Handling Customer Complaints

98
HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTS COMPLAINTS 2008 2008

Transcript of Handling Customer Complaints

Page 1: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

2008 2008

Page 2: Handling  Customer Complaints

HANDLING COMPLAINTSHANDLING COMPLAINTS

WHO IS YOUR CUSTOMER ?WHO IS YOUR CUSTOMER ?

TYPES OF CUSTOMERS ?TYPES OF CUSTOMERS ?

Page 3: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

CUSTOMER CUSTOMER 1.THE ONE WHO PAYS1.THE ONE WHO PAYS 2.THE ONE WHO USES2.THE ONE WHO USES 3.THE ONE WHO DECIDES3.THE ONE WHO DECIDES

Page 4: Handling  Customer Complaints

COMPLAINTSCOMPLAINTS

INTERNAL CUSTOMERSINTERNAL CUSTOMERS

THEY ARE AS IMPORTANT AS THEY ARE AS IMPORTANT AS EXTERNAL CUSTOMERSEXTERNAL CUSTOMERS

UNFORTUNATELY WE IGNORE THEMUNFORTUNATELY WE IGNORE THEM

Page 5: Handling  Customer Complaints

INTERNAL CUSTOMERSINTERNAL CUSTOMERS

ISSUES:ISSUES:

1. YOU ARE FRIENDLY WITH THE 1. YOU ARE FRIENDLY WITH THE INTERNAL CUSTOMER– THINGS GO INTERNAL CUSTOMER– THINGS GO WELLWELL

YOU CAN USE IT TO ADVANTAGEYOU CAN USE IT TO ADVANTAGE

Page 6: Handling  Customer Complaints

INTERNAL CUSTOMERINTERNAL CUSTOMER

2. YOU HAVE SERIOUS DIFFERENCE :2. YOU HAVE SERIOUS DIFFERENCE : FOCUS ON ISSUES & NOT ON FOCUS ON ISSUES & NOT ON

PERSONALITY OR PAST RELATIONSHIPPERSONALITY OR PAST RELATIONSHIP

3. YOU HAVE A NEUTRAL 3. YOU HAVE A NEUTRAL RELATIONSHIP:RELATIONSHIP:

TREAT HIM WITH COURTSEYTREAT HIM WITH COURTSEY

Page 7: Handling  Customer Complaints

INTERNAL CUSTOMERINTERNAL CUSTOMER

FUNDAMENTAL RULE :FUNDAMENTAL RULE : TREAT HIM AS A CUSTOMER & FOLLOW TREAT HIM AS A CUSTOMER & FOLLOW

ALL THE RULES OF THE GAMEALL THE RULES OF THE GAME WHAT ARE THOSE RULES ?WHAT ARE THOSE RULES ? ------ ------ --------

Page 8: Handling  Customer Complaints

RULES OF THE GAMERULES OF THE GAME

1.MEET HIM WITH APPOINTMENT1.MEET HIM WITH APPOINTMENT 2. ALWAYS BE PUNCTUAL2. ALWAYS BE PUNCTUAL 3. SET A TIME SPAN FOR DISCUSSION3. SET A TIME SPAN FOR DISCUSSION 4.FOCUS ON ISSUES4.FOCUS ON ISSUES 5. IGNORE PAST DIFFERENCES5. IGNORE PAST DIFFERENCES 6.FOCUS ON ACHIEVING RESULTS 6.FOCUS ON ACHIEVING RESULTS

Page 9: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

WHY DO CUSTOMERS COMPLAIN?WHY DO CUSTOMERS COMPLAIN?

GROUP DISCUSSION ON WHY DO GROUP DISCUSSION ON WHY DO CUSTOMERS COMPLAIN &CUSTOMERS COMPLAIN &

WHAT PERCENTAGE OF COMPLAINTS WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE?ARE GENUINE?

Page 10: Handling  Customer Complaints

CUSTOMER COMPLAINS CUSTOMER COMPLAINS BECAUSE :BECAUSE :

1.HIS EXPECTATIONS ARE NOT BEING MET1.HIS EXPECTATIONS ARE NOT BEING MET

2YOU OR SOMEONE IN YOUR ORGANISATION 2YOU OR SOMEONE IN YOUR ORGANISATION WAS RUDE,INDIFFERENT OR WAS RUDE,INDIFFERENT OR DISCOURTEOUS TO HIMDISCOURTEOUS TO HIM

3.HE FEELS HE WAS NOT LISTENED TO3.HE FEELS HE WAS NOT LISTENED TO

4.HE WAS TOLD BY A STAFF MEMBER 4.HE WAS TOLD BY A STAFF MEMBER SOMETHING, WHICH WAS WRONGSOMETHING, WHICH WAS WRONG

Page 11: Handling  Customer Complaints

CUSTOMERS COMPLAIN--CUSTOMERS COMPLAIN--

5.HE IS SUSPICIOUS & FEELS THAT YOU 5.HE IS SUSPICIOUS & FEELS THAT YOU OR YOUR ORGANISATION IS OR YOUR ORGANISATION IS DISHONEST DISHONEST

6HE FEELS HE WAS NOT LISTENED 6HE FEELS HE WAS NOT LISTENED TOTO

7.HE ACTED ON INSTRUCTIONS, WHICH 7.HE ACTED ON INSTRUCTIONS, WHICH WERE WRONGWERE WRONG

Page 12: Handling  Customer Complaints

CUSTOMERS COMPLAIN--CUSTOMERS COMPLAIN--

8.HE WAS SCREAMED ON PHONE.8.HE WAS SCREAMED ON PHONE.

9. HE WAS TRANSFERRED ON PHONE 9. HE WAS TRANSFERRED ON PHONE WITHOUT CONSENTWITHOUT CONSENT

10HIS INTEGRITY OR HONESTY WAS 10HIS INTEGRITY OR HONESTY WAS QUESTIONED.QUESTIONED.

