HandlingCustomerComplaints

96 percent of dissatisfied customers never bother to complain

Each happy customer will tell at the most six other peopleHandling Customer ComplaintsComplaints are opportunitiesnot problems!

How to Handle Customer ComplaintsDont be defensiveBe composed at all timesDont take criticisms personallyOffer an apology even if the disservice is not your faultShow empathy by using such phrases as: I can understand how you feel, I appreciate what youre saying.

How to Handle Customer ComplaintsAddress customers by nameAll communication should be in the first person. Use I am sorry not the royal we Dont make excuses or blame others in your organizationGive the customer your full attention and establish eye contactParaphrase their complaint in your own words to determine whether you have correctly understood the situation.

How to Handle Customer ComplaintsIf you dont know the answer to their problem, dont lie.Do call back when you say you will, even if for some reason, you havent been able to obtain a satisfactory answer by thenMake the customer part of the solution - not part of the problem

How to Handle Customer ComplaintsTell them what you can donot what you cant doFind out what it will take to turn their dissatisfaction into satisfactionIf they agree to that solution, act quickly before they change their mindFollow upAnd remember: You can never win an argument with a customer

Find out what you customers really thinkSurveys, focus groups, mystery shoppingOne complaint statistically represents 24 similar onesTest your own service delivery

Listen carefully and assume nothingNever assume anything in communicationsDo not dismiss any of the customers complaint as irrelevantGive value to actual customer experience

When all else fails - how to make amends95% of customers who have a complaint that was handled efficiently and promptly will not only continue to do business but will become even more brand-loyal (Wharton Business School)

Product replacements, good will gifts, free of charge services, etc

Good service is Good Business, Catherine Devrye, 2001

Terima Kasih!

*********