1. BTCPPS:424, Introduction to
Customer Service Management
Customer Complaints
3/18/2022 Mr. SANCHAWA, DENIS H

2. Complaint: Definition and meaning
• Complaint is a dissatisfaction made by a
customer for not being satisfied with the
services, facilities or product of a service
provider
• It is an expression made to an organization,
related to its products, where a response or
resolution is explicitly or implicitly expected
3/18/2022 Mr. SANCHAWA, DENIS H

3. Sources of customers’ complaints
• Incomplete information
• Billing-wrong plan bill, not well explained or can
not be explained or some times bill not delivered
• Net work coverage issues
• Call barring due to not payment
• Long pending request
• Service EXECUTIVES incapable to understand and
explain
3/18/2022 Mr. SANCHAWA, DENIS H

4. Sources of Customer Complaints
• No assurance of service
• Difference in communication
• No permanent solution only temporally
solutions are provide
3/18/2022 Mr. SANCHAWA, DENIS H

5. Some guidelines for dealing with
customer complaints
Try to view the world from the customer’s
perspective.
 Realise that no matter how good your
product or service may be, difficulties or
complaints will still arise.
Have a learning philosophy which views
complaints as positive input for improvement
3/18/2022 Mr. SANCHAWA, DENIS H

6. Some guidelines for dealing with
customer complaints
Develop a written customer service policy.
 Use the complaint as an opportunity to show
the client further exceptional service beyond
what they expected.
 Help to maintain the dignity of the client.
3/18/2022 Mr. SANCHAWA, DENIS H

7. How to deal with customers
complaints?
Tools: Provide staff better tools to serve customers e.g develop a computer based
plan matching tool for sales staff
Training: Provide better staff training(e.g train point of sale representatives so they
know which plans match different customers needs)
Policies: Establishes policies to improve staff responsiveness to customer needs( e.g.
allocate authority to enable CSRs to amend customer accounts)
Process: Create management process that lead to more favorable auto comes(e.g.
implement process to monitor and manage credit risk subscribers
System: Build IT systems that improve speed and efficiency (e.g. enhance CSRs Call
Centers interface to facilitate faster call resolution)
Structure: Adjust the organisation structure to better match customer requirements
(e.g enable information sharing among customers.
Incentives : Introduce incentives to align behavior with objectives(e.g. provide
dealers with incentives to engage in retention marketing)
Measures: Craft measures the accurately gauge performance (e.g increase weighting
of call monitoring stores in CSR measures)
3/18/2022 Mr. SANCHAWA, DENIS H

8. Effects of customer complaints
• Improved procedures
• Elimination of product defect
• More skillful customer service behavior
• Higher performance standards
• Customer- focused management
3/18/2022 Mr. SANCHAWA, DENIS H

9. Handling COMPLAINTS
1. Appreciate/Thank the customer for sharing
the complaint
2. Apologize for the error / mistake /
inconvenience.
3. Listen actively and nod from time to time
showing interest
4. Show Empathy – Put yourself in the
customer’s place
3/18/2022 Mr. SANCHAWA, DENIS H

10. Handling COMPLAINTS
5.Resolve, if it is within your control.
6.If not solved immediately, take down the
customer’s details (name, telephone number,
address) to contact with the solution
7.Do follow up till the customer is satisfied
REMEMBER: Don’t take customers’ complaints
personally
3/18/2022 Mr. SANCHAWA, DENIS H

11. Responding to customers REQUEST
• Be sure to understand the question or request
before responding.
• Be sure the information you provide is
accurate and current. If you are unsure, advise
the customer you will need to get back to him.
Specify time frame.
• Do not promise or simply something will be
done if it is outside your ability to provide.
3/18/2022 Mr. SANCHAWA, DENIS H