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Dealing with problems and complaints

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					        Dealing with
customer complaints!

 Lecturer: Nguyen Ngoc
Objectives:

At the end of the lesson, you will be able to
Understand how handling complaints can
  deliver benefits to the organization
Be more aware of complaint strategies.
Apply complaint strategies
A bad shopping experience

What did you buy?
What went wrong?
How did the sale person deal with your
 problem?
Did you you feel happy with it?
What lesson did you learn?
          I had a problem with
         one of your products.
   When I told the saleperson about it,
             he was arrogant




                                 The person on the phone didn’t
                                        even listen to me


He told me it wasn’t his fault
What are some consequences of
   poor handling with customer
                   complaints?
Lose customer loyalty
Unhappy customers spread the bad word
 to their friends and family >> lose more
 customers
Developing an action checklist
Dos and don’ts
Some Complaint strategies

Let the customer show their anger
Listen carefully to the details of the
 problem
Offer a more expensive product or service
 to replace the first order
Summarise and make sure the customer
 agrees to the plan of action
Complaint strategies review

Ok, so none of us actually like to listen to
 complaints. However, complaints are a
 way to learn how to i................... your
 business.
Complaint strategies review

Ok, so none of us actually like to listen to
 complaints. However, complaints are a
 way to learn how to improve your
 business.
Complaint strategies review

............. Customers want to be heard and
 understood.
Complaint strategies review

Listen: Customers want to be heard and
 understood.
Complaint strategies review

......................- for the inconvenience
Complaint strategies review

Apologise for the inconvenience
Complaint strategies review

1. Keep calm, be .................and provide
   assurance (that you are willing to help;
   that the problem will not recur).
Keep calm, be polite and provide
 assurance (that you are willing to help;
 that the problem will not recur
Sy........................: show that you
 understand the problem. Show that you
 have heard their complaint.
Complaint strategies review

Sympathise: show that you understand
 the problem. Show that you have heard
 their complaint
Complaint strategies review

1. Take .....................: pass the complaint
   on to someone else or deal with it
   yourself.
Complaint strategies review

1. Take action: pass the complaint on to
   someone else or deal with it yourself.

				
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posted:9/12/2011
language:English
pages:23