1. - By Monika Dhoundiyal
Human Resource Department
Customer Communication &
Basic E-mail Etiquettes

2.  Why do customer complain
 Benefits of customer complaints
 Key skills required for dealing with
customer
 Common customer complains
 Basic of dealing with customer complaints
 Dealing with angry customers
 Responding to customer complaint email.
Table of content

3.  Expectations not met
 Broken promises
 Customer Interrogation
 Rudeness
 Suspicious about the organization
 Not paying attention to customer
Why do customer complain?

4.  Fewer mistakes and less time spent fixing them
 Improved product quality
 Better understanding of customers' needs
 Happier customers
 Greater customer loyalty
 More customers through word-of-mouth
advertising
 Less time and money spent attracting
customers
 Improving business reputation
 A healthier bottom line.
Benefits of customer complaints

5.  Communication Skill
 Listening Skill
 Problem Solving Skill
 Flexibility
 Initiative & Proactive
 Professionalism
 Task Orientation
 Friendly Attitude
 Empathy
Key skills required

6. Common customer complaints
 The employee helping was rude.
 Your staff doesn’t know what to do.
 You don’t seem to care.
 I haven’t heard a darn thing!
 I keep coming back with the same problem.
When will it get fixed?
 I keep getting shuffled from one person to the next.
 I bought your product but it doesn’t do what it’s supposed to do
 Your competitor offer to do this to me, why can’t you?

7. Basics of dealing with customers complaints
 Acknowledge the complain
 Listen attentively
 Ask questions
 Don’t make excuses
 Don’t blame the customer
 Educate the customer
 Empathize
 Own the problem
 Treat a complaint as an opportunity

8.  Use your ears more than mouth
 Stay objective. Don’t take anything personally
 Done be defensive
 Never argue
 Control your anger
 Own the problem
 Present a solution
 Involve the customer in solution
 Correct the issue
 Follow up
Dealing with angry customers

9.  Read the entire complaint properly
 Respond quickly without any delay
 Open your email with a thank you
 Apologize for the mistake
 Explain why or how the problem happened
 Offer solution with deadline
 Assurance
 Stick to deadlines
Responding to written complaints

10.  Be Concise and to the point.
 Answer all questions and pre-empt further
questions
 Use proper spelling and grammar & punctuation
 Do not attach unnecessary files
 Do not overuse Reply to All
 Use a meaningful subject
 Avoid using urgent & important
Basic Email Etiquettes

11.  Avoid long sentences
 Do not write in “CAPITALS”
 Use templates for frequently used responses.
 Use proper signature
Monika Dhoundiyal
Manager Human Resource
Hanna Equipments (India) Pvt. Ltd.
Office No. 3/4/5/6, Sector 7,
Kharghar, Navi Mumbai - 410 210
Mobile: +91 **********
Tel. +91-22-**********
Fax. +91-22-**********
Email ID: xyz@gmail.com
Monika Dhoundiyal
Manager Human Resource
Hanna Equipments (India) Pvt. Ltd.
Mobile: +91 **********
Tel. +91-22-**********
Email. xyz@gmail.com

12.  Answer swiftly
 Do not overuse the high priority option
 Don't leave out the message thread
 Add disclaimers to your emails
 Use your spell-checker
 Proofread the email before sending
 Take care with abbreviations and emotions
 Use cc & bcc: field sparingly
 Don’t discuss multiple subjects in a single message

13.  Listen
 Understand
 Elevate
 No Fighting
 Resolution
 Resolve
 Writing
 Learn
Squash Customer Complaint

14. Summary
Every complaint is an opportunity
 Listen to customer complaints
 Acknowledge the complaint
 Offer Solution
 Fix the problem
 Thank for complaint

15. What’s Your Message?
Thank You
Any Questions????