customer complaints

  1. 1. HANDLING CUSTOMER COMPLAINTS SUNIL KUMAR DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
  2. 2. HANDLING COMPLAINTS WHO IS YOUR CUSTOMER ? TYPES OF CUSTOMERS ? SUNIL KUMAR
  3. 3. HANDLING CUSTOMER COMPLAINTS CUSTOMER 1.THE ONE WHO PAYS 2.THE ONE WHO USES 3.THE ONE WHO DECIDES SUNIL KUMAR
  4. 4. COMPLAINTS INTERNAL CUSTOMERS THEY ARE AS IMPORTANT AS EXTERNAL CUSTOMERS UNFORTUNATELY WE IGNORE THEM SUNIL KUMAR
  5. 5. INTERNAL CUSTOMERS  ISSUES: 1. YOU ARE FRIENDLY WITH THE INTERNAL CUSTOMER– THINGS GO WELL  YOU CAN USE IT TO ADVANTAGE SUNIL KUMAR
  6. 6. INTERNAL CUSTOMER 2. YOU HAVE SERIOUS DIFFERENCE :  FOCUS ON ISSUES & NOT ON PERSONALITY OR PAST RELATIONSHIP 3. YOU HAVE A NEUTRAL RELATIONSHIP: TREAT HIM WITH COURTSEY SUNIL KUMAR
  7. 7. INTERNAL CUSTOMER FUNDAMENTAL RULE : TREAT HIM AS A CUSTOMER & FOLLOW ALL THE RULES OF THE GAME WHAT ARE THOSE RULES ? --- --- ---- SUNIL KUMAR
  8. 8. RULES OF THE GAME 1.MEET HIM WITH APPOINTMENT 2. ALWAYS BE PUNCTUAL 3. SET A TIME SPAN FOR DISCUSSION 4.FOCUS ON ISSUES 5. IGNORE PAST DIFFERENCES 6.FOCUS ON ACHIEVING RESULTS SUNIL KUMAR
  9. 9. HANDLING CUSTOMER COMPLAINTS WHY DO CUSTOMERS COMPLAIN? GROUP DISCUSSION ON WHY DO CUSTOMERS COMPLAIN & WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE? SUNIL KUMAR
  10. 10. CUSTOMER COMPLAINS BECAUSE : 1.HIS EXPECTATIONS ARE NOT BEING MET 2YOU OR SOMEONE IN YOUR ORGANISATION WAS RUDE,INDIFFERENT OR DISCOURTEOUS TO HIM 3.HE FEELS HE WAS NOT LISTENED TO 4.HE WAS TOLD BY A STAFF MEMBER SOMETHING, WHICH WAS WRONG SUNIL KUMAR
  11. 11. CUSTOMERS COMPLAIN-- 5.HE IS SUSPICIOUS & FEELS THAT YOU OR YOUR ORGANISATION IS DISHONEST 6HE FEELS HE WAS NOT LISTENED TO 7.HE ACTED ON INSTRUCTIONS, WHICH WERE WRONG SUNIL KUMAR
  12. 12. CUSTOMERS COMPLAIN-- 8.HE WAS SCREAMED ON PHONE. 9. HE WAS TRANSFERRED ON PHONE WITHOUT CONSENT 10HIS INTEGRITY OR HONESTY WAS QUESTIONED. SUNIL KUMAR
  13. 13. CUSTOMERS COMPLAIN-- 11.YOU OR SOMEONE ARGUED WITH HIM 12. HE WAS TOLD HE HAD NO RIGHT TO BE ANGRY SUNIL KUMAR
  14. 14. CUSTOMERS COMPLAIN -- 14.YOUR STAFF DOES NOT HAVE TRAINING TO HANDLE SITUATION QUICKLY & ACCURATELY 15.HE MADE WRONG ASSUMPTION WHAT YOUR ORGANISATION WILL DO TO HELP HIM SUNIL KUMAR
  15. 15. GENUINE COMPLAINTS WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE ? HOW DO WE HANDLE GENUINE COMPLAINTS ? SUNIL KUMAR
  16. 16. COMPLAINTS  EACH PARTICIPANT ON ONE SERIOUS COMPLAINT ON ANY PRODUCT RECEIVED BY HIM, ACTION TAKEN BY HIM , ACTION TAKEN BY THE ORGANISATION SUNIL KUMAR
  17. 17. HANDLING CUSTOMER COMPLAINTS LISTEN TO THE CUSTOMER HAVE PATIENCE EMPATHISE WITH THE CUSTOMER LET THE CUSTOMER OVERSTATE HIS CASE CUSTOMER SOFTENS ? SUNIL KUMAR
  18. 18. COMPLAINTS  FIRST APPROACH: BOXING SECOND APPROACH: PRICK THE BALLOON SUNIL KUMAR
