This document discusses effective techniques for handling customer complaints. It begins by defining complaints and explaining why most unhappy customers do not return. It then emphasizes that complaints are opportunities to improve customer satisfaction and loyalty. The document outlines different types of complainers and describes the LAST approach to resolving complaints by listening, apologizing, solving the issue, and thanking the customer. It also provides tips for effective communication and behaviors to avoid when handling angry customers. Specific guidance is offered for dealing with complaints about products, services, environment, team members, or written complaints. The key lessons are to take ownership, act immediately, identify causes, document issues, and follow up to build customer loyalty.

1. Complaint Handling
By –Nilesh Padhye

2. Complaint Handling

3. The Nine Stars Exercise

4. Objectives
By the end of this module you will be able :
Explain the nature of
complaints
List and describe the
different types of
complaints
List different
complainers and how
to communicate with
them
Describe ways to
resolve complaints
using the LAST
sequence
Explain the process for
documenting
complaints and giving
feedback
Describe ways to build
customer loyalty
through effective
complaint handling

5. Definition of Complaint

6. Why do Guests not return?
Personal
Attitude
Price
Other Contacts
Move away
Die 1%
3%
5%
Merchandise
9%
14%
68%

7. Welcoming Complaints
Complaint Improvement
Satisfied
Customer
Improved
Business

8. Complaints are Opportunities to…
Evaluate how well you
are doing
Identify weak points in
your systems and
processes and put
them right
See situations from the
customer’s point of
view
Improve customer
satisfaction
Create long-term
loyalty

9. Activity
Reasons for the complaint
Possible solutions
Common complaints that you face in your day to day work

10. Different Types of Complainers

11. Types of Complainers
 They openly
display their
anger
 They can be
intimidating
 They want and
need to be
noticed
 They don’t say
anything; they
simply don’t return
 They pass on the
bad news to others
 They make up the
majority of
unhappy customers
or guests
 They are full of useful
ideas for change
 They address their
problem to the
business in a calm
rational manner
 They allow an
organization to see
and ‘repair’ problems

12. LAST Approach to handling
complaints
L
Listen Attentively
A
Apologize & Empathize
S
Solve the issue on hand
(Solution provided)
T
Thank the Guest

13. Activity
Act out in your previous groups any one of the
complaints that you mentioned – Using the
LAST Sequence of handling complaints

14. Taking responsibility

15. Dealing with complaints
Stay positive
Respond
quickly
Offer
personalised
service
Take
ownership
without
blaming
others or the
organisation
Follow up

16. Managing Effective Communication
Clear
and calm
voice
Speak
normally
Body
language
•Eye contact
•Calm facial expressions
•Calm, friendly gestures
•Professional posture
•Concerned and interested
Involve
the guest
Managing
Effective
Communication

17. Behaviors to Avoid
• Forceful hand
gestures
• Entering
guest’s
personal space
• Defensive body
language
• Raising your
voice
• Bad language
• Confrontational
situations

18. Solving complaints
Win - Win
our guests are happy and so is
the Management….. 

19. Dealing with Specific Complaints
Product &
Service
If quality is below
standard, then
rectify
If standard is met,
explain and offer
alternatives
Environment
Find a solution
that is acceptable
for our guest
If no solution,
explain and
apologize
Team
members
Do not blame the
associate in front
of the guest
Talk to associate
or concerning
manager in
private
Written
Do not get upset
that the guest did
not speak to you
directly
Investigate the
reasons
Cooperate in
finding a solution

20. Efficient Work Practice
Immediate
action
Identify the
cause
Document it
Follow up

21. Always Remember…
If we don’t take care of our
customers someone else will.

22. QUESTIONS?