The document emphasizes the critical role of effective complaint management in enhancing customer satisfaction and retention. It reveals that acquiring new customers is significantly more expensive than maintaining existing ones, and dissatisfaction often leads to loss of trust and brand abandonment. Statistics indicate that poor customer service costs businesses billions annually and highlights the necessity for responsive, friendly service to retain customers.

1. Managing complaints in the process of building customer satisfaction.
Kongres Profesjonalistów IT, Dariusz Pitera, Rzeszów 27.10.2016
Interactive solutions

2. “All the studies known and reports of experienced salesmen point out the fact that an
unsatisfied client discourages more potential clients than the one satisfied brings.”
Władysław W. Gaworecki
1. Tourism. Warsaw: PWE 1997, p. 348

3. Why the complaint management process is so important ?

4. 2. http://blogs.clicksoftware.com/index/wp-content/uploads/sites/3/2014/07/infographic-Wait-Times-Could-Be-Costing-Americans-More-than-100-Billion.jpg
Statistically, during the year we spend 30,8h on making a complaint.

5. Why customer maintenance is so important ?
3. https://www.helpscout.net/75-customer-service-facts-quotes-statistics
Opportunity to sell the product
New customers Current customers

6. The share of Customer Service departments in customer retention
4. https://www.linkedin.com/pulse/what-cost-customer-acquisition-vs-retention-ian-kingwill
5. http://www.polskieradio.pl/111/1896/Artykul/903777,Gigantyczne-koszty-pozyskania-nowego-klienta
 Acquiring a new client costs the business 4
to 10 times more as keeping the current one
 63 percent of customers indicate that
customer service department is the most
important determinant in choosing products
and services
Why do most entrepreneurs lose
50% of customers in 5 years?
dissatisfaction with service or waiting time
lack of satisfaction with the product or customer service
transition to the competition
change of mind or relocation
91% of customers lose trust in the brand

7. Why do customers leave?
7. https://www.helpscout.net/75-customer-service-facts-quotes-statistics6. http://www.insightsquared.com/2015/04/100-customer-service-statistics-you-need-to-know
customers who share
bad experiences with
others
customers who abandoned
the purchase process due
to poor customer service
1 out of 5 customers make
complaints - others just leave
Users give the brand only 1 week to answer
questions before they stop cooperating with
them
It requires 12 positive experiences to
reward client’s bad one.

8. How quickly do customers expect replies to complaints?
8. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
The seller must respond to the customer’s complaint in 14 days.
Within 10 minutes Within 1 hour Within 1 day Within 3 days Within a week Within 28 days

9. Expectations vs reality

10. Precise response to the problem - the key to customer satisfaction
10. http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf
Users with poor customer
experience who leave a negative
comment on social media
Comments that remain
unanswered
Respondents satisfied with customer service
Respondents that left a positive comment

11. Bad customer service on the Internet

12. How to react to unexpected situations ?
Dedicated
contact
Has your order from October 17th
not been completed?

13. Business losses associated with poor customer service
13. http://www.hillway.pl/ekonomiczne-konsekwencje-zlej-obslugi-klienta-by-genesys
14. http://superbiz.se.pl/wiadomosci-biz/polski-handel-elektroniczny-warty-jest-34-miliardy-
 Companies in the world lose 338 billion USD in bad customer service.
 The cost of bad customer service in Poland is 38 Billion PLN per year which is almost
the worth of Polish e-commerce (34 billion PLN)
 Over 73% of consumers in Poland have decided not to continue the relationship with
the brand due to low quality of service.
11. https://www.desk.com/success-center/bad-customer-service
12. http://nf.pl/manager/obsluga-klienta-jeszcze-koszt-czy-juz-inwestycja,,53166,68

14. What makes customers want to work with a brand again ?
15. http://www.adweek.com/socialtimes/cost-bad-customer-service/497854
• 73% - friendly customer service department
• 55% - user’s ability to find the answer to the problem
• 36% - personalized approach to the customer
• 33% - brand reputation

15. IT system requirements

16. Self-service
16. http://blog.capterra.com/10-surprising-customer-service-stats-for-2016
 90% of customers require the brand to have a self-service portal
 75% of customers want to solve their problems by themselves
 60% of users require a self-service portal to be available by phone

17. 17. http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
How do users report online complaints ?
By website By phone Postal On the forum Use the brand
page on
Facebook
On Twitter Using other social
networking sites
I do not complain

18. What do customers need from Helpdesk systems ?
18. 2016 Best Customer Service – Webby Award Winner
Multi channel:
 E-mail
 Phone
 Live chat
 Video chat
 Facebook
 Twitter
 Mobile APPS
 Widget on the website

19. Kontrola czasu odpowiedzi
http://www.iabuk.net/sites/default/files/research-docs/IAB-and-Lightspeed-Research-UK_Social-Media.pdf
Examples of systems supporting Multi Channel

20. Are communication tools with the client enough?
19. https://pl.pinterest.com/pin/188729040613147099
20. www.salesforce.com/blog/2013/08/customer-service-stats.html
 42% of customer service staff are incapable of solving customer problems because of
inadequate internal systems, archaic IT solutions, lack of access to basic information
and too many applications to handle.
 80% of companies think they have a very good customer service department.
 Only 8% of customers think that companies are good at customer service.
Statistics:

21. Knowledge base

22. What if the process of handling a complaint is very complex ? - Workflow

23. Measuring response time - SLA

24. Measuring response time - SLA

25. Customer service - is it worth it?
21. www.groovehq.com/support/customer-service-statistics
22. winthecustomer.com/86-percent-of-u-s-adults-will-pay-more-for-a-better-customer-experience
 52% of users make more transactions with a given company after a positive experience
with the customer service department
 86% of users are willing to pay up to 25% more for better customer service
 On average, 1 satisfied customer will tell 9 other people about the company

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