SlideShare a Scribd company logo
1 of 13
Turning Customer Complaints
         into Loyalty
Facts


Complaints happen, so accept them!
Complaints contain very valuable
information.
When customers complain, they have their
reasons to do so, even if, at first, you do not
understand the logic behind the complaint.
Handling a complaint properly will always
cost your company much less (10-20 times)
than losing the customer.
Complaints are very useful


It is feedback to you about the performance of your
product/service.
It is a signal for action.
It is a customer helping you by giving you a second
chance!
Objectives of this program


Learn how to understand the customer’s
problem.
Learn how to not escalate into a conflict.
Learn how to move from an negative and
emotional situation to a constructive and
rational one.
Handle the complaint into an acceptable
solution.
Create the conditions for a next sale.
Our 5-step approach


To achieve these objectives, we will carry out
with you the following steps:

 Step 1: Review of your current situation.
 Step 2: Identifying the areas for improvement.
 Step 3: Defining the actions and the
procedures.
 Step 4: Implementation.
 Step 5: Follow-up.
Review of current situation


 Review with VP sales, Sales Managers and
 Customer Service Managers.
 Analysis of complaints:
  – Cause
  – Customers
  – Frequency and level of recurrence
• Monitoring systems.
Identifying the areas of improvement


Identifying weaknesses and strengths areas.
Complaint score chart.
Quantifying the cost of complaints.
Defining the actions and the procedures


 From the score chart, action list:
  – Per cause
  – Per customer/customer group
• Complaint cost analysis and complaint
  setting up the cost reduction plan.
• Setting up the Improved Customer
  Satisfaction plan.
• The 4-level communication model.
Implementation and follow-up


Setting up the procedures
In-house staff training for the 6 steps of
effective complaint handling.
Complaint Monitoring System
Developing the proactive customer service
approach.
Getting the customer’s appreciation and next
sale.
Follow-up


Within 3 months after implementation, we will
review the progress made.
If necessary, corrective actions will be taken
to insure the proper implementation of the
action plan.
Remember


The customers pay your salary and advertise
for you!
  Keep them satisfied!
  Get more satisfied customers!
  Work on reputation!
Interested?




Then there will be not complaint when you contact
                       us at:
          info@happyfuturegroup.com
Turning Customer Complaints into Loyalty

More Related Content

What's hot

Customer complaints management system
Customer complaints management systemCustomer complaints management system
Customer complaints management systemjeanet10
 
Customer complaint handling - CRM
Customer complaint handling - CRMCustomer complaint handling - CRM
Customer complaint handling - CRMVinay Gaba
 
Simple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfactionSimple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfactionHandleMyComplaint
 
Customer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin SebastianCustomer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin SebastianJostin Panthrandil
 
Effective complants handling
Effective complants handlingEffective complants handling
Effective complants handlingDr. Sunil Kumar
 
Customer Complaint Management
Customer Complaint ManagementCustomer Complaint Management
Customer Complaint ManagementFaakor Agyekum
 
TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...
TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...
TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...SRI SAIRAM INSTITUTE OF TECHNOLOGY, CHENNAI
 
How to keep a customer complaint log – and why!
How to keep a customer complaint log – and why!How to keep a customer complaint log – and why!
How to keep a customer complaint log – and why!Justine Parsons
 
CUSTOMER SERVICE
CUSTOMER SERVICECUSTOMER SERVICE
CUSTOMER SERVICEBam Ramirez
 
Customer Focus by Ivan Kravchenko, EPAM Systems
Customer Focus by Ivan Kravchenko, EPAM SystemsCustomer Focus by Ivan Kravchenko, EPAM Systems
Customer Focus by Ivan Kravchenko, EPAM SystemsMaksim Artsiomenka
 
Measuring Customer Satisfaction
Measuring Customer SatisfactionMeasuring Customer Satisfaction
Measuring Customer SatisfactionMARY MALASZEK
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention StrategyAvinash Kumar
 
Customer Feedback Management
Customer Feedback ManagementCustomer Feedback Management
Customer Feedback Managementjudith obi
 

What's hot (17)

Customer complaints management system
Customer complaints management systemCustomer complaints management system
Customer complaints management system
 
Customer complaint handling - CRM
Customer complaint handling - CRMCustomer complaint handling - CRM
Customer complaint handling - CRM
 
Customer handling
Customer handlingCustomer handling
Customer handling
 
Moment of truth
Moment of truthMoment of truth
Moment of truth
 
Simple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfactionSimple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfaction
 
Customer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin SebastianCustomer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin Sebastian
 
Effective complants handling
Effective complants handlingEffective complants handling
Effective complants handling
 
Golden rules of complaints handling
Golden rules of complaints handlingGolden rules of complaints handling
Golden rules of complaints handling
 
Customer Complaint Management
Customer Complaint ManagementCustomer Complaint Management
Customer Complaint Management
 
TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...
TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...
TQM - CUSTOMER COMPLAINT/FEEDBACK - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE O...
 
