Handling Customer Complaints

HANDLING CUSTOMER COMPLAINTS 2008

HANDLING COMPLAINTS WHO IS YOUR CUSTOMER ? TYPES OF CUSTOMERS ?

HANDLING CUSTOMER COMPLAINTS CUSTOMER 1.THE ONE WHO PAYS 2.THE ONE WHO USES 3.THE ONE WHO DECIDES

COMPLAINTS INTERNAL CUSTOMERS THEY ARE AS IMPORTANT AS EXTERNAL CUSTOMERS UNFORTUNATELY WE IGNORE THEM

INTERNAL CUSTOMERS ISSUES: 1. YOU ARE FRIENDLY WITH THE INTERNAL CUSTOMER– THINGS GO WELL YOU CAN USE IT TO ADVANTAGE

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

INTERNAL CUSTOMER FUNDAMENTAL RULE : TREAT HIM AS A CUSTOMER & FOLLOW ALL THE RULES OF THE GAME WHAT ARE THOSE RULES ? --- --- ----

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

HANDLING CUSTOMER COMPLAINTS WHY DO CUSTOMERS COMPLAIN? GROUP DISCUSSION ON WHY DO CUSTOMERS COMPLAIN & WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE?

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

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

CUSTOMERS COMPLAIN-- 8.HE WAS SCREAMED ON PHONE. 9. HE WAS TRANSFERRED ON PHONE WITHOUT CONSENT 10HIS INTEGRITY OR HONESTY WAS QUESTIONED.

CUSTOMERS COMPLAIN-- 11.YOU OR SOMEONE ARGUED WITH HIM 12. HE WAS TOLD HE HAD NO RIGHT TO BE ANGRY

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

GENUINE COMPLAINTS WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE ? HOW DO WE HANDLE GENUINE COMPLAINTS ?

CASE STUDIES EACH PARTICIPANT TO WRITE DOWN 1.TWO CASES WHERE HIS/HER COMPLAINT WAS HANDLED VERY WELL 2.TWO CASES WHERE HIS /HER COMPLAINT WAS NOT HANDLED WELL

COMPLAINTS EACH PARTICIPANT ON ONE SERIOUS COMPLAINT ON ANY PRODUCT RECEIVED BY HIM, ACTION TAKEN BY HIM , ACTION TAKEN BY THE ORGANISATION

HANDLING CUSTOMER COMPLAINTS WHAT IS THE WRITTEN SYSTEM OF HANDLING COMPLAINTS IN YOUR ORGANISATION ? DO YOU RECORD COMPLAINTS?

COMPLAINTS HOW DO YOU KNOW THAT THE COMPLAINT WAS HANDLED WELL? WHAT DO YOU DO WHEN YOU KNOW CUSTOMER WAS NOT SATISFIED BY YOUR EXPLANATION OR ACTION

HANDLING CUSTOMER COMPLAINTS ARE YOU EMPOWERED ? EMPOWERMENT BY YOUR COMPANY BY YOURSELF

EMPOWERMENT WHAT IS EMPOWERMENT POLICY IN YOUR COMPANY? IS IT STATED POLICY OR INFORMAL? WRITE DOWN THE POLICY IN ONE PARAGRAPH YOUR SUGGESTION FOR IMPROVEMENTS

EMPOWERMENT DO YOU THINK EMPOWERMENT IS USEFUL TO THE ORGANISATION? FOUR PRESENTATIONS

COMPLAINTS EXAMPLES OF EMPOWERMENT: 1.MAURYA SHERATON 2. LE MERIDIEN 3.GODREJ SOAPS

HANDLING CUSTOMER COMPLAINTS TWO ROLE PLAYS 1.LOYAL EMPLOYEE HOTEL CUSTOMER COMPLAINING ABOUT LEAKING TAP & NOISEY AIR CONDITIONER IN THE ROOM.

