HANDLING OF CUSTOMER COMPLAINS

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Resolving customer complains in service industry.

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HANDLING OF CUSTOMER COMPLAINS

  1. 1. Customer Complaints & Its Handling
  2. 2. Complain • Definition: A statement that situation is unsatisfactory or unacceptable Expression Condition Expectation Attention Needs Grievance
  3. 3. Why should there be a Complain? Different Levels of expectation Grievance
  4. 4. What Makes A Person Angry? The Psychology of an “Angry Customer”
  5. 5. Solving the grievance involves Interaction I know this duffer is so incorrect.. But then… he’s a customer This fool cannot understand this simple thing I need The service renderer The service receiver
  6. 6. 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 In Practice
  7. 7. REQUIREMENT FROM THE SERVICE PEOPLE ATTITUDINAL BODY LANGUAGE Listening Ability  Age old rule of customer satisfaction Patience Courteous  Accepting responsibility of blame even if the person is not Apologising- -I /WE  Initiating action – correcting – gathering feedback.  Maintain Eye Contact  Eyes showing keenness & empathy  Not being defensive Lean towards the speaker.  Face: smiling, approving, assuring,  Head nodding at intervals.  Never show impatience.  Show thankfulness – gratitude. Representation
  8. 8. Some Magic Words
  9. 9. Some Magic Phrases
  10. 10. Never ever!! Never!!
  11. 11. Handling a Complain Follow the theory of  Believe  Listen  Apologise  Solve/Satisy  Thank BLAST.
  12. 12. Believe •Assume whatever the customer speaks as complaint is relevant . •Regard it as “It is the Truth” •Resolve “It is to be redressed.” •Establish eye contact. This will bring out the sincerity in you •Value his experience
  13. 13. Listen •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.
  14. 14. Apologise •Even if the disservice is not your fault. •If the name of the customer is known address him by his sir name
  15. 15. Satisfy/Solve •When it is felt that the customer has vent out his feelings Give assurance that the person’s grievance is understood •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 Assure You shall refer to competent authority and get back ASAP
  16. 16. Satisfy/Solve (Cont’d) If an agreement to a solution is reached act quickly before they can change their mind. - Follow up
  17. 17. Thank Express your gratitude to the customer for pointing it out to you. Praise him if he comes up with a suggestion/nouvelle idea.
  18. 18. Summing up • 6 Best Way to get “AN ANGRY CUSTOMER” DOWN
  19. 19. Conclusion: The Positive side of Complain The Fallacy Most of the customers go away as dissatisfied customers, rather than complain Feel Lucky If at least one of them complains. Because 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 The Reality
  20. 20. Therefore
  21. 21. In any Situation Hotelier Guest

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