This document provides guidance on effectively handling customer complaints. It begins by defining a complaint and explaining why complaints are welcomed opportunities for businesses. It describes different types of complainers and emphasizes listening attentively, apologizing, solving issues, and thanking customers. The LAST approach is outlined for addressing complaints. Taking responsibility, staying positive, responding quickly, offering personalized service, and following up are advised. Managing communication through clear speaking and appropriate body language is also covered. The document encourages viewing complaints as opportunities to evaluate performance, create loyalty, improve satisfaction, and strengthen business.

2. Sekilas Faztrack
www.GoFaztrack.com

3. Sekilas Faztrack
www.GoFaztrack.com

4. With:
Muhammad Ismal Zeva
International Certified Master Practitioner of Time Line Therapy™
International Certified Master Practitioner of NLP
International Certified Master of Hypnotherapist
International Certified Master of Coach

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

9. Welcoming Complaints
Complaint
Improvement
Improved
Business
Satisfied
Customer

10. Kenapa Orang Melakukan Complain ?
• Merasa tidak puas
• Merasa urusan dipersulit
• Merasa ………………………..
• Merasa ………………………..
• Merasa ………………………..
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11. Complain = Emotional
Complain ≠ Logical
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12. Perasaan apa yang muncul
saat Anda complain ?
• ........................
• ........................
• ........................
• ........................
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13. Psikologi Orang
Complain
• Api jangan di lawan api
• Kontrol Emosi
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14. Different Types of Complainers
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15. Types of Complainers
 They don’t say
 They openly
anything; they
display their
simply don’t return
anger
 They pass on the
 They can be
bad news to others
intimidating
 They make up the
 They want and
majority of
need to be
unhappy customers
noticed
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

17. 1. There is no failure only feedback
2. Behind every behavior there is a positive
intention
3. The person with the most flexibility controls
the system
4. There is a solution to every problem
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18. Complaints are Opportunities to…
Evaluate how well you
are doing
Create long-term
loyalty
Improve customer
satisfaction
Identify weak points in
your systems and
processes and put
them right
See situations from the
customer’s point of
view

20. 1. Control mood
2. Change Perception
3. Ability handling complain means ability to
handling obstacle is your life
4. Handling professionall, but don’t take
personally
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21. P
E
R
C
E
P
T
I
O
N
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22. Imagination and Reality
Imagination vs Reality
Unconscious mind tidak bisa
membedakan antara khayalan
dengan kenyataan.
Imajinasi dan realitas melalui
jalur neurologis yang sama
dalam otak
Menciptakan jalur neurologis
melalui imajinasi, akan
mempermudah manusia
menangani dunia luar
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23. Our Reaction is Based
on...
“Manusia tidak bereaksi secara langsung pada dunia luar,
namun bereaksi terhadap realitas internalnya (peta mental)
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25. LAST Approach to handling
complaints
L
A
S
T
Listen Attentively
Apologize & Empathize
Solve the issue on hand
(Solution provided)
Thank the Guest

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

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

29. Managing Effective Communication
Clear
and calm
voice
Speak
normally
Managing
Effective
Communication
Body
language
•Eye contact
•Calm facial expressions
•Calm, friendly gestures
•Professional posture
•Concerned and interested
Involve
the guest
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30. Behaviors to Avoid
• Confrontational
situations
• Forceful hand
gestures
• Entering
guest’s
personal space
• Defensive body
language
• Raising your
voice
• Bad language

31. Solving complaints
Win - Win
our guests are happy and so is
the Management….. 
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32. Dealing with Specific
Complaints
Product &
Service
Environment
Team
members
Written
If quality is below
standard, then
rectify
Find a solution
that is acceptable
for our guest
Do not blame the
associate in front
of the guest
Do not get upset
that the guest did
not speak to you
directly
If standard is met,
explain and offer
alternatives
If no solution,
explain and
apologize
Talk to associate
or concerning
manager in
private
Investigate the
reasons
Cooperate in
finding a solution
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33. Efficient Work Practice
Immediate
action
Identify the
cause
Follow up
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Document it

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