COMPLAINTS 2. LENIENT EMPLOYEE CUSTOMER COMPLAINS ABOUT STALE VEGETABLE & SPICY FOOD

HANDLING CUSTOMER COMPLAINTS TWO BORDEN & BUSSY APPROACHES 1.PROTECT YOUR COMPANY’S INTERESTS RESIST COMPENSATION OR REFUND OR RETURN OR BLAME GIVE EXAMPLES OF OTHER HAPPY CUSTOMERS INFORM ABOUT ISO 9000

COMPLAINTS UNFORTUNATELY THE RESULT IS MORE DISSATISFIED CUSTOMER LOSS OF CUSTOMER FOR EVER

HANDLING CUSTOMER COMPLAINTS 2.LISTEN TO THE CUSTOMER HAVE PATIENCE EMPATHISE WITH THE CUSTOMER LET THE CUSTOMER OVERSTATE HIS CASE CUSTOMER SOFTENS ?

COMPLAINTS FIRST APPROACH: BOXING SECOND APPROACH: PRICK THE BALLOON

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?

BASICS OF TREATING CUSTOMERS 1.TREAT CUSTOMERS WITH COURTSEY , SPECIALLY WHEN YOU ARE UNDER PRESSURE [ HOW CAN YOU DO THAT?

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

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 ?

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]

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 ?

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

BASICS 6.ARE YOU FULLY ARMED WITH NEEDED INFORMATION PRICELIST TERMS PRODUCT RANGE COMPUTER TILL ETC ETC

BASICS 7.DO NOT BLAME OTHERS & COMPANY IF YOU CAN NOT FIND INFORMATION [IT WILL SPOIL YOUR NAME]

BASICS ALWAYS PRESENT YOURSELF & CO POSITIVELY [IT WILL DEFINITELY PAY YOU RETURNS.NO ONE WANTS TO DEAL WITH FAILURES OR UNSUCCESSFUL PERSONS

CUSTOMERS WITH SPECIAL NEEDS 1.CHILDREN 2.FOREIGNERS 3.DEAF 4.BLIND 5.DISABLED 6.SENIOR CITIZENS

CUSTOMERS WITH SPECIAL NEEDS 1. CHILDREN USE SIMPLE LANGUAGE USE THEIR NAME IF YOU KNOW IT DISTRACT THEM RATHER THAN REBUKE THEM IF THEY MISBEHAVE

CUSTOMERS WITH SPECIAL NEEDS 2.ELDERLY THEY ARE SLOW DO NOT RUSH THEM AVOID PETRONISING THEM DO NOT SPEAK DOWN TO THEM

ELDERLY AVOID JARGONS BE PREPARED TO REPEAT

FOREIGN CUSTOMERS LISTEN TO THEM CAREFULLY SPEAK SLOWLY USING SIMPLE WORDS USE SHORT SENTENCES AVOID SHOUTING, LAUGHING OR IMPATIENCE

DEAF FACE THEM CONTINUOUSLY DON’T SHOUT. THIS WILL DISTORT MOUTH & WILL MAKE LIP READING DIFFICULT USE SIMPLE SIGNS

BLIND SPEAK AS YOU APPROACH THEM DON’T SHOUT. THEY ARE NOT DEAF

SERVICE PERSON’S ROLE MAKES CUSTOMERS COMFORTABLE

MAKING CUSTOMERS COMFORTABLE DO YOU CHAT WHILE CUSTOMER IS IN FRONT? DO YOU CLOSE SHOP 10 MINUTES BEFORE DO YOU CHEW GUM IN FRONT OF CUSTOMER ?

DEALING WITH COMPLAINTS 1. FOUR CASE STUDIES OF DEALING WITH COMPLAINTS 2.FOUR PARTICIPANTS TO ANALYSE THE CASE STUDIES

DEALING WITH COMPLAINTS 1.BE CALM 2.USE OPEN ENDED QUESTIONS: WHY ? WHEN? HOW? WHERE ? WHICH? CAN YOU EXPLAIN?

