customer complaint handling/management is the topic of subject Customer Relationship Management of course MBA - IV

1. relationship
managment
CUSTOMER COMPLAINT MANAGEMENT
PRESENTED BY : VINAY GABA
186

3. CRM- Customer Relationship
Management
 Strategy
 Company's Relationships
 Interactions With Your Customers
 Gains In Productivity
 HR To Customer Services And Supply-
chain Management.

5. CONTENT
 What is complaint?
 Steps for handling customer
complaints
 Customer complaint
management and CRM

6. WHAT IS COMPLAINT ?
 An expression of dissatisfaction
 Related to product or service
or
 Statement of unhappiness
 (expectations not met)

7. (Bonus point)
If a customer is complaining
you are given a chance to
retain that customer

8. Steps for handling the
customer complaints

10. POINTS TO REMEMBER
 Not to take it personally
 Remain calm
 Focus on the problem and not person
 Turn unhappy people into happy
customers
 Give full attention
 Don’t make excuses or blame othes

11. HANDLING COMPLAINTS
AND CRM
 Acknowledge receipt of the
complaint
 Accurately record complaint
information and make it
accessible
 Attach time frames for resolution
of complaint

12.  Customer must be informed about delays in resolving
a complaint
 Make staff aware of complaint handling procedures
 Inform customers of complaint procedure