How to keep a customer complaint log – and why!
How to keep a customer complaint log – and why!How to keep a customer complaint log – and why!
How to keep a customer complaint log – and why!
 
CUSTOMER SERVICE
CUSTOMER SERVICECUSTOMER SERVICE
CUSTOMER SERVICE
 
Customer Focus by Ivan Kravchenko, EPAM Systems
Customer Focus by Ivan Kravchenko, EPAM SystemsCustomer Focus by Ivan Kravchenko, EPAM Systems
Customer Focus by Ivan Kravchenko, EPAM Systems
 
Measuring Customer Satisfaction
Measuring Customer SatisfactionMeasuring Customer Satisfaction
Measuring Customer Satisfaction
 
Customer Classification
Customer Classification Customer Classification
Customer Classification
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention Strategy
 
Customer Feedback Management
Customer Feedback ManagementCustomer Feedback Management
Customer Feedback Management
 

Viewers also liked

Handling Customer Complaints
Handling  Customer ComplaintsHandling  Customer Complaints
Handling Customer ComplaintsKaruna Parmar
 
Complaint handling
Complaint handlingComplaint handling
Complaint handlingnilesh p
 
Customer complaints are important
Customer complaints are importantCustomer complaints are important
Customer complaints are importantPatt Timlin
 
Тайный покупатель. Оценка качества сервиса. Казань, Россия
Тайный покупатель. Оценка качества сервиса. Казань, РоссияТайный покупатель. Оценка качества сервиса. Казань, Россия
Тайный покупатель. Оценка качества сервиса. Казань, РоссияВалентина Тютерева
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience ManagementTorbjørn Sitre
 
Качество обслуживания — управление взаимодействием с пользователем
Качество обслуживания — управление взаимодействием с пользователемКачество обслуживания — управление взаимодействием с пользователем
Качество обслуживания — управление взаимодействием с пользователемEricsson Russia
 
Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?
Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?
Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?Natalia Eremeeva
 
Effective Communication in Customer Service
Effective Communication in Customer ServiceEffective Communication in Customer Service
Effective Communication in Customer ServiceAwara Eduhouse Training
 
Customer Experience Management Marketing&Loyalty
Customer Experience Management  Marketing&LoyaltyCustomer Experience Management  Marketing&Loyalty
Customer Experience Management Marketing&Loyaltyantonella Buonagurio
 
Построение системы безупречного сервиса
Построение системы безупречного сервисаПостроение системы безупречного сервиса
Построение системы безупречного сервисаProfi-Cariera
 
Требуйте, чтобы на Вас жаловались!
Требуйте, чтобы на Вас жаловались!Требуйте, чтобы на Вас жаловались!
Требуйте, чтобы на Вас жаловались!Алексей Ярцев
 
Complaints handling
Complaints handlingComplaints handling
Complaints handlingBismah Adam
 
Customer experience management
Customer experience managementCustomer experience management
Customer experience managementvcuniversity
 

Viewers also liked (20)

Handling Customer Complaints
Handling  Customer ComplaintsHandling  Customer Complaints
Handling Customer Complaints
 
Complaint handling
Complaint handlingComplaint handling
Complaint handling
 
Customer complaints are important
Customer complaints are importantCustomer complaints are important
Customer complaints are important
 
Bring back that loving feeling
Bring back that loving feelingBring back that loving feeling
Bring back that loving feeling
 
Тайный покупатель. Оценка качества сервиса. Казань, Россия
Тайный покупатель. Оценка качества сервиса. Казань, РоссияТайный покупатель. Оценка качества сервиса. Казань, Россия
Тайный покупатель. Оценка качества сервиса. Казань, Россия
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
 
Качество обслуживания — управление взаимодействием с пользователем
Качество обслуживания — управление взаимодействием с пользователемКачество обслуживания — управление взаимодействием с пользователем
Качество обслуживания — управление взаимодействием с пользователем
 
Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?
Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?
Зачем компаниям "агент сервиса" и почему сервис похож на ремонт?
 
