Instead of Managing Complaints we should get to Zero Complaints You accept zero defects today 25 years ago you did not even think of zero defects Now we need to get to Zero Complaints

1. Get To Zero Complaints
Instead of Managing Complaints
Gautam Mahajan
President
+91 9810060368
mahajan@customervaluefoundation.com
www.customervaluefoundation.com

2. Zero Defects And Zero Complaints
• You accept zero defects today
• 25 years ago you did not even think of zero
defects
• Now we need to get to Zero Complaints

3. Zero Complaints Is A Mindset
• First we should accept we can get close to
Zero Complaints
• Second, we should not think of only
managing complaints
• Bigger effort to avoid complaints

4. Zero Complaints Mean Better
And Cheaper Service
• Less interaction needed
• Fewer customers are hassled
• Smaller customer service and correction
teams
• Win win for all

5. Why Do We Have Complaints
• Complaints/issues arise from:
– Poor information and hence queries
– Poor execution
– Poor systems
– Want customers to come back but for
complaints not for a purchase (mindset)

6. To Get To Zero Complaints
• Ensure your information is complete and
understandable
• Your web based forms and selling has all
possibilities for a customer
– For example he may need to change/modify what
he bought
• Amount
• Length of engagement
• Change his information such as address
– Cancellation
• Be prepared to make systemic changes not just
solve complaints

7. Get To Zero Complaints
• Use all the power in your disposal to get to
zero complaints
• Better information/better design
• Be prepared to make systemic changes
• Satisfy your customer not your company’s
System
• Be so good that the customer does not need
to contact you!!!

8. Example
I just bought overseas travel insurance on the net. Unfortunately, I had to extend
the length of stay and consequently the number of days of insurance. The
insurance was due to start a month from this time. I got on the phone, and found
one number did not exist. The other one was difficult to get and when I would get
on, and was made to answer many questions and listen to many unnecessary
“ads”, I would be put on hold for the next available agent. And then I would get
disconnected. I had to go through a few iterations before I got to talk to an agent.
No, the policy could not be extended (he did not know how). The best would be for
me to cancel the policy and get a new one for a longer time period. So I requested
cancellation. The agent could not tell me when I would get my refund. Almost 20
days later, I managed (through influence) to get the number of a senior executive.
He was very apologetic. A few days later, I still did not have refund. So I sent an
email again. This time an executive working for the company called me because
his boss had asked him to help me get a refund. I had to fill a form for a refund. I
told him I had not filled any form for getting the policy, and why now, and why the
call centre had not told me about the form. To cut a long story short, he said he
would arrange for a refund. The executives would never go back and get the
problems corrected using software, processes and procedures so that others
would not have a problem, which would lead to zero customer complaints.

9. THINK ZERO COMPLAINTS

10. For Details See Link Below:
http://customervaluefoundation.wordpress.com/2013/04/10/zero-
customer-complaints/
Gautam Mahajan
President
+91 9810060368
mahajan@customervaluefoundation.com
www.customervaluefoundation.com