The Infographics series is one of the most popular collections on ManageTrainLearn. In the Skill Boosters section, you'll get 255 single slides packed with huge amounts of information. Hear what MTL customer, Indrani Narasimhan, says about them: "If you want short, sharp, effective and usable information, MTL's SkillBoosters are just the job! They contain up-to-date ideas that can be easily applied in the real world. Use them to support other learning and development materials to boost your awareness and capabilities. They're like a snack that keeps you going!". And, user, Mark Williams, says: "The MTL SkillBoosters I downloaded are simply superb. You call them SkillBoosters but I call them bundles of wisdom spread on a single sheet. I loved them and would like to have more."

1. CustomerComplaints
Turning DisasterintoTriumph
MTL Infographics
Skill
Boosters
72
Few of us like to
receive complaints
from customers. We
much prefer to
receive compliments.
But compliments,
nice as they are,are
likely only toconfirm
the status quo.They
encourage us torest
on our laurels.
Complaints, on the
other hand, give us
chance to find out
where wecan do
better. If we take
them the right way,
they can help us to
improvewhat we do
and, at the same
time, score a
customer caregoal.
Get feedback, not complaints. LikeJoe…
“Dear Customer, My name isJoe and I have just
completed the work on your car. I hope you are
happy with all aspects of my workmanship.
Should there be any points that you wish to
discuss, please ring our Service Reception and
they will get in touch with me.”
Surveys show that only 4% of
dissatisfied customers actually
complain. So each complaint is
really 25!
Surveys also show that a
dissatisfied customer who doesn't
complain, and so doesn't give us
the chance to put things right, will
go and tell an average of 10 others
how bad our service is.
There are 4 things a customer
complainer wants...
• to express their anger
• to know who has authority
• to not be ignored
• to have their problem resolved.
The mnemonic LASAGNE shows us how
to deal with a customer complaint.
1.L for Listen When you listen
attentively to the complainer, you find
out facts, feelings, and solutions.
2. A for Acknowledge their Importance
Defuse their anger by making them feel
that their complaint matters.
3. S for Show them You Understand
Check back with them that you
understand what the real problem is.
Don't argue, don't ignore anything, don't
belittle them.
4. A for Accept the Problem Join with
the customer to work out a solution. Say
something like, "What do you think we
should do?"
5.G for Get an Answer Do something
now to reassure the customer that
you're "on their case".
6. Now for Something Extra Doing
something extra is a way to tell a
customer that you're recompensing
them for their time and trouble. Extras
should be simple and cost nothing.
7. Enquire how You're Doing Last of all,
ask how they feel about your service
and if there's anything else you can do.
"I won't complain. I just won't come back." (Brown &WilliamsonTobacco Ad)
"Your most unhappy customers are your greatest source of learning." (BillGates)