Effective Communication in Customer Service
Effective Communication in Customer ServiceEffective Communication in Customer Service
Effective Communication in Customer Service
 
Customer Experience Management Marketing&Loyalty
Customer Experience Management  Marketing&LoyaltyCustomer Experience Management  Marketing&Loyalty
Customer Experience Management Marketing&Loyalty
 
Cem jewel
Cem jewelCem jewel
Cem jewel
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
 
TQM
TQMTQM
TQM
 
Построение системы безупречного сервиса
Построение системы безупречного сервисаПостроение системы безупречного сервиса
Построение системы безупречного сервиса
 
Stratford CEM
Stratford CEMStratford CEM
Stratford CEM
 
Требуйте, чтобы на Вас жаловались!
Требуйте, чтобы на Вас жаловались!Требуйте, чтобы на Вас жаловались!
Требуйте, чтобы на Вас жаловались!
 
Customer complaints
Customer complaintsCustomer complaints
Customer complaints
 
Complaints handling
Complaints handlingComplaints handling
Complaints handling
 
CEM
CEMCEM
CEM
 
Customer experience management
Customer experience managementCustomer experience management
Customer experience management
 

Similar to Turning Customer Complaints into Loyalty

NCV 4 Personal Assistance Hands-On Support - Module 4
NCV 4 Personal Assistance Hands-On Support - Module 4NCV 4 Personal Assistance Hands-On Support - Module 4
NCV 4 Personal Assistance Hands-On Support - Module 4Future Managers
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfactionKomal Sharma
 
customer satisfaction.pdf
customer satisfaction.pdfcustomer satisfaction.pdf
customer satisfaction.pdfMalliesh Waran
 
Customer focus - customer satisfaction , customer delight & customer complain...
Customer focus - customer satisfaction , customer delight & customer complain...Customer focus - customer satisfaction , customer delight & customer complain...
Customer focus - customer satisfaction , customer delight & customer complain...Akshay Trivedi , Maliba Pharmacy College
 
Crm for manufacturing
Crm for manufacturingCrm for manufacturing
Crm for manufacturingZero2Ten
 
Successful Customer Communications Strategies in 8 Steps and 2 Case Studies
Successful Customer Communications Strategies in 8 Steps and 2 Case StudiesSuccessful Customer Communications Strategies in 8 Steps and 2 Case Studies
Successful Customer Communications Strategies in 8 Steps and 2 Case StudiesVivastream
 
Customer relations
Customer relationsCustomer relations
Customer relationsAbid Kakar
 
Principle #5 mechanisms for redress of grievances to post
Principle #5   mechanisms for redress of grievances to postPrinciple #5   mechanisms for redress of grievances to post
Principle #5 mechanisms for redress of grievances to postjpattee
 
Total Quality Management
Total Quality ManagementTotal Quality Management
Total Quality ManagementAneel Raza
 
CX Service and Quality Mgt. Credits to the rightful owners of the information...
CX Service and Quality Mgt. Credits to the rightful owners of the information...CX Service and Quality Mgt. Credits to the rightful owners of the information...
CX Service and Quality Mgt. Credits to the rightful owners of the information...GAGAYObera
 
Customer Claims Management: A New Paradigm
Customer Claims Management:  A New ParadigmCustomer Claims Management:  A New Paradigm
Customer Claims Management: A New ParadigmPECB
 
Quality Management
Quality ManagementQuality Management
Quality ManagementAya Badr
 
4 Techniques to Succeed in Retaining your Customers
4 Techniques to Succeed in Retaining your Customers4 Techniques to Succeed in Retaining your Customers
4 Techniques to Succeed in Retaining your CustomersM-Connect Media
 

Similar to Turning Customer Complaints into Loyalty (20)

Customer Focus on Service
Customer Focus on ServiceCustomer Focus on Service
Customer Focus on Service
 
Report in-tqm
Report in-tqmReport in-tqm
Report in-tqm
 
Sm 12
Sm 12Sm 12
Sm 12
 
NCV 4 Personal Assistance Hands-On Support - Module 4
NCV 4 Personal Assistance Hands-On Support - Module 4NCV 4 Personal Assistance Hands-On Support - Module 4
NCV 4 Personal Assistance Hands-On Support - Module 4
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
 
Atsi
AtsiAtsi
Atsi
 
customer satisfaction.pdf
customer satisfaction.pdfcustomer satisfaction.pdf
customer satisfaction.pdf
 
Customer focus - customer satisfaction , customer delight & customer complain...
Customer focus - customer satisfaction , customer delight & customer complain...Customer focus - customer satisfaction , customer delight & customer complain...
Customer focus - customer satisfaction , customer delight & customer complain...
 