DEALING WITH COMPLAINTS 3. LISTEN MAKE NOTES SWITCH OFF YOUR MOBILE TAKE PHONE OFF THE HOOK HOLD ALL CALLS PAY ATTENTION CONCENTRATE

DEALING WITH COMPLAINTS 4.EMPATHISE: I CAN APPRECIATE YOUR DISAPPOINTMENT THAT MUST BE DIFFICULT TO ACCEPT

DEALING WITH--- 5. DO NOT JUSTIFY LAPSES: SICK EMPLOYEES TRUCK DID NOT REACH SYSTEM FAILURE MANUFACTURING PROBLEM

DEALING WITH-- 6. MAKE NOTES: READ NOTES BACK TO CUSTOMER CLARIFY DOUBTS SIMPLE LANGUAGE

DEALING WITH-- 7.AGREE ON A COURSE OF ACTION: GIVE TIME FRAME BE SURE YOU CAN MEET DEADLINE CONSULT OTHERS FOR DATES

DEALING WITH -- 8.PROMISE LESS PERFORM BETTER BUILD CREDIBILITY

DEALING WITH COMPLAINTS 9.FOLLOW THROUGH TAKE FOLLOW UP ACTION INFORM CUSTOMER MAKE SINCERE EFFORT

DEALING --- WARNING DON’T SAY THINGS LIKE: I CANT BELIEVE IT THIS CANT BE TRUE YOU ARE JOKING NO, SURELY NOT

DEALING -- WARNING BAD SITUATION BECOMES WORST BY NOT FOLLOWING THROUGH NOT STICKING TO DEADLINE IS BAD, NOT INFORMING ANOTHER DEADLINE IS WORSE

DEALING WITH COMPLAINTS DO YOU KNOW THE LEGAL RIGHTS OF THE CUSTOMER? BE PREPARED TO ANSWER

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

FAKING A COMPLAINT 1.LIARS FIND IT DIFFICULT TO LOOK INTO YOUR EYE.THEY LOOK AWAY 2.THEY HAVE DRY MOUTH.LICK LIPS OFTEN 3. THEY SWALLOW MORE OFTEN 4. THEY MAY CLEAR THEIR THROAT MORE OFTEN 5UNEVEN BREATHING

FAKING A COMPLAINT 6.THEY MAY CROSS THEIR LEGS & ARMS SIMULTANEOUSLY 7.THEIR FEET COULD BE FACING THE DOOR IN CASE THEY HAVE TO RUSH OUT 8.THEIR POSTURE IS OFTEN STIFF

FAKING A COMPLAINT 9.THEY MAY SCRATCH ,RUB OR STROKE THEIR NOSE MORE 10.IGNORE THE CONTENT. CONCENTRATE HOW WORDS ARE SPOKEN. THEY MAY STUTTER, SLUR OR HESITATE, WHEN THEY SPEAK

PACIFYING AN ANGRY CUSTOMER 1. BE POLITE & PATIENT 2. DO NOT INTERRUPT BUT LISTEN PATIENTLY 3.IF YOU KNOW YOU CANNOT HELP THEM GET SOMEONE WHO CAN

PACIFYING AN ANGRY CUSTOMER ASK OPEN QUESTIONS TRYING TO CLARIFYING SITUATION---WRITE DETAILS. CHECK NON VERBAL SIGNALS REACT TO NON VERBAL SIGNALS

PACIFYING--- KEEP YOUR COOL KEEP STRESS UNDER CONTROL LOOK AT CAUSES OF STRESS DECIDE WHAT YOU CAN DO ABOUT PROBLEM

KEEPING STRESS UNDER CONTROL ARE YOU DOING YOUR JOB WELL OR ARE YOU DOING THE VERY BEST UNDER THE CIRCUMSTANCES ? IF YOU DO THE BEST UNDER THE CIRCUMSTANCE , YOU WILL LEARN TO BE COOL

PACIFYING-- KEEPING STRESS UNDER CONTROL: TRY YOGA TAKE A HOBBY LEARN TO PAY A COMPLIMENT—TO A CUSTOMER OR A FRIEND--- DON’T TELL A LIE

PACIFYING AN ANGRY CUSTOMER HAVE YOU HAD A CUSTOMER COMPLAINT WHICH WAS NOT RESOLVED ? IF SO, WHAT WOULD YOU DO DIFFERENTLY IF A SIMILAR SITUATION AROSE IN FUTURE?

