This document discusses how to properly implement a complaint-recovery strategy. It defines a complaint as anything that lets someone know their needs have not been met. Complaints are not always bad, as resolving them satisfactorily builds customer loyalty. The complaint-recovery process involves creating an accommodation strategy, training employees to listen empathetically and apologize, offering solutions, and learning from mistakes through surveys. Proper employee training is key, and strategies must be tested and adapted based on customer feedback.

1. Complaint-Recovery
 In this presentation, I will describe and explain how to
properly design and execute a “complaint-recovery”
strategy.

2. Complaint-Recovery
 What is the complaint-recovery process?
- a process associated with resolving complaints
Main focus of Complaint-Resolution Process

3. What is a complaint?
 Complaint – anything or everything that someone does to
let someone else know that they’re needs have not been
met.

4. Complaint
 Complaints are not always a bad thing.
- people who complain want to be satisfied; and if you do it
right, those same people who complained to you earlier,
will come back later.

5. Complaint
 Take Walmart for example
- has a policy saying that they will replace anything that
was bought from there store that is broken or defective,
as long as they have it in stock, hassle-free.
- you need no receipt (in most locations)

6. Complaint
 My experience with Walmart
- I returned a product that was defective.
- no resistance
- no questions asked

7. Complaint-Recovery
 Process involves:
- creating a strategy
- training employees
- implementing strategy
- learning from mistakes

8. Creating a strategy
 Accommodation is the best strategy.
- figure out problem
- give what they want or possible alternative

9. Training Employees
 Training your employees is the single most important
aspect in resolving and recovering from complaints.
- they represent company
- first person to meet with complainant

10. Training Employees
 Train your employees to be empathetic
- give a soft, soothing apology

11. Training Employees
 Train to listen by communication
- ask questions to discuss the problem
- listen to what the customer is saying
- but do not interrupt or become defensive

12. Training Employees
 Thank and Apologize
- thank customer for talking to you
- APOLOGIZE, again

13. Training Employees
 Offer solution
- give the customer what they want or possible alternative

14. Training Employees
 Make sure that during training you create possible
situations for the employees.
Like exercises, examples, etc.

15. Implementing Strategy
 Properly executing strategy will be easy if employees
know what they are supposed to do (proper training).

16. Learning From Mistakes
 Strategy will not always work.
- must focus attention to those who are not affected by
strategy
- learn through surveys, letters, etc

17. Learning From Mistakes
 Annual Customer Satisfaction Surveys
- one way to find out what customers think of your
products/services.

18. Learning From Mistakes
 Ex. Cheung Kong Holdings Goodwell Property
Management
- winners of Hong Kong Management Association 2001
Quality Award
- adopted “customer suggestion promotions days”

19. Learning From Mistakes
 Performance Measurement Systems are another way to
understand, align, and improve performance.

20. Exercise(Question)
 John had a Playstation 2(PSX) on reserve at a local Sony
store. The day he took it home, the PSX did not cut on; it
was broken( possibly from shipping or mishandling at the
store). John comes into the store angry, yelling at the guy
to the register, “Where’s the manager?” To John’s surprise,
the guy at the register is the manager, which is you. What
do you do?

21. Exercise(Answer)
 First, you calmy ask John what the problem is.
- remember always to be kind, calm and curteous.
- if he continues to yell, continue to listen but assure him
that you can hear; but say it nicely so not to get him even
more upset.

22. Exercise(Answer)
 Second, ask John if he’s absolutely sure that something is
wrong with the system and it’s not something he might be
doing.
- now this might upset some people, so let him know that
it’s company policy to ask those type of questions.

23. Exercise(Answer)
 Third, make sure that you know whether or not the
problem can be resolved at that store.
- if the situation cannot be handled in the store, then you
assure John that his problem will be taken care of as soon
as possible and apologize for the trouble. Then refer to the
store’s policy on the situation.

24. Exercise(Answer)
- if the situation can be handled in the store, apologize to
John for his troubles and immediately replace the broken
product. Apologize to John again and assure him that if
any other problems arise, they will be taken care of at
once. (Because the PSX was so highly anticipated and
costs so much money, you might want to apologize again
and possibly offer some sort of certificate for Sony
products to show that you really are sorry).

25. Exercise(Answer)
 Lastly, you report the problem to your bosses so that they
can properly take care of the situation. The customer,
John, might not trust expensive Sony products any more,
so you should send him a letter of apology. You also
should send him a card to fill out to let Sony know how
their product is working, his feelings about purchasing
other Sony products, etc and send it back.

26. Conclusion
 This concludes my presentation. I hope that you have
learned something from these slides. Maybe I could have
helped out where one company might have fell short.
Always remember to focus on your customers, because
your customers pay the bills in more ways than one!