The document discusses customer service dynamics, highlighting that a significant percentage of dissatisfied customers do not complain and won't return. It outlines strategies for handling complaints effectively, emphasizing empathy, active listening, and involving customers in solutions. Additionally, it points out that increased customer satisfaction can lead to higher revenue.

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Who is our Customers ?
1. External Customers
2. Internal Customers

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Types Of Customers

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•5-10% customers are interested in lodging complaints
•90-95% of customers who are dissatisfied with service
don't complain -.
•85-90% of those customers will not come back
•Every 27th complaint is taken for action.
•68% customers get bad response from the staff
•Solved complaints makes customers 26% more loyal
•Less than 50% customers assume that they will get
response on the same day
•1% increased satisfaction causes 4% extra in revenue.

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An Effective Approach to deal with Complaints
Pitfalls
The two most common areas in which companies fall
down in the above, are at stages 1 and 4.

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Activity

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Handle Difficult Customers and Situations.
1. Empathize
2. Stay objective and don’t take it personally.
3. Listen attentively and show you are listening.
4. Write Down all problems carefully. (Important)
5. Take responsibility and show urgency.
6. Involve the customer in the solution.
7. Take time to discuss with your team
8. Provide an action plan with all options.
9. Obtain final agreement on the solution.
10.Implement the agreed solution.
11.Follow up with customer

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Convince Chronic Customers You Can and Will Do
Something to Solve Their Problem.

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Develop Alternatives
• Create a list of probable fixes.
• View the problem from a different angle.
Analyze and Select a Solution
• Detail the pros and cons of each option.
• Delete mismatched or undesirable options.
• Select one or two best solutions.

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Thank You