Crm for manufacturing
Crm for manufacturingCrm for manufacturing
Crm for manufacturing
 
Successful Customer Communications Strategies in 8 Steps and 2 Case Studies
Successful Customer Communications Strategies in 8 Steps and 2 Case StudiesSuccessful Customer Communications Strategies in 8 Steps and 2 Case Studies
Successful Customer Communications Strategies in 8 Steps and 2 Case Studies
 
Customer relations
Customer relationsCustomer relations
Customer relations
 
Service Marketing
Service MarketingService Marketing
Service Marketing
 
Principle #5 mechanisms for redress of grievances to post
Principle #5   mechanisms for redress of grievances to postPrinciple #5   mechanisms for redress of grievances to post
Principle #5 mechanisms for redress of grievances to post
 
Total Quality Management
Total Quality ManagementTotal Quality Management
Total Quality Management
 
CX Service and Quality Mgt. Credits to the rightful owners of the information...
CX Service and Quality Mgt. Credits to the rightful owners of the information...CX Service and Quality Mgt. Credits to the rightful owners of the information...
CX Service and Quality Mgt. Credits to the rightful owners of the information...
 
9 29[1]
9 29[1]9 29[1]
9 29[1]
 
Thc 3 unit 2 customer focus
Thc 3 unit 2 customer focusThc 3 unit 2 customer focus
Thc 3 unit 2 customer focus
 
Customer Claims Management: A New Paradigm
Customer Claims Management:  A New ParadigmCustomer Claims Management:  A New Paradigm
Customer Claims Management: A New Paradigm
 
Quality Management
Quality ManagementQuality Management
Quality Management
 
4 Techniques to Succeed in Retaining your Customers
4 Techniques to Succeed in Retaining your Customers4 Techniques to Succeed in Retaining your Customers
4 Techniques to Succeed in Retaining your Customers
 

More from Christophe Pelletier

Mission Zero Waste - Cleaning up your operation
Mission Zero Waste - Cleaning up your operationMission Zero Waste - Cleaning up your operation
Mission Zero Waste - Cleaning up your operationChristophe Pelletier
 
Food Value Chains - Developing strong market-driven partnerships
Food Value Chains - Developing strong market-driven partnershipsFood Value Chains - Developing strong market-driven partnerships
Food Value Chains - Developing strong market-driven partnershipsChristophe Pelletier
 
Sustainability : Back To The Future Or Forward To The Past?
Sustainability : Back To The Future Or Forward To The Past?Sustainability : Back To The Future Or Forward To The Past?
Sustainability : Back To The Future Or Forward To The Past?Christophe Pelletier
 
Why Not?... Innovation and shaping the future
Why Not?... Innovation and shaping the futureWhy Not?... Innovation and shaping the future
Why Not?... Innovation and shaping the futureChristophe Pelletier
 
What If?... Adapting and shaping the future
What If?... Adapting and shaping the futureWhat If?... Adapting and shaping the future
What If?... Adapting and shaping the futureChristophe Pelletier
 
Twelve Trends For The Future Of Food Production
Twelve Trends For The Future Of Food ProductionTwelve Trends For The Future Of Food Production
Twelve Trends For The Future Of Food ProductionChristophe Pelletier
 
Financial Confidence: The first step towards financial independence
Financial Confidence: The first step towards financial independenceFinancial Confidence: The first step towards financial independence
Financial Confidence: The first step towards financial independenceChristophe Pelletier
 
Happy At Work: Better Performance & Higher Fulfillment
Happy At Work: Better Performance & Higher FulfillmentHappy At Work: Better Performance & Higher Fulfillment
Happy At Work: Better Performance & Higher FulfillmentChristophe Pelletier
 
