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Customer complaint management system for final year project
- 1. HANDLINGCUSTOMER COMPLAINTS Contact us: +91 9873725832
- 2. At the end of this training session, you will be able to: Identify reasons why acomplaint is agift from the customer to the service provider Note what to expect from customers when they make complaints Identify how to handle customer complaints Learn strategies to redeem yourself when you have failed in providing the customer the level of expected service OBJECTIVES
- 3. What is aComplaint? Identifying AComplaint AsAGift Steps For Handling CustomerComplaints Service Recovery Process Handling Difficult Customers CONTENT
- 4. What is aComplaint? “An expression of dissatisfaction made to an organization, related to its products or services, or the complaints-handlingprocess itself, where a response or resolution is explicitly or implicitlyexpected” 5
- 5. Why do customerscomplain? Their expectations have not beenmet! Torelease their anger Tohelp improve theservice Because of concern for others who also use the service 6
- 6. Why do customerscomplain? What proportion of unhappy customers complain? Generally 9%to 37%ofunhappy customers make complaints to thefirms. The rest never bother to complain Why don’tunhappy customers complain? They think it is not worth the time or effort. They further think that no one would be concerned about their problem or solve it. They do not know where to go or what to do. Each happy customerwill tell at least six other people
- 7. Most commoncomplaints... Wrong information Poor customer serviceattitude Overpricing Lack of adequateinformation Delays Unresponsiveness of service providers …. ……
- 8. The customer is always the customer and this means simply that solving the problem is often more important than who is right. If you can solve their problem without blaming yourself or others, you will reduce stress, everyone will feel better and you will be on your way to attaining CUSTOMER SATISFACTION The customer is notalways right but...
- 9. Is a complaint agift?Why? Complaints are gift packages waiting to be opened becausethey: Are given freely Are not solicited by the recipient organization Are unexpected…they come asasurprise(usually) Hold the key to happiness for the recipient organization Ifthey are well handled 11
- 10. Is acomplaint agift?Why? Acomplaint givesyou: Free direct communication from the customer about service failures, competitors offerings etc. without the added cost ofconducting asurvey Readily available market research: they define what customers want 12
- 11. Acomplaint gives you the opportunity to: Increase customer trust Build long termrelationships- customers will use your servicesagain if they believe complaints are welcomed andaddressed Rectify servicefailures Engage customers asadvocates Is acomplaint agift?Why?
- 12. Is acomplaint agift?Why? If acustomer is complaining, you are being given a chance to retain that customer 14
- 13. The customer’s needs whenthey complain The customer has 2separate needs whencomplaining- needs relating to the complaint needs asindividualsand Example 1 Complaint – the product is not working asexpected Underlying message – I don’t understand the new technology, I need help Example 2 Complaint- I was disappointed with the service during my last visit Underlying message – I am testing the value you place on my loyalty to your business 15
- 14. The customer’s needs when they complain Needs relating tothe complaint Tohave their concern dealt with quickly, fairly and properly Tobe given what they have been denied and perhaps an apology Tohave action taken to rectify a problem or address a concern- aresultant processchange Needs asindividuals Tobe heard Tobe understood Tobe respected 16
- 15. When thecustomer’s need is met… 17 You automatically Engage yourCustomer asyour Advocate! Who is your advocate??? Aperson who publicly supports or recommends you Someone who speaks, or argues in your favor
- 16. How toHandle Customer Complaints How do you react to customer complaints about the way you do yourwork? Especially when you think you are doing your best??? People react to customer complaints in different ways… Some Ignore complaints Become defensive Become angry orannoyed Are concerned about the loss of trade or the damage to their professional reputation 19
- 17. For others, it is Ahindrance They just wish the customer would go away! Or They do not believe some or all of what the customer is complainingabout. These reactions are asaresult of blame being attributed to us or our organization. How toHandle Customer Complaints
- 18. How to Handle Customer Complaints In making complaints, some customers portray the following characteristics Lackof gracious social skills to communicate properly Nervousness Harshness VeryEmotional Lackunderstanding of you or your organization’s limitations Rudeness Unreasonableness Weneed to learn to expect such behaviour and remember however that acomplaint is evidence that, in the customer’s view, we have not met their expectations. 21
- 19. How to Handle Customer Complaints Listen Repeat Apologise Acknowledge Explain action Thank Follow up Remember not to take it personally Remain calm Focus on the problem and not person Turn unhappy people into happy customers