Page 13: Handling  Customer Complaints

CUSTOMERS COMPLAIN--CUSTOMERS COMPLAIN--

11.YOU OR SOMEONE ARGUED WITH 11.YOU OR SOMEONE ARGUED WITH HIMHIM

12. HE WAS TOLD HE HAD NO RIGHT 12. HE WAS TOLD HE HAD NO RIGHT TO BE ANGRYTO BE ANGRY

Page 14: Handling  Customer Complaints

CUSTOMERS COMPLAIN --CUSTOMERS COMPLAIN --

14.YOUR STAFF DOES NOT HAVE 14.YOUR STAFF DOES NOT HAVE TRAINING TO HANDLE SITUATION TRAINING TO HANDLE SITUATION QUICKLY & ACCURATELYQUICKLY & ACCURATELY

15.HE MADE WRONG ASSUMPTION 15.HE MADE WRONG ASSUMPTION WHAT YOUR ORGANISATION WILL DO WHAT YOUR ORGANISATION WILL DO TO HELP HIMTO HELP HIM

Page 15: Handling  Customer Complaints

GENUINE COMPLAINTSGENUINE COMPLAINTS

WHAT PERCENTAGE OF COMPLAINTS WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE ?ARE GENUINE ?

HOW DO WE HANDLE GENUINE HOW DO WE HANDLE GENUINE COMPLAINTS ?COMPLAINTS ?

Page 16: Handling  Customer Complaints

CASE STUDIESCASE STUDIES

EACH PARTICIPANT TO WRITE DOWN EACH PARTICIPANT TO WRITE DOWN 1.TWO CASES WHERE HIS/HER 1.TWO CASES WHERE HIS/HER

COMPLAINT WAS HANDLED VERY WELLCOMPLAINT WAS HANDLED VERY WELL

2.TWO CASES WHERE HIS /HER 2.TWO CASES WHERE HIS /HER COMPLAINT WAS NOT HANDLED WELL COMPLAINT WAS NOT HANDLED WELL

Page 17: Handling  Customer Complaints

COMPLAINTSCOMPLAINTS

EACH PARTICIPANT ON ONE SERIOUS EACH PARTICIPANT ON ONE SERIOUS COMPLAINT ON ANY PRODUCT COMPLAINT ON ANY PRODUCT RECEIVED BY HIM,RECEIVED BY HIM,

ACTION TAKEN BY HIM ,ACTION TAKEN BY HIM ,

ACTION TAKEN BY THE ORGANISATION ACTION TAKEN BY THE ORGANISATION

Page 18: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

WHAT IS THE WRITTEN SYSTEM OF WHAT IS THE WRITTEN SYSTEM OF HANDLING COMPLAINTS IN YOUR HANDLING COMPLAINTS IN YOUR ORGANISATION ?ORGANISATION ?

DO YOU RECORD COMPLAINTS?DO YOU RECORD COMPLAINTS?

Page 19: Handling  Customer Complaints

COMPLAINTSCOMPLAINTS

HOW DO YOU KNOW THAT THE HOW DO YOU KNOW THAT THE COMPLAINT WAS HANDLED WELL?COMPLAINT WAS HANDLED WELL?

WHAT DO YOU DO WHEN YOU KNOW WHAT DO YOU DO WHEN YOU KNOW CUSTOMER WAS NOT SATISFIED BY CUSTOMER WAS NOT SATISFIED BY YOUR EXPLANATION OR ACTIONYOUR EXPLANATION OR ACTION

Page 20: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

ARE YOU EMPOWERED ?ARE YOU EMPOWERED ?

EMPOWERMENTEMPOWERMENT BY YOUR COMPANYBY YOUR COMPANY

BY YOURSELFBY YOURSELF

Page 21: Handling  Customer Complaints

EMPOWERMENTEMPOWERMENT

WHAT IS EMPOWERMENT POLICY IN YOUR WHAT IS EMPOWERMENT POLICY IN YOUR COMPANY?COMPANY?

IS IT STATED POLICY OR INFORMAL?IS IT STATED POLICY OR INFORMAL?

WRITE DOWN THE POLICY IN ONE WRITE DOWN THE POLICY IN ONE PARAGRAPHPARAGRAPH

YOUR SUGGESTION FOR IMPROVEMENTSYOUR SUGGESTION FOR IMPROVEMENTS

Page 22: Handling  Customer Complaints

EMPOWERMENTEMPOWERMENT

DO YOU THINK EMPOWERMENT IS DO YOU THINK EMPOWERMENT IS USEFUL TO THE ORGANISATION?USEFUL TO THE ORGANISATION?

FOUR PRESENTATIONSFOUR PRESENTATIONS

Page 23: Handling  Customer Complaints

COMPLAINTSCOMPLAINTS

EXAMPLES OF EMPOWERMENT:EXAMPLES OF EMPOWERMENT:

1.MAURYA SHERATON1.MAURYA SHERATON

2. LE MERIDIEN2. LE MERIDIEN

3.GODREJ SOAPS3.GODREJ SOAPS

Page 24: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

TWO ROLE PLAYSTWO ROLE PLAYS

1.LOYAL EMPLOYEE1.LOYAL EMPLOYEE HOTEL CUSTOMER COMPLAINING HOTEL CUSTOMER COMPLAINING

ABOUT LEAKING TAP & NOISEY AIR ABOUT LEAKING TAP & NOISEY AIR CONDITIONER IN THE ROOM.CONDITIONER IN THE ROOM.