  19. 19. BASICS OF TREATING CUSTOMERS CAN YOU THINK OF TWO SITUATIONS WHEN YOU WERE THANKED FOR HELPING A CUSTOMER ? WHAT DID YOU PARTICULARLY DO WELL TO WARRANT THE THANKS? SUNIL KUMAR
  20. 20. BASICS OF TREATING CUSTOMERS 1.TREAT CUSTOMERS WITH COURTSEY , SPECIALLY WHEN YOU ARE UNDER PRESSURE [ HOW CAN YOU DO THAT? SUNIL KUMAR
  21. 21. BASICS OF MAKE A HABIT OF COURTSEY & NOT AN EXCEPTION. FOR EXAMPLE, WILL YOU REMOVE SHOES ENTERING A TEMPLE IN A JUNGLE? IT IS INGRAINED IN YOU. IT IS NOT A PUT ON SUNIL KUMAR
  22. 22. BASICS OF TREATING YOUR CUSTOMERS 2.MAKE THEM FEEL IMPORTANT EVERY HUMAN BEING WANTS TO FEEL IMPORTANT WHEN HE IS PLAYING THE ROLE OF A CUSTOMER [ AFTER ALL HE PAYS THE BILL. WOULD YOU NOT ? SUNIL KUMAR
  23. 23. BASICS 3.BE WILLING TO HELP THEM [ CUSTOMERS FEEL AT EASE IF THEY FEEL YOU ARE A FRIEND WHO CAN BE COUNTED FOR HELP] [ THEY MAY NOT ASK FOR HELP AT ALL] SUNIL KUMAR
  24. 24. BASICS OF TREATING YOUR CUSTOMERS 4.LEARN TO SMILE .DONT MOAN [SMILING IS EASY. MOANING IS DIFFICULT. DO THE EASY THING.] [SMILING IS INFECTIOUS. HELP MAKE FRIENDS . WHY DO YOU WANT ENEMIES ? SUNIL KUMAR
  25. 25. BASICS 5. YOUR PERSONAL APPEARANCE REFLECTS YOUR COMPANY STANDARD. WOULD YOU LIKE TO ENHANCE THE IMAGE OR DECREASE IT? TWO PARTICIPANTS TO VERBALISE GOOD APPEARANCE SUNIL KUMAR
  26. 26. BASICS 6.ARE YOU FULLY ARMED WITH NEEDED INFORMATION PRICELIST TERMS PRODUCT RANGE COMPUTER TILL ETC ETC SUNIL KUMAR
  27. 27. BASICS 7.DO NOT BLAME OTHERS & COMPANY IF YOU CAN NOT FIND INFORMATION [IT WILL SPOIL YOUR NAME] SUNIL KUMAR
  28. 28. BASICS ALWAYS PRESENT YOURSELF & CO POSITIVELY [IT WILL DEFINITELY PAY YOU RETURNS.NO ONE WANTS TO DEAL WITH FAILURES OR UNSUCCESSFUL PERSONS SUNIL KUMAR
  29. 29. DEALING WITH COMPLAINTS 1.BE CALM 2.USE OPEN ENDED QUESTIONS: WHY ? WHEN? HOW? WHERE ? WHICH? CAN YOU EXPLAIN? SUNIL KUMAR
  30. 30. DEALING WITH COMPLAINTS 3. LISTEN MAKE NOTES SWITCH OFF YOUR MOBILE TAKE PHONE OFF THE HOOK HOLD ALL CALLS PAY ATTENTION CONCENTRATE SUNIL KUMAR
  31. 31. DEALING WITH COMPLAINTS 4.EMPATHISE: I CAN APPRECIATE YOUR DISAPPOINTMENT THAT MUST BE DIFFICULT TO ACCEPT SUNIL KUMAR
  32. 32. DEALING WITH--- 5. DO NOT JUSTIFY LAPSES: SICK EMPLOYEES TRUCK DID NOT REACH SYSTEM FAILURE MANUFACTURING PROBLEM SUNIL KUMAR
  33. 33. DEALING WITH-- 6. MAKE NOTES: READ NOTES BACK TO CUSTOMER CLARIFY DOUBTS SIMPLE LANGUAGE SUNIL KUMAR
  34. 34. DEALING WITH-- 7.AGREE ON A COURSE OF ACTION: GIVE TIME FRAME BE SURE YOU CAN MEET DEADLINE CONSULT OTHERS FOR DATES SUNIL KUMAR
  35. 35. DEALING WITH -- 8.PROMISE LESS PERFORM BETTER BUILD CREDIBILITY SUNIL KUMAR
  36. 36. DEALING WITH COMPLAINTS 9.FOLLOW THROUGH TAKE FOLLOW UP ACTION INFORM CUSTOMER MAKE SINCERE EFFORT SUNIL KUMAR
  37. 37. DEALING --- WARNING DON’T SAY THINGS LIKE: I CANT BELIEVE IT THIS CANT BE TRUE YOU ARE JOKING NO, SURELY NOT SUNIL KUMAR
  38. 38. DEALING -- WARNING BAD SITUATION BECOMES WORST BY NOT FOLLOWING THROUGH NOT STICKING TO DEADLINE IS BAD, NOT INFORMING ANOTHER DEADLINE IS WORSE SUNIL KUMAR
