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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

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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