Page 25: Handling  Customer Complaints

COMPLAINTSCOMPLAINTS

2. LENIENT EMPLOYEE2. LENIENT EMPLOYEE

CUSTOMER COMPLAINS ABOUT STALE CUSTOMER COMPLAINS ABOUT STALE VEGETABLE & SPICY FOOD VEGETABLE & SPICY FOOD

Page 26: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

TWO BORDEN & BUSSY APPROACHESTWO BORDEN & BUSSY APPROACHES

1.PROTECT YOUR COMPANY’S INTERESTS1.PROTECT YOUR COMPANY’S INTERESTS RESIST COMPENSATION OR REFUND OR RESIST COMPENSATION OR REFUND OR

RETURN OR BLAMERETURN OR BLAME GIVE EXAMPLES OF OTHER HAPPY GIVE EXAMPLES OF OTHER HAPPY

CUSTOMERSCUSTOMERS INFORM ABOUT ISO 9000INFORM ABOUT ISO 9000

Page 27: Handling  Customer Complaints

COMPLAINTSCOMPLAINTS

UNFORTUNATELYUNFORTUNATELY

THE RESULT IS MORE DISSATISFIED THE RESULT IS MORE DISSATISFIED CUSTOMERCUSTOMER

LOSS OF CUSTOMER FOR EVERLOSS OF CUSTOMER FOR EVER

Page 28: Handling  Customer Complaints

HANDLING CUSTOMER HANDLING CUSTOMER COMPLAINTSCOMPLAINTS

2.LISTEN TO THE CUSTOMER2.LISTEN TO THE CUSTOMER HAVE PATIENCEHAVE PATIENCE EMPATHISE WITH THE CUSTOMEREMPATHISE WITH THE CUSTOMER LET THE CUSTOMER OVERSTATE HIS LET THE CUSTOMER OVERSTATE HIS

CASECASE CUSTOMER SOFTENS ?CUSTOMER SOFTENS ?

Page 29: Handling  Customer Complaints

COMPLAINTSCOMPLAINTS

FIRST APPROACH:FIRST APPROACH: BOXINGBOXING

SECOND APPROACH:SECOND APPROACH: PRICK THE BALLOONPRICK THE BALLOON

Page 30: Handling  Customer Complaints

BASICS OF TREATING BASICS OF TREATING CUSTOMERSCUSTOMERS

CAN YOU THINK OF TWO SITUATIONS CAN YOU THINK OF TWO SITUATIONS WHEN YOU WERE THANKED FOR WHEN YOU WERE THANKED FOR HELPING A CUSTOMER ?HELPING A CUSTOMER ?

WHAT DID YOU PARTICULARLY DO WHAT DID YOU PARTICULARLY DO WELL TO WARRANT THE THANKS?WELL TO WARRANT THE THANKS?

Page 31: Handling  Customer Complaints

BASICS OF TREATING BASICS OF TREATING CUSTOMERSCUSTOMERS

1.TREAT CUSTOMERS WITH 1.TREAT CUSTOMERS WITH COURTSEY , SPECIALLY WHEN YOU COURTSEY , SPECIALLY WHEN YOU ARE UNDER PRESSUREARE UNDER PRESSURE

[ HOW CAN YOU DO THAT? [ HOW CAN YOU DO THAT?

Page 32: Handling  Customer Complaints

BASICS OFBASICS OF

MAKE A HABIT OF COURTSEY & NOT MAKE A HABIT OF COURTSEY & NOT AN EXCEPTION.AN EXCEPTION.

FOR EXAMPLE, WILL YOU REMOVE FOR EXAMPLE, WILL YOU REMOVE SHOES ENTERING A TEMPLE IN A SHOES ENTERING A TEMPLE IN A JUNGLE?JUNGLE?

IT IS INGRAINED IN YOU. IT IS NOT A IT IS INGRAINED IN YOU. IT IS NOT A PUT ONPUT ON

Page 33: Handling  Customer Complaints

BASICS OF TREATING YOUR BASICS OF TREATING YOUR CUSTOMERSCUSTOMERS

2.MAKE THEM FEEL IMPORTANT2.MAKE THEM FEEL IMPORTANT

EVERY HUMAN BEING WANTS TO FEEL EVERY HUMAN BEING WANTS TO FEEL IMPORTANT WHEN HE IS PLAYING THE IMPORTANT WHEN HE IS PLAYING THE ROLE OF A CUSTOMER [ AFTER ALL ROLE OF A CUSTOMER [ AFTER ALL HE PAYS THE BILL. WOULD YOU HE PAYS THE BILL. WOULD YOU NOT ?NOT ?

Page 34: Handling  Customer Complaints

BASICSBASICS

3.BE WILLING TO HELP THEM3.BE WILLING TO HELP THEM [ CUSTOMERS FEEL AT EASE IF THEY [ CUSTOMERS FEEL AT EASE IF THEY

FEEL YOU ARE A FRIEND WHO CAN FEEL YOU ARE A FRIEND WHO CAN BE COUNTED FOR HELP]BE COUNTED FOR HELP]

[ THEY MAY NOT ASK FOR HELP AT ALL][ THEY MAY NOT ASK FOR HELP AT ALL]

Page 35: Handling  Customer Complaints

BASICS OF TREATING YOUR BASICS OF TREATING YOUR CUSTOMERSCUSTOMERS

4.LEARN TO SMILE .DONT MOAN4.LEARN TO SMILE .DONT MOAN

[SMILING IS EASY. MOANING IS [SMILING IS EASY. MOANING IS DIFFICULT. DO THE EASY THING.]DIFFICULT. DO THE EASY THING.]

[SMILING IS INFECTIOUS. HELP MAKE [SMILING IS INFECTIOUS. HELP MAKE FRIENDS . WHY DO YOU WANT FRIENDS . WHY DO YOU WANT ENEMIES ?ENEMIES ?

Page 36: Handling  Customer Complaints

BASICSBASICS

5. YOUR PERSONAL APPEARANCE 5. YOUR PERSONAL APPEARANCE REFLECTS YOUR COMPANY REFLECTS YOUR COMPANY STANDARD.STANDARD.

WOULD YOU LIKE TO ENHANCE THE WOULD YOU LIKE TO ENHANCE THE IMAGE OR DECREASE IT?IMAGE OR DECREASE IT?