  39. 39. DEALING WITH COMPLAINTS DO YOU KNOW THE LEGAL RIGHTS OF THE CUSTOMER? BE PREPARED TO ANSWER SUNIL KUMAR
  40. 40. IS THE CUSTOMER ALWAYS RIGHT? NOT ALWAYS BUT YOU HAVE TO HANDLE HIM TACTFULLY DON’T GET ANGRY BE SUBTLE BE POLITE EVEN IF BUSY SUNIL KUMAR
  41. 41. EMPATHY OR SYMPATHY PARTICIPANTS TO DEFINE AND DIFFERENTIATE THE TERMS : EMPATHY SYMPATHY SUNIL KUMAR
  42. 42. EMPATHY TO PUT YOURSELF IN CUSTOMER’S SHOES AND FEEL LIKE HIM YOU ARE LIKELY TO ACT POSITIVELY & INSTICTIVELY TO HELP THE CUSTOMER HE WILL BECOME A FRIEND SUNIL KUMAR
  43. 43. SYMPATHY PUTS YOU ON A HIGHER PEDASTAL YOU ARE LIKELY TO LOOK DOWN UPON AS IF YOU ARE DONATING AND HENCE YOU FEEL PITY FOR HIM EVEN DISABLED ASK FOR EMPATHY & NOT SYMPATHY SUNIL KUMAR
  44. 44. EMPATHY & SYMPATHY KNOWING THE DIFFERENCE BETWEEN THE TWO WILL PROPEL YOU TO TAKE ACTION ON CUSTOMER COMPLAINTS IN POSITIVE &PROACTIVE MANNER HENCE EMPATHISE WITH THE CUSTOMER SUNIL KUMAR
  45. 45. SMILE 1. SMILE OF WELCOME: THE CUSTOMER IS NOT A FACELESS PERSON. YOU RECOGNISE HIS/HER PRESENCE WITH A SMILE OF WELCOME YOU ARE NOT NEUTRAL TO HIM SUNIL KUMAR
  46. 46. SMILE DO NOT LAUGH: IT CAN INCREASE ANGER IT MAY BE MISUNDERSTOOD DON’T CUT JOKES –IT WILL NOT REDUCE TENSION.IT MIGHT ENHANCE IT SUNIL KUMAR
  47. 47. SILENCE SILENCE IS THE WAY TO AVOID PROBLEMS: KEEP QUIET & LISTEN REMAIN GLUED TO THE COMLAINANT,NOD .DONT IGNORE HIM SUNIL KUMAR
  48. 48. TURNING FOES INTO FRIENDS SURPRISINGLY IF YOU HANDLE COMPLAINT WELL THE CUSTOMER NOT ONLY CONTINUES TO REMAIN WITH YOU BUT MAY SUPPORT YOU IF HE FINDS THAT YOU WERE BETTER THAN YOUR COMPETITION IN HANDLING HIS COMPLAINT SUNIL KUMAR
  49. 49. ANALYSING SELF 1.WHAT ARE YOUR PERSONAL STRENGTHS IN DEALING WITH CUSTOMER COMPLAINTS ? 2. WHAT ARE YOUR PERSONAL WEAKNESSES IN DEALING WITH CUSTOMER COMPLAINTS? SUNIL KUMAR
  50. 50. FINALLY IT DEPENDS ON YOU : 1.DO YOU WANT TO HANDLE COMPLAINTS EXCEPTIONALLY? 2.ARE YOU LEARNING THE POSITIVE ATTITUDE TO FACE CUSTOMER COMPLAINTS? SUNIL KUMAR
  51. 51. FINALLY 3.ARE YOU MAKING EFFORTS TO REALLY LEARN ABOUT YOUR PRODUCTS & SERVICES? 4.DO YOU ENJOY MEETING CUSTOMERS OR THEIR COMPLAINTS? 5.NEVER OVERPROMISE BUTALWAYS OVERPERFORM SUNIL KUMAR
  52. 52. FINALLY 6.IF YOU CAN RELATE THE CUSTOMER WITH A SERIOUS COMPLAINT AS A FRIEND WHO HAS A GENUINE COMPLAINT , YOU WILL ACT IN A MUTUALLY SATISFYING MANNER SUNIL KUMAR
  53. 53. DISARMING COMPLAINERS THANK HIM FOR COMPLAINING WHY? SUNIL KUMAR
  54. 54. DISARMING COMPLAINERS HE COULD HAVE SWITCHED LOYALTY THANK HIM FOR COMPLAINING SUNIL KUMAR
  55. 55. DISARMING -- HE MAY BE SATISFIED WITH YOUR ACTIONS HE MAY BECOME YOUR AMBASSADOR BUT HE NEEDS SERVICE SUNIL KUMAR
  56. 56. THANKS SUNIL KUMAR DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com

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