The 3-Year Life Plan: Shaping your life around your values
The 3-Year Life Plan: Shaping your life around your valuesThe 3-Year Life Plan: Shaping your life around your values
The 3-Year Life Plan: Shaping your life around your valuesChristophe Pelletier
 
The Cohesive Cross-Department Team
The Cohesive Cross-Department TeamThe Cohesive Cross-Department Team
The Cohesive Cross-Department TeamChristophe Pelletier
 
Know Your Competitors... and Beat Them!
Know Your Competitors... and Beat Them!Know Your Competitors... and Beat Them!
Know Your Competitors... and Beat Them!Christophe Pelletier
 
Time Management & Personal Organization
Time Management & Personal OrganizationTime Management & Personal Organization
Time Management & Personal OrganizationChristophe Pelletier
 

More from Christophe Pelletier (15)

Mission Zero Waste - Cleaning up your operation
Mission Zero Waste - Cleaning up your operationMission Zero Waste - Cleaning up your operation
Mission Zero Waste - Cleaning up your operation
 
Food Value Chains - Developing strong market-driven partnerships
Food Value Chains - Developing strong market-driven partnershipsFood Value Chains - Developing strong market-driven partnerships
Food Value Chains - Developing strong market-driven partnerships
 
Food Security: A Work in Progress
Food Security: A Work in ProgressFood Security: A Work in Progress
Food Security: A Work in Progress
 
Sustainability : Back To The Future Or Forward To The Past?
Sustainability : Back To The Future Or Forward To The Past?Sustainability : Back To The Future Or Forward To The Past?
Sustainability : Back To The Future Or Forward To The Past?
 
Why Not?... Innovation and shaping the future
Why Not?... Innovation and shaping the futureWhy Not?... Innovation and shaping the future
Why Not?... Innovation and shaping the future
 
What If?... Adapting and shaping the future
What If?... Adapting and shaping the futureWhat If?... Adapting and shaping the future
What If?... Adapting and shaping the future
 
Twelve Trends For The Future Of Food Production
Twelve Trends For The Future Of Food ProductionTwelve Trends For The Future Of Food Production
Twelve Trends For The Future Of Food Production
 
Financial Confidence: The first step towards financial independence
Financial Confidence: The first step towards financial independenceFinancial Confidence: The first step towards financial independence
Financial Confidence: The first step towards financial independence
 
Happy At Work: Better Performance & Higher Fulfillment
Happy At Work: Better Performance & Higher FulfillmentHappy At Work: Better Performance & Higher Fulfillment
Happy At Work: Better Performance & Higher Fulfillment
 
The 3-Year Life Plan: Shaping your life around your values
The 3-Year Life Plan: Shaping your life around your valuesThe 3-Year Life Plan: Shaping your life around your values
The 3-Year Life Plan: Shaping your life around your values
 
The Cohesive Cross-Department Team
The Cohesive Cross-Department TeamThe Cohesive Cross-Department Team
The Cohesive Cross-Department Team
 
Know Your Competitors... and Beat Them!
Know Your Competitors... and Beat Them!Know Your Competitors... and Beat Them!
Know Your Competitors... and Beat Them!
 
Positive Self Motivation
Positive Self MotivationPositive Self Motivation
Positive Self Motivation
 
Time Management & Personal Organization
Time Management & Personal OrganizationTime Management & Personal Organization
Time Management & Personal Organization
 
Attracting & Retaining Talent
Attracting & Retaining TalentAttracting & Retaining Talent
Attracting & Retaining Talent
 

Recently uploaded

Financial-Statement-Analysis-of-Coca-cola-Company.pptx
Financial-Statement-Analysis-of-Coca-cola-Company.pptxFinancial-Statement-Analysis-of-Coca-cola-Company.pptx
Financial-Statement-Analysis-of-Coca-cola-Company.pptxsaniyaimamuddin
 
Kenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith PereraKenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith Pereraictsugar
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxShruti Mittal
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Anamaria Contreras
 
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...ssuserf63bd7
 
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCRashishs7044
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environmentelijahj01012
 
International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...ssuserf63bd7
 
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607dollysharma2066
 
APRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfAPRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfRbc Rbcua
 
Organizational Structure Running A Successful Business
Organizational Structure Running A Successful BusinessOrganizational Structure Running A Successful Business
Organizational Structure Running A Successful BusinessSeta Wicaksana
 
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCRashishs7044
 
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdfNewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdfKhaled Al Awadi
 