TWO PARTICIPANTS TO VERBALISE TWO PARTICIPANTS TO VERBALISE GOOD APPEARANCEGOOD APPEARANCE

Page 37: Handling  Customer Complaints

BASICS BASICS

6.ARE YOU FULLY ARMED WITH6.ARE YOU FULLY ARMED WITH NEEDED INFORMATIONNEEDED INFORMATION PRICELISTPRICELIST TERMSTERMS PRODUCT RANGEPRODUCT RANGE COMPUTERCOMPUTER TILL ETC ETCTILL ETC ETC

Page 38: Handling  Customer Complaints

BASICSBASICS

7.DO NOT BLAME OTHERS & COMPANY 7.DO NOT BLAME OTHERS & COMPANY IF YOU CAN NOT FIND INFORMATIONIF YOU CAN NOT FIND INFORMATION

[IT WILL SPOIL YOUR NAME][IT WILL SPOIL YOUR NAME]

Page 39: Handling  Customer Complaints

BASICSBASICS

ALWAYS PRESENT YOURSELF & CO ALWAYS PRESENT YOURSELF & CO POSITIVELYPOSITIVELY

[IT WILL DEFINITELY PAY YOU [IT WILL DEFINITELY PAY YOU RETURNS.NO ONE WANTS TO DEAL RETURNS.NO ONE WANTS TO DEAL WITH FAILURES OR UNSUCCESSFUL WITH FAILURES OR UNSUCCESSFUL PERSONSPERSONS

Page 40: Handling  Customer Complaints

CUSTOMERS WITH SPECIAL CUSTOMERS WITH SPECIAL NEEDSNEEDS

1.CHILDREN1.CHILDREN 2.FOREIGNERS2.FOREIGNERS 3.DEAF3.DEAF 4.BLIND4.BLIND 5.DISABLED5.DISABLED 6.SENIOR CITIZENS6.SENIOR CITIZENS

Page 41: Handling  Customer Complaints

CUSTOMERS WITH SPECIAL CUSTOMERS WITH SPECIAL NEEDSNEEDS

1. CHILDREN1. CHILDREN

USE SIMPLE LANGUAGEUSE SIMPLE LANGUAGE

USE THEIR NAME IF YOU KNOW ITUSE THEIR NAME IF YOU KNOW IT DISTRACT THEM RATHER THAN DISTRACT THEM RATHER THAN

REBUKE THEM IF THEY MISBEHAVEREBUKE THEM IF THEY MISBEHAVE

Page 42: Handling  Customer Complaints

CUSTOMERS WITH SPECIAL CUSTOMERS WITH SPECIAL NEEDSNEEDS

2.ELDERLY2.ELDERLY

THEY ARE SLOWTHEY ARE SLOW DO NOT RUSH THEMDO NOT RUSH THEM AVOID PETRONISING THEMAVOID PETRONISING THEM DO NOT SPEAK DOWN TO THEMDO NOT SPEAK DOWN TO THEM

Page 43: Handling  Customer Complaints

ELDERLYELDERLY

AVOID JARGONSAVOID JARGONS

BE PREPARED TO REPEATBE PREPARED TO REPEAT

Page 44: Handling  Customer Complaints

FOREIGN CUSTOMERSFOREIGN CUSTOMERS

LISTEN TO THEM CAREFULLYLISTEN TO THEM CAREFULLY

SPEAK SLOWLY USING SIMPLE WORDSSPEAK SLOWLY USING SIMPLE WORDS USE SHORT SENTENCESUSE SHORT SENTENCES

AVOID SHOUTING, LAUGHING OR AVOID SHOUTING, LAUGHING OR IMPATIENCEIMPATIENCE

Page 45: Handling  Customer Complaints

DEAFDEAF

FACE THEM CONTINUOUSLYFACE THEM CONTINUOUSLY

DON’T SHOUT. THIS WILL DISTORT DON’T SHOUT. THIS WILL DISTORT MOUTH & WILL MAKE LIP READING MOUTH & WILL MAKE LIP READING DIFFICULTDIFFICULT

USE SIMPLE SIGNSUSE SIMPLE SIGNS

Page 46: Handling  Customer Complaints

BLINDBLIND

SPEAK AS YOU APPROACH THEMSPEAK AS YOU APPROACH THEM

DON’T SHOUT. THEY ARE NOT DEAFDON’T SHOUT. THEY ARE NOT DEAF

Page 47: Handling  Customer Complaints

SERVICE PERSON’S ROLESERVICE PERSON’S ROLE

MAKES CUSTOMERS COMFORTABLEMAKES CUSTOMERS COMFORTABLE

Page 48: Handling  Customer Complaints

MAKING CUSTOMERS MAKING CUSTOMERS COMFORTABLECOMFORTABLE

DO YOU CHAT WHILE CUSTOMER IS IN DO YOU CHAT WHILE CUSTOMER IS IN FRONT?FRONT?

DO YOU CLOSE SHOP 10 MINUTES DO YOU CLOSE SHOP 10 MINUTES BEFORE BEFORE

DO YOU CHEW GUM IN FRONT OF DO YOU CHEW GUM IN FRONT OF CUSTOMER ?CUSTOMER ?

Page 49: Handling  Customer Complaints

DEALING WITH COMPLAINTSDEALING WITH COMPLAINTS

1. FOUR CASE STUDIES OF DEALING 1. FOUR CASE STUDIES OF DEALING WITH COMPLAINTSWITH COMPLAINTS

2.FOUR PARTICIPANTS TO ANALYSE 2.FOUR PARTICIPANTS TO ANALYSE THE CASE STUDIESTHE CASE STUDIES

Page 50: Handling  Customer Complaints

DEALING WITH COMPLAINTSDEALING WITH COMPLAINTS 1.BE CALM1.BE CALM

2.USE OPEN ENDED QUESTIONS:2.USE OPEN ENDED QUESTIONS: WHY ?WHY ? WHEN?WHEN? HOW?HOW? WHERE ?WHERE ? WHICH?WHICH? CAN YOU EXPLAIN?CAN YOU EXPLAIN?