- 20. Address customers byname All communication should be in the first person. Use“I am sorry” not “we” Don’t make excuses or blame others in your organization Givethe customer your full attention and establish eye contact Paraphrase their complaint in your own words to determine whether you have correctly understood the situation. How toHandle Customer Complaints
- 21. If you don’t know the answer to their problem, don’t lie. Call back when you say you will, even if for some reason, you haven’t been able to obtain a satisfactory answer by then Make the customer part of the solution not part of the problem How toHandle Customer Complaints
- 22. Don’t bedefensive Be composed at alltimes Don’t take criticismspersonally Offer an apology even if the disservice is not your fault Show empathy by using such phrases as: “I can understand how you feel”, “I appreciate what you’re saying.” How to handle customer complaints
- 23. Tell them what you can do…not what you can’t do Find out what it will take to turn their dissatisfaction into satisfaction If they agree to that solution, act quickly before they change their mind Follow up And remember: You can never win an argument with a customer How toHandle Customer Complaints
- 24. HOW? THROUGH Surveys, focusgroups, mystery shopping One complaint statistically represents 24 similar ones Find out what your customers really think…
- 25. Service recovery is how you remedy afailed service encounter with acustomer. In other words, pull acustomer from hell to heaven in the shortest possible time. It involves: apologizing, solving the problem, compensating the customer with something of value What is servicerecovery
- 26. 95%of customers who have a complaint that was handled efficiently and promptly will not only continue to do business but will become even more loyal(Wharton Business School) Sohow do you make amends or appease the customer? Through product replacements, good will gifts, free ofcharge services, etc… Service recovery
- 27. Some important statistics Only 4%of dissatisfied customers complain.96%leave without any communication to the business Of the 96%who leave, 91%willnever return Atypical dissatisfied customer will tell 8 to 10people about the issues with your business 1in 5dissatisfied customers will tell 20 people about the issues with yourbusiness It takes 12positive service incidents to make up for one negative incident 33
- 28. Some important statistics 7out of 10complaining customers will do business with again you if you resolve the complaint in their favour Of complaining customers, 95%will do business with you again if you resolve the complaint at the first contact On average, asatisfied complainer will tell 5people about their problem and how it was solved It costs 6 times more to attract new customers than it does toretain current ones Customer loyalty is worth 10times the price of asingle purchase “How to win and Keep Customers” – Michael LeBoeuf 34
- 29. Who is adifficult customer? How do you handle such people? Handling Difficult Customers
- 30. Types of DifficultCustomers Angry Nasty Demanding Critical Non-stop Talker Indecisive Sarcastic Argumentative
- 31. Why Are TheyDifficult? They are often expressing aneed but chose an appropriate and impolite way to communicate this need They are difficult fortheir own reasons– not because of you
- 32. Common Reasons For BeingDifficult tired orfrustrated confused or overwhelmed defending their ego unfamiliar with situation feel ignored under influence of drink or drugs don’t understand in badmood in ahurry other reasons…..
- 33. “this job would be very good if it weren’t for the difficult people I haveto deal with everyday” Approach themprofessionally and not personally Taking things personally can damage yourprofessional reputation Listen for the signals that you are taking things personally How Do I Deal With Difficult Customers?
- 34. Check you customer serviceattitude Attitude is the key to success Attitude is your mental position on facts -or more simply, the way you view things How Do I Deal With Difficult Customers?
- 35. How Do I Deal With Difficult Customers? Five points about attitude: your attitude towards customers influences your behaviour. You cannot always camouflage how youfeel your attitudedetermines the level of job satisfaction your attitude affects everyone who comes in contact with you tone and bodylanguage reflect yourattitude your attitude is not fixed. The attitude you choose to display is up to YOU
- 36. How Do I Deal With Difficult Customers? Remind yourself! This is my job andI’m going to do it professionally If it were not for these customers I would not have ajob Every time I solve a problem I will feel better Reinforce this bysaying… “I like the job, not because it’s easy, not because there are no difficult people, not because there are no frustrations but because people are part of any job and I can make things easier by taking things professionally
- 37. Be positive Takethings professionally and not personally Aim for customer satisfaction, not just service Solve problems without blaming yourself or others Remember attitudes are caught, not taught Summary
- 38. Thankyou Visit our Website- http://www.wethecoders.com