Dealing with Complaints
What Skills are Needed?
Effective use of body language
Good product knowledge
Effective complaint handling skills
Why are These Skills Needed?
Customer facing situations require service skills
When customer experiences go wrong staff
need to deal with the outcomes
Create loyalty, save a customer
Customers regard justice as important to how
their complaints are dealt with
of Delivering Service
Customer service can be delivered through three
Written (letters, faxes, emails)
focus on warranties and guarantees and have a fear of taking risks.
need to be appreciated and have a fear of being ignored.
focus on results and have a fear of failing.
Go to the Activity to practice
your own customer service skills