Page 51: Handling  Customer Complaints

DEALING WITH COMPLAINTSDEALING WITH COMPLAINTS

3. LISTEN3. LISTEN MAKE NOTESMAKE NOTES SWITCH OFF YOUR MOBILESWITCH OFF YOUR MOBILE TAKE PHONE OFF THE HOOKTAKE PHONE OFF THE HOOK HOLD ALL CALLSHOLD ALL CALLS PAY ATTENTIONPAY ATTENTION CONCENTRATECONCENTRATE

Page 52: Handling  Customer Complaints

DEALING WITH COMPLAINTSDEALING WITH COMPLAINTS

4.EMPATHISE:4.EMPATHISE:

I CAN APPRECIATE YOUR I CAN APPRECIATE YOUR DISAPPOINTMENTDISAPPOINTMENT

THAT MUST BE DIFFICULT TO ACCEPTTHAT MUST BE DIFFICULT TO ACCEPT

Page 53: Handling  Customer Complaints

DEALING WITH---DEALING WITH---

5. DO NOT JUSTIFY LAPSES:5. DO NOT JUSTIFY LAPSES:

SICK EMPLOYEESSICK EMPLOYEES TRUCK DID NOT REACHTRUCK DID NOT REACH SYSTEM FAILURESYSTEM FAILURE MANUFACTURING PROBLEMMANUFACTURING PROBLEM

Page 54: Handling  Customer Complaints

DEALING WITH--DEALING WITH--

6. MAKE NOTES:6. MAKE NOTES:

READ NOTES BACK TO CUSTOMERREAD NOTES BACK TO CUSTOMER

CLARIFY DOUBTSCLARIFY DOUBTS

SIMPLE LANGUAGESIMPLE LANGUAGE

Page 55: Handling  Customer Complaints

DEALING WITH--DEALING WITH--

7.AGREE ON A COURSE OF ACTION:7.AGREE ON A COURSE OF ACTION: GIVE TIME FRAMEGIVE TIME FRAME BE SURE YOU CAN MEET DEADLINEBE SURE YOU CAN MEET DEADLINE

CONSULT OTHERS FOR DATESCONSULT OTHERS FOR DATES

Page 56: Handling  Customer Complaints

DEALING WITH --DEALING WITH --

8.PROMISE LESS PERFORM BETTER8.PROMISE LESS PERFORM BETTER

BUILD CREDIBILITYBUILD CREDIBILITY

Page 57: Handling  Customer Complaints

DEALING WITH COMPLAINTSDEALING WITH COMPLAINTS

9.FOLLOW THROUGH9.FOLLOW THROUGH

TAKE FOLLOW UP ACTIONTAKE FOLLOW UP ACTION INFORM CUSTOMERINFORM CUSTOMER MAKE SINCERE EFFORTMAKE SINCERE EFFORT

Page 58: Handling  Customer Complaints

DEALING ---DEALING ---

WARNINGWARNING DON’T SAY THINGS LIKE:DON’T SAY THINGS LIKE: I CANT BELIEVE ITI CANT BELIEVE IT THIS CANT BE TRUETHIS CANT BE TRUE YOU ARE JOKINGYOU ARE JOKING NO, SURELY NOTNO, SURELY NOT

Page 59: Handling  Customer Complaints

DEALING --DEALING --

WARNINGWARNING BAD SITUATION BECOMES WORST BY BAD SITUATION BECOMES WORST BY

NOT FOLLOWING THROUGHNOT FOLLOWING THROUGH NOT STICKING TO DEADLINE IS BAD, NOT STICKING TO DEADLINE IS BAD,

NOT INFORMING ANOTHER DEADLINE NOT INFORMING ANOTHER DEADLINE IS WORSEIS WORSE

Page 60: Handling  Customer Complaints

DEALING WITH COMPLAINTSDEALING WITH COMPLAINTS

DO YOU KNOW THE LEGAL RIGHTS OF DO YOU KNOW THE LEGAL RIGHTS OF THE CUSTOMER?THE CUSTOMER?

BE PREPARED TO ANSWERBE PREPARED TO ANSWER

Page 61: Handling  Customer Complaints

IS THE CUSTOMER ALWAYS IS THE CUSTOMER ALWAYS RIGHT?RIGHT?

NOT ALWAYSNOT ALWAYS BUT YOU HAVE TO HANDLE HIM BUT YOU HAVE TO HANDLE HIM

TACTFULLYTACTFULLY DON’T GET ANGRYDON’T GET ANGRY BE SUBTLEBE SUBTLE BE POLITE EVEN IF BUSYBE POLITE EVEN IF BUSY

Page 62: Handling  Customer Complaints

FAKING A COMPLAINTFAKING A COMPLAINT

1.LIARS FIND IT DIFFICULT TO LOOK INTO 1.LIARS FIND IT DIFFICULT TO LOOK INTO YOUR EYE.THEY LOOK AWAYYOUR EYE.THEY LOOK AWAY

2.THEY HAVE DRY MOUTH.LICK LIPS OFTEN2.THEY HAVE DRY MOUTH.LICK LIPS OFTEN 3. THEY SWALLOW MORE OFTEN3. THEY SWALLOW MORE OFTEN 4. THEY MAY CLEAR THEIR THROAT MORE 4. THEY MAY CLEAR THEIR THROAT MORE

OFTENOFTEN 5UNEVEN BREATHING5UNEVEN BREATHING

Page 63: Handling  Customer Complaints

FAKING A COMPLAINTFAKING A COMPLAINT

6.THEY MAY CROSS THEIR LEGS & 6.THEY MAY CROSS THEIR LEGS & ARMS SIMULTANEOUSLYARMS SIMULTANEOUSLY

7.THEIR FEET COULD BE FACING THE 7.THEIR FEET COULD BE FACING THE DOOR IN CASE THEY HAVE TO RUSH DOOR IN CASE THEY HAVE TO RUSH OUTOUT