Ten Organizational Design Models to align structure and operations to busines...
Ten Organizational Design Models to align structure and operations to busines...Ten Organizational Design Models to align structure and operations to busines...
Ten Organizational Design Models to align structure and operations to busines...Seta Wicaksana
 
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaon
Call Us 📲8800102216📞 Call Girls In DLF City GurgaonCall Us 📲8800102216📞 Call Girls In DLF City Gurgaon
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaoncallgirls2057
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...Operational Excellence Consulting
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxmbikashkanyari
 
Guide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFGuide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFChandresh Chudasama
 

Recently uploaded (20)

Financial-Statement-Analysis-of-Coca-cola-Company.pptx
Financial-Statement-Analysis-of-Coca-cola-Company.pptxFinancial-Statement-Analysis-of-Coca-cola-Company.pptx
Financial-Statement-Analysis-of-Coca-cola-Company.pptx
 
Kenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith PereraKenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith Perera
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptx
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.
 
Japan IT Week 2024 Brochure by 47Billion (English)
Japan IT Week 2024 Brochure by 47Billion (English)Japan IT Week 2024 Brochure by 47Billion (English)
Japan IT Week 2024 Brochure by 47Billion (English)
 
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
 
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environment
 
International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...
 
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
 
Call Us ➥9319373153▻Call Girls In North Goa
Call Us ➥9319373153▻Call Girls In North GoaCall Us ➥9319373153▻Call Girls In North Goa
Call Us ➥9319373153▻Call Girls In North Goa
 
APRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfAPRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdf
 
Organizational Structure Running A Successful Business
Organizational Structure Running A Successful BusinessOrganizational Structure Running A Successful Business
Organizational Structure Running A Successful Business
 
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
 
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdfNewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdf
 
Ten Organizational Design Models to align structure and operations to busines...
Ten Organizational Design Models to align structure and operations to busines...Ten Organizational Design Models to align structure and operations to busines...
Ten Organizational Design Models to align structure and operations to busines...
 
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaon
Call Us 📲8800102216📞 Call Girls In DLF City GurgaonCall Us 📲8800102216📞 Call Girls In DLF City Gurgaon
Call Us 📲8800102216📞 Call Girls In DLF City Gurgaon
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
 
Guide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFGuide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDF
 

Turning Customer Complaints into Loyalty

  • 2. Facts Complaints happen, so accept them! Complaints contain very valuable information. When customers complain, they have their reasons to do so, even if, at first, you do not understand the logic behind the complaint. Handling a complaint properly will always cost your company much less (10-20 times) than losing the customer.
  • 3. Complaints are very useful It is feedback to you about the performance of your product/service. It is a signal for action. It is a customer helping you by giving you a second chance!
  • 4. Objectives of this program Learn how to understand the customer’s problem. Learn how to not escalate into a conflict. Learn how to move from an negative and emotional situation to a constructive and rational one. Handle the complaint into an acceptable solution. Create the conditions for a next sale.
  • 5. Our 5-step approach To achieve these objectives, we will carry out with you the following steps: Step 1: Review of your current situation. Step 2: Identifying the areas for improvement. Step 3: Defining the actions and the procedures. Step 4: Implementation. Step 5: Follow-up.
  • 6. Review of current situation Review with VP sales, Sales Managers and Customer Service Managers. Analysis of complaints: – Cause – Customers – Frequency and level of recurrence • Monitoring systems.
  • 7. Identifying the areas of improvement Identifying weaknesses and strengths areas. Complaint score chart. Quantifying the cost of complaints.
  • 8. Defining the actions and the procedures From the score chart, action list: – Per cause – Per customer/customer group • Complaint cost analysis and complaint setting up the cost reduction plan. • Setting up the Improved Customer Satisfaction plan. • The 4-level communication model.
  • 9. Implementation and follow-up Setting up the procedures In-house staff training for the 6 steps of effective complaint handling. Complaint Monitoring System Developing the proactive customer service approach. Getting the customer’s appreciation and next sale.
  • 10. Follow-up Within 3 months after implementation, we will review the progress made. If necessary, corrective actions will be taken to insure the proper implementation of the action plan.
  • 11. Remember The customers pay your salary and advertise for you! Keep them satisfied! Get more satisfied customers! Work on reputation!
  • 12. Interested? Then there will be not complaint when you contact us at: info@happyfuturegroup.com