EMPATHY OR SYMPATHY PARTICIPANTS TO DEFINE AND DIFFERENTIATE THE TERMS : EMPATHY SYMPATHY

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

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

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

CUSTOMER SERVICE STANDARDS & GOALS 1. THESE DEPEND ON: YOUR ORGANISATION STANDARDS YOUR OWN STANDARDS YOUR COMPETITION’S STANDARDS

CUSTOMER SERVICE STANDARDS & GOALS 2. YOUR COMPANY WILL SET ITS GOALS HAVE YOU SET HIGHER GOALS FOR YOURSELF?

GOALS 3. HOW DO YOU KEEP YOUR KNOWLEDGE OF YOUR PRODUCTS OR SERVICES UP TO DATE? ALL PARTICIPANTS TO WRITE FIVE MOST IMPORTANT POINTS

DEALING WITH DIFFICULT CUSTOMERS DEFINE A DIFFICULT CUSTOMER

DEALING WITH DIFFICULT CUSTOMER 1.CUSTOMER WITH SERIOUS COMPLAINT 2.CUSTOMER WHO HAS BEEN HANDLED BADLY BY OTHERS 3.CUSTOMER WITH A KINK IN PERSONILTY

HANDLING DIFFICULT CUSTOMERS 4. CUSTOMER WHO IS METICULOUS & EXPECTS YOU TO BE SO 5. CUSTOMER WHO FAKES COMPLAINT OR MULTIPLIES A SMALL ISSUE

DEALING WITH DIFFICULT CUSTOMERS TO BEGIN WITH: CLASSIFY THE CUSTOMER IN FRONT OF YOU DEAL WITH HIM ACCORDINGLY EXAMPLES----PARTICIPANTS & OTHERS

TURNING FOES INTO FRIENDS IN CASE CUSTOMER COMPLAINTS ARE NOT HANDLED WELL, YOU HAVE AN ENEMY EXAMPLE OF SIERRA HARMING THE SALES OF INDICA

TURNING FOES INTO FRIENDS A DISSATISFIED CUSTOMER IS PART OF CONSUMER DEMOCRACY: HE USES HIS RIGHT OF VOTING YOU OUT SILENT HEART ATTACK VERSUS VIOLENT HEART ATTACK

YOU ARE ONE MAN ARMY? SMILE & SILENCE ARE TWO POWERFUL TOOLS 1.SMILE IS THE WAY TO MANY PROBLEMS

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

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

SILENCE SILENCE IS THE WAY TO AVOID PROBLEMS: KEEP QUIET & LISTEN REMAIN GLUED TO THE COMLAINANT,NOD .DONT IGNORE HIM

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

TURNING FOES INTO FRIENDS EXAMPLE OF MAHINDRA SCORPIO EXAMPLE OF GODREJ FRIDGE

ANALYSING SELF 1.WHAT ARE YOUR PERSONAL STRENGTHS IN DEALING WITH CUSTOMER COMPLAINTS ? 2. WHAT ARE YOUR PERSONAL WEAKNESSES IN DEALING WITH CUSTOMER COMPLAINTS?

FINALLY IT DEPENDS ON YOU : 1.DO YOU WANT TO HANDLE COMPLAINTS EXCEPTIONALLY? 2.ARE YOU LEARNING THE POSITIVE ATTITUDE TO FACE CUSTOMER COMPLAINTS?

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

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

DISARMING COMPLAINERS THANK HIM FOR COMPLAINING WHY?

DISARMING COMPLAINERS HE COULD HAVE SWITCHED LOYALTY THANK HIM FOR COMPLAINING

DISARMING -- HE MAY BE SATISFIED WITH YOUR ACTIONS HE MAY BECOME YOUR AMBASSADOR BUT HE NEEDS SERVICE

Handling Customer Complaints

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