8.THEIR POSTURE IS OFTEN STIFF 8.THEIR POSTURE IS OFTEN STIFF

Page 64: Handling  Customer Complaints

FAKING A COMPLAINTFAKING A COMPLAINT

9.THEY MAY SCRATCH ,RUB OR 9.THEY MAY SCRATCH ,RUB OR STROKE THEIR NOSE MORESTROKE THEIR NOSE MORE

10.IGNORE THE CONTENT. 10.IGNORE THE CONTENT. CONCENTRATE HOW WORDS ARE CONCENTRATE HOW WORDS ARE SPOKEN. THEY MAY STUTTER, SLUR SPOKEN. THEY MAY STUTTER, SLUR OR HESITATE, WHEN THEY SPEAKOR HESITATE, WHEN THEY SPEAK

Page 65: Handling  Customer Complaints

PACIFYING AN ANGRY PACIFYING AN ANGRY CUSTOMERCUSTOMER

1. BE POLITE & PATIENT1. BE POLITE & PATIENT

2. DO NOT INTERRUPT BUT LISTEN 2. DO NOT INTERRUPT BUT LISTEN PATIENTLYPATIENTLY

3.IF YOU KNOW YOU CANNOT HELP 3.IF YOU KNOW YOU CANNOT HELP THEM GET SOMEONE WHO CANTHEM GET SOMEONE WHO CAN

Page 66: Handling  Customer Complaints

PACIFYING AN ANGRY PACIFYING AN ANGRY CUSTOMERCUSTOMER

ASK OPEN QUESTIONSASK OPEN QUESTIONS

TRYING TO CLARIFYING SITUATION---TRYING TO CLARIFYING SITUATION---WRITE DETAILS. WRITE DETAILS.

CHECK NON VERBAL SIGNALSCHECK NON VERBAL SIGNALS REACT TO NON VERBAL SIGNALSREACT TO NON VERBAL SIGNALS

Page 67: Handling  Customer Complaints

PACIFYING---PACIFYING---

KEEP YOUR COOLKEEP YOUR COOL

KEEP STRESS UNDER CONTROLKEEP STRESS UNDER CONTROL LOOK AT CAUSES OF STRESSLOOK AT CAUSES OF STRESS DECIDE WHAT YOU CAN DO ABOUT DECIDE WHAT YOU CAN DO ABOUT

PROBLEMPROBLEM

Page 68: Handling  Customer Complaints

KEEPING STRESS UNDER KEEPING STRESS UNDER CONTROLCONTROL

ARE YOU DOING YOUR JOB WELL OR ARE YOU DOING YOUR JOB WELL OR ARE YOU DOING THE VERY BEST ARE YOU DOING THE VERY BEST UNDER THE CIRCUMSTANCES ?UNDER THE CIRCUMSTANCES ?

IF YOU DO THE BEST UNDER THE IF YOU DO THE BEST UNDER THE CIRCUMSTANCE , YOU WILL LEARN TO CIRCUMSTANCE , YOU WILL LEARN TO BE COOL BE COOL

Page 69: Handling  Customer Complaints

PACIFYING--PACIFYING--

KEEPING STRESS UNDER CONTROL:KEEPING STRESS UNDER CONTROL:

TRY YOGATRY YOGA TAKE A HOBBYTAKE A HOBBY LEARN TO PAY A COMPLIMENT—TO A LEARN TO PAY A COMPLIMENT—TO A

CUSTOMER OR A FRIEND--- DON’T TELL CUSTOMER OR A FRIEND--- DON’T TELL A LIEA LIE

Page 70: Handling  Customer Complaints

PACIFYING AN ANGRY PACIFYING AN ANGRY CUSTOMERCUSTOMER

HAVE YOU HAD A CUSTOMER HAVE YOU HAD A CUSTOMER COMPLAINT WHICH WAS NOT COMPLAINT WHICH WAS NOT RESOLVED ?RESOLVED ?

IF SO, WHAT WOULD YOU DO IF SO, WHAT WOULD YOU DO DIFFERENTLY IF A SIMILAR SITUATION DIFFERENTLY IF A SIMILAR SITUATION AROSE IN FUTURE?AROSE IN FUTURE?

Page 71: Handling  Customer Complaints

EMPATHY OR SYMPATHYEMPATHY OR SYMPATHY

PARTICIPANTS TO DEFINE AND PARTICIPANTS TO DEFINE AND DIFFERENTIATE THE TERMS :DIFFERENTIATE THE TERMS :

EMPATHYEMPATHY SYMPATHYSYMPATHY

Page 72: Handling  Customer Complaints

EMPATHYEMPATHY

TO PUT YOURSELF IN CUSTOMER’S TO PUT YOURSELF IN CUSTOMER’S

SHOES AND FEEL LIKE HIMSHOES AND FEEL LIKE HIM

YOU ARE LIKELY TO ACT POSITIVELY & YOU ARE LIKELY TO ACT POSITIVELY & INSTICTIVELY TO HELP THE CUSTOMERINSTICTIVELY TO HELP THE CUSTOMER

HE WILL BECOME A FRIENDHE WILL BECOME A FRIEND

Page 73: Handling  Customer Complaints

SYMPATHYSYMPATHY

PUTS YOU ON A HIGHER PEDASTALPUTS YOU ON A HIGHER PEDASTAL

YOU ARE LIKELY TO LOOK DOWN UPONYOU ARE LIKELY TO LOOK DOWN UPON AS IF YOU ARE DONATING AND HENCE AS IF YOU ARE DONATING AND HENCE

