A statement that situation is
unsatisfactory or unacceptable
there be a
Different Levels of
What Makes A Person Angry?
The Psychology of an “Angry Customer”
Solving the grievance involves
I know this duffer
is so incorrect..
But then… he’s a
This fool cannot
simple thing I need
The service renderer The service receiver
IS GRIEVANCE A PROBLEM?
Key word : How you “respond” to the person who complains
that reflects upon the degree of the problem
The Problem is not PROBLEM
REQUIREMENT FROM THE SERVICE PEOPLE
ATTITUDINAL BODY LANGUAGE
Age old rule of customer
Accepting responsibility of
blame even if the person is not
Apologising- -I /WE
Initiating action – correcting –
Maintain Eye Contact
Eyes showing keenness &
Not being defensive
Lean towards the speaker.
Face: smiling, approving,
Head nodding at intervals.
Never show impatience.
Show thankfulness – gratitude.
Handling a Complain
Follow the theory of
•Assume whatever the customer speaks as complaint is
•Regard it as “It is the Truth”
•Resolve “It is to be redressed.”
•Establish eye contact. This will bring out the sincerity
•Value his experience
•Give a patient hearing.
•Avoid being defensive – remember it is not an
Accusation but an Opportunity.
•Do no take the criticisms personally.
•Do not assume
Be relaxed & calm.Show empathy
•Try to understand where the problem lies.
•Even if the disservice is not your fault.
•If the name of the customer is known address him
by his sir name
•When it is felt that the customer has vent out his feelings
Give assurance that the person’s grievance is
•Tell him what you can do; not what you can’t
•Make the customer a part of your solution; not a
part of your problem.
•If you do not have a solution
Do not lie
You shall refer to competent authority and get back ASAP
If an agreement to a solution is reached act quickly before
they can change their mind.
- Follow up
Express your gratitude to the customer for pointing it out
Praise him if he comes up with a suggestion/nouvelle
• 6 Best Way to get “AN ANGRY CUSTOMER”
Conclusion: The Positive side of Complain
Most of the customers go away as dissatisfied customers,
rather than complain
If at least one of them complains.
It gives one, as an operator, with information
A Complain is rather a request for action provides with a
chance to improve
To think if there’s no complain your organisation is doing well