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Managing Complaints Effectively
- 1. Managing complaints effectively April 11st 2013 Miya Yamauchi & Suzana Terumi
- 2. Agenda • Introduction; • Part 1 – Kinds of complaints; • Part 2 – Dealing with complaints; • Part 3 – Encouraging complaints; • Part 4 – Complaint managment system; • Conclusion.
- 5. Why do complaints sounds negatively?
- 6. If you were a manager... You would not like to... • Listen to your job’s mistakes; • Fix mistakes (time and energy consuming).
- 7. What managers think about complaints...
- 8. ...what complaints actually are...! • One kind of customer’s manifestation about a company’s product or service; Kinds of manifestation: • Information; • Praise; • Complaint; • Sugestion.
- 9. Complaint • Dissatisfaction manifestation about a company’s product or service.
- 10. What is the criteria? • Regulation • Company’s misson
- 11. Kinds of complaint Reasonable complaint Company fails according to its mission or regulation; Customers expactations are frustrated
- 13. Reasonable complaints Immediate action: • Assume the mistake; • Solve the problem quickly; Keep in mind: • Assume that mistakes are inevitable; • If the customer is complaining, you still have the chance to change the situation.
- 14. Kinds of complaint Unreasonable complaint Company did not fail according to its mission neither regulation Dishonest customers want to take advantage of the company
- 15. Unreasonable complaints Immediate action: • Identify the dishonest customer; • Analyze the risks; Keep in mind: • Some customers will complain no matter how good your service is.
- 16. Complaints in social media • Facebook; • Twitter; • Google+; • Linked In; • Youtube; • Etc.
- 17. Case: Dave Carroll (musician) “United Breaks Guitars”
- 18. He uploaded the song on Youtube... 3 songs 1 book United Airline’s stock value dropped 10% = $180 million
- 20. How many customers complain? 60% 0% 38% 2% 40% How many people are dissatisfied about goods or services Satisfied Dissatisfied Complain
- 21. Why customers do not complain? % 50% Customers do not think companies will solve their problem Companies do not give customers enough information
- 22. Why customers do not complain? 38% 30% 25% 7% If customers are dissatisfied and do not complain, so what do they do? Share their experience Decide never to do business Do nothing Other
- 23. Tell 4 others about a positive experience Happy customers
- 24. Tell 12 others about a negative experience Unhappy customers
- 25. Should managers care about it? • Avoid losing custumers; • Avoid getting in trouble with justice; • Preserve company’s reputation; • Avoid losing money... 10 % = $180 million
- 27. Complaint Managment System Encourage complaints; Deal with complaints; Create a database; Prevent possible mistakes; Keep customers satisfied!
- 28. Why customers do not complain? % I did not believe anything would be done about my problem 34 I did not believe anything could be done about my problem 16 I did not know who and/or how to contact 14 It is not in my nature to complain 9 I was going to contact but never found the time 7 Companies do not give customers enough information Encourage complaints
- 31. Complaint managment procedure Give the customer the company’s position. Ask area’s position by email and phone; Ask area’s position by email; Wait area’s position; Register the complaint and email the responsible area;
- 35. Conclusion
- 37. Thanks for your attention!