YOU FEEL PITY FOR HIMYOU FEEL PITY FOR HIM EVEN DISABLED ASK FOR EMPATHY & EVEN DISABLED ASK FOR EMPATHY &

NOT SYMPATHYNOT SYMPATHY

Page 74: Handling  Customer Complaints

EMPATHY & SYMPATHYEMPATHY & SYMPATHY

KNOWING THE DIFFERENCE BETWEEN KNOWING THE DIFFERENCE BETWEEN THE TWO WILL PROPEL YOU TO TAKE THE TWO WILL PROPEL YOU TO TAKE ACTION ON CUSTOMER COMPLAINTS IN ACTION ON CUSTOMER COMPLAINTS IN POSITIVE &PROACTIVE MANNERPOSITIVE &PROACTIVE MANNER

HENCE EMPATHISE WITH THE HENCE EMPATHISE WITH THE CUSTOMERCUSTOMER

Page 75: Handling  Customer Complaints

CUSTOMER SERVICE CUSTOMER SERVICE STANDARDS & GOALSSTANDARDS & GOALS

1. THESE DEPEND ON:1. THESE DEPEND ON:

YOUR ORGANISATION STANDARDSYOUR ORGANISATION STANDARDS YOUR OWN STANDARDSYOUR OWN STANDARDS YOUR COMPETITION’S STANDARDSYOUR COMPETITION’S STANDARDS

Page 76: Handling  Customer Complaints

CUSTOMER SERVICE CUSTOMER SERVICE STANDARDS & GOALSSTANDARDS & GOALS

2.2. YOUR COMPANY WILL SET ITS GOALSYOUR COMPANY WILL SET ITS GOALS HAVE YOU SET HIGHER GOALS FOR HAVE YOU SET HIGHER GOALS FOR

YOURSELF?YOURSELF?

Page 77: Handling  Customer Complaints

GOALSGOALS

3.3.

HOW DO YOU KEEP YOUR KNOWLEDGE HOW DO YOU KEEP YOUR KNOWLEDGE OF YOUR PRODUCTS OR SERVICES UP OF YOUR PRODUCTS OR SERVICES UP TO DATE?TO DATE?

ALL PARTICIPANTS TO WRITE FIVE ALL PARTICIPANTS TO WRITE FIVE MOST IMPORTANT POINTSMOST IMPORTANT POINTS

Page 78: Handling  Customer Complaints

DEALING WITH DIFFICULT DEALING WITH DIFFICULT CUSTOMERSCUSTOMERS

DEFINE A DIFFICULT CUSTOMERDEFINE A DIFFICULT CUSTOMER

Page 79: Handling  Customer Complaints

DEALING WITH DIFFICULT DEALING WITH DIFFICULT CUSTOMERCUSTOMER

1.CUSTOMER WITH SERIOUS 1.CUSTOMER WITH SERIOUS COMPLAINTCOMPLAINT

2.CUSTOMER WHO HAS BEEN HANDLED 2.CUSTOMER WHO HAS BEEN HANDLED BADLY BY OTHERSBADLY BY OTHERS

3.CUSTOMER WITH A KINK IN 3.CUSTOMER WITH A KINK IN PERSONILTYPERSONILTY

Page 80: Handling  Customer Complaints

HANDLING DIFFICULT HANDLING DIFFICULT CUSTOMERSCUSTOMERS

4.4. CUSTOMER WHO IS METICULOUS & CUSTOMER WHO IS METICULOUS &

EXPECTS YOU TO BE SOEXPECTS YOU TO BE SO 5.5. CUSTOMER WHO FAKES COMPLAINT CUSTOMER WHO FAKES COMPLAINT

OR MULTIPLIES A SMALL ISSUEOR MULTIPLIES A SMALL ISSUE

Page 81: Handling  Customer Complaints

DEALING WITH DIFFICULT DEALING WITH DIFFICULT CUSTOMERSCUSTOMERS

TO BEGIN WITH:TO BEGIN WITH: CLASSIFY THE CUSTOMER IN FRONT CLASSIFY THE CUSTOMER IN FRONT

OF YOUOF YOU

DEAL WITH HIM ACCORDINGLYDEAL WITH HIM ACCORDINGLY

EXAMPLES----PARTICIPANTS & OTHERSEXAMPLES----PARTICIPANTS & OTHERS

Page 82: Handling  Customer Complaints

TURNING FOES INTO FRIENDSTURNING FOES INTO FRIENDS

IN CASE CUSTOMER COMPLAINTS ARE IN CASE CUSTOMER COMPLAINTS ARE NOT HANDLED WELL, YOU HAVE AN NOT HANDLED WELL, YOU HAVE AN ENEMYENEMY

EXAMPLE OF SIERRA HARMING THE EXAMPLE OF SIERRA HARMING THE SALES OF INDICASALES OF INDICA

Page 83: Handling  Customer Complaints

TURNING FOES INTO FRIENDSTURNING FOES INTO FRIENDS

A DISSATISFIED CUSTOMER IS PART OF A DISSATISFIED CUSTOMER IS PART OF CONSUMER DEMOCRACY:CONSUMER DEMOCRACY:

HE USES HIS RIGHT OF VOTING YOU HE USES HIS RIGHT OF VOTING YOU OUTOUT

SILENT HEART ATTACK VERSUS SILENT HEART ATTACK VERSUS VIOLENT HEART ATTACK VIOLENT HEART ATTACK

Page 84: Handling  Customer Complaints

YOU ARE ONE MAN ARMY?YOU ARE ONE MAN ARMY?

