Lesson 2 handling customer complaints (2)
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Transcript of Lesson 2 handling customer complaints (2)
HANDLINGCUSTOMER COMPLAINTS
Learn what makes excellent customer service; and
Learn ways to handle a complaint.
OBJECTIVE:
A lil brain teaser to start our day!
A clerk at a butcher shop stands at 180 cm tall and wears size 13 sneakers.
What does he weigh?
A lil brain teaser to start our day!
He weighs this ->
WHO ARE YOUR CUSTOMERS?
THE BASIS OF CUSTOMER SERVICE IS:
CUSTOMER IS ALWAYS RIGHT
… OR DO THEY?
EXCELLENT CUSTOMER SERVICE
C O M M I T M E N T T O Q U A L I T Y
K N O W Y O U R P R O D U C T S / S E R V I C E
K N O W Y O U R C U S T O M E R S
T R E A T P E O P L E W I T H C O U R T E S Y
D O N ’ T A R G U E W I T H C U S T O M E R S
EXCELLENT CUSTOMER SERVICE
A T T E N D T O C U S T O M E R S P R O M P T LY
A L W AY S D E L I V E R Y O U R P R O M I S E S
A S S U M E C O M P L A I N T I S B O N A F I D E
F O C U S O N C U S T O M E R S , N O T S A L E S
M A K E T H I N G S E A S Y
Bad customer service is a disservice
Let’s watch a sample.
Discuss it after watching and tell us how to improve it.
Customer complaints is an opportunity for organisations to improve themselves.
How so?
Q: How do you deliver better
services?
A:In handling customers lies
the answer.
1 2 3 4 5LISTEN TO UNDERSTAND
EMPATHY OFFER SOLUTION(S) IMPLEMENT
FOLLOW UP & FOLLOW THROUGH
#1 LISTEN TO UNDERSTAND
APPLY ACTIVE AND REFLECTIVE LISTENING. ASK THE RIGHT QUESTIONS. APPLY THE 7Cs OF COMMUNICATION
E.G:
1. SAY “YES” TO ACKNOWLEDGE - ACTIVE
2. RECONFIRM WHAT THEY SAID – REFLECTIVE
#2 EMPATHY
PUT YOURSELF IN THEIR SHOES
E.G:
“I UNDERSTAND HOW FRUSTRATING THIS MUST BE”
#3 OFFER SOLUTIONS
THAT IS WITHIN YOUR MEANS.SOLVE IT.
E.G:
“CAN WE DO THIS FOR YOU?”
#4 IMPLEMENT
EXPLAIN WHAT NEEDS TO BE DONE AND ACTUALLY TAKE ACTION, PROMPTLY!
#5 FOLLOW UP AND FOLLOW THROUGH
AFTER ACTIONS TAKEN, GO BACK TO COMPLAINANT
E.G:“THIS IS WHAT WE HAVE DONE.”
1 2 3 4 5APPLY ACTIVE AND REFLECTIVE LISTENING
PUT YOURSELF IN THEIR SHOES
OFFER SOLUTION(S)
IMPLEMENT,
TAKE ACTION!
GO BACK TO COMPLAINANT
LET’S PRACTICE!
Get into a pair and practice it.
Watch this video.Compare it to what we’ve learn and make notes.
HOW TO HANDLE
ANGRY CUSTOMERS?
THE SOCIAL MEDIA
Imagine that you are the CEO of Fresh Farm.
HOW WOULD YOU HANDLE
THIS MILKGATE?
THE SOCIAL MEDIA
HOW TO
WINTHEM OVER?
SUMMARY
WHAT HAVE WE LEARNED SO FAR?:
WHAT MAKES EXCELLENT SERVICE HOW TO HANDLE COMPLAINTS