SMILE & SILENCE ARE TWO POWERFUL SMILE & SILENCE ARE TWO POWERFUL TOOLSTOOLS

1.SMILE IS THE WAY TO MANY 1.SMILE IS THE WAY TO MANY PROBLEMSPROBLEMS

Page 85: Handling  Customer Complaints

SMILESMILE

1. SMILE OF WELCOME:1. SMILE OF WELCOME: THE CUSTOMER IS NOT A FACELESS THE CUSTOMER IS NOT A FACELESS

PERSON.PERSON. YOU RECOGNISE HIS/HER PRESENCE YOU RECOGNISE HIS/HER PRESENCE

WITH A SMILE OF WELCOMEWITH A SMILE OF WELCOME YOU ARE NOT NEUTRAL TO HIMYOU ARE NOT NEUTRAL TO HIM

Page 86: Handling  Customer Complaints

SMILESMILE

DO NOT LAUGH:DO NOT LAUGH: IT CAN INCREASE ANGERIT CAN INCREASE ANGER

IT MAY BE MISUNDERSTOODIT MAY BE MISUNDERSTOOD

DON’T CUT JOKES –IT WILL NOT DON’T CUT JOKES –IT WILL NOT REDUCE TENSION.IT MIGHT ENHANCE REDUCE TENSION.IT MIGHT ENHANCE ITIT

Page 87: Handling  Customer Complaints

SMILESMILE

TWO PRACTICAL EXERCISESTWO PRACTICAL EXERCISES

Page 88: Handling  Customer Complaints

SILENCESILENCE

SILENCE IS THE WAY TO AVOID SILENCE IS THE WAY TO AVOID PROBLEMS:PROBLEMS:

KEEP QUIET & LISTENKEEP QUIET & LISTEN REMAIN GLUED TO THE REMAIN GLUED TO THE

COMLAINANT,NOD .DONT IGNORE HIMCOMLAINANT,NOD .DONT IGNORE HIM

Page 89: Handling  Customer Complaints

TURNING FOES INTO FRIENDSTURNING FOES INTO FRIENDS

SURPRISINGLY IF YOU HANDLE SURPRISINGLY IF YOU HANDLE COMPLAINT WELL THE CUSTOMER NOT COMPLAINT WELL THE CUSTOMER NOT ONLY CONTINUES TO REMAIN WITH ONLY CONTINUES TO REMAIN WITH YOU BUT MAY SUPPORT YOU IF HE YOU BUT MAY SUPPORT YOU IF HE FINDS THAT YOU WERE BETTER THAN FINDS THAT YOU WERE BETTER THAN YOUR COMPETITION IN HANDLING HIS YOUR COMPETITION IN HANDLING HIS COMPLAINTCOMPLAINT

Page 90: Handling  Customer Complaints

TURNING FOES INTO FRIENDSTURNING FOES INTO FRIENDS

EXAMPLE OF MAHINDRA SCORPIO EXAMPLE OF MAHINDRA SCORPIO

EXAMPLE OF GODREJ FRIDGE EXAMPLE OF GODREJ FRIDGE

Page 91: Handling  Customer Complaints

ANALYSING SELFANALYSING SELF

1.WHAT ARE YOUR PERSONAL 1.WHAT ARE YOUR PERSONAL STRENGTHS IN DEALING WITH STRENGTHS IN DEALING WITH CUSTOMER COMPLAINTS ?CUSTOMER COMPLAINTS ?

2. WHAT ARE YOUR PERSONAL 2. WHAT ARE YOUR PERSONAL WEAKNESSES IN DEALING WITH WEAKNESSES IN DEALING WITH CUSTOMER COMPLAINTS?CUSTOMER COMPLAINTS?

Page 92: Handling  Customer Complaints

FINALLYFINALLY

IT DEPENDS ON YOU :IT DEPENDS ON YOU :

1.DO YOU WANT TO HANDLE 1.DO YOU WANT TO HANDLE COMPLAINTS EXCEPTIONALLY?COMPLAINTS EXCEPTIONALLY?

2.ARE YOU LEARNING THE POSITIVE 2.ARE YOU LEARNING THE POSITIVE ATTITUDE TO FACE CUSTOMER ATTITUDE TO FACE CUSTOMER COMPLAINTS?COMPLAINTS?

Page 93: Handling  Customer Complaints

FINALLYFINALLY

3.ARE YOU MAKING EFFORTS TO 3.ARE YOU MAKING EFFORTS TO REALLY LEARN ABOUT YOUR REALLY LEARN ABOUT YOUR PRODUCTS & SERVICES?PRODUCTS & SERVICES?

4.DO YOU ENJOY MEETING 4.DO YOU ENJOY MEETING CUSTOMERS OR THEIR COMPLAINTS?CUSTOMERS OR THEIR COMPLAINTS?

5.NEVER OVERPROMISE BUTALWAYS 5.NEVER OVERPROMISE BUTALWAYS OVERPERFORMOVERPERFORM

Page 94: Handling  Customer Complaints

FINALLYFINALLY

6.IF YOU CAN RELATE THE CUSTOMER 6.IF YOU CAN RELATE THE CUSTOMER WITH A SERIOUS COMPLAINT AS A WITH A SERIOUS COMPLAINT AS A FRIEND WHO HAS A GENUINE FRIEND WHO HAS A GENUINE COMPLAINT , YOU WILL ACT IN A COMPLAINT , YOU WILL ACT IN A MUTUALLY SATISFYING MANNERMUTUALLY SATISFYING MANNER

Page 95: Handling  Customer Complaints

DISARMING COMPLAINERSDISARMING COMPLAINERS

THANK HIM FOR COMPLAININGTHANK HIM FOR COMPLAINING

WHY?WHY?

Page 96: Handling  Customer Complaints

DISARMING COMPLAINERSDISARMING COMPLAINERS

HE COULD HAVE SWITCHED LOYALTYHE COULD HAVE SWITCHED LOYALTY

THANK HIM FOR COMPLAININGTHANK HIM FOR COMPLAINING

Page 97: Handling  Customer Complaints

DISARMING --DISARMING --

HE MAY BE SATISFIED WITH YOUR HE MAY BE SATISFIED WITH YOUR ACTIONS ACTIONS

HE MAY BECOME YOUR AMBASSADORHE MAY BECOME YOUR AMBASSADOR

BUT HE NEEDS SERVICE BUT HE NEEDS SERVICE

Page 98: Handling  Customer Complaints