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Handling Customer Complaints ppt
Post: #1

Handling Customer Complaints


.pdf  1Handling Customer.pdf (Size: 32.14 KB / Downloads: 79)

Management finds out about customer dissatisfaction through two mechanisms: Voice and Exit.
“Voice” represents complaints … the voice of the customer. “Exit” occurs when the customer stops
buying or using the services. All of us have exited at one time or another, for example, if you’ve
changed your doctor, telephone carrier, or plumber due to poor service.
Service providers employ all sorts of strategies to avoid customer turnover. Smart organizations
know that it is not enough to have the lowest price or the best technology – there always seems to be
a competitor who can do it better or cheaper. There are no guarantees, but one of the best customer
retention strategies is to provide superior customer service. And that means listening to your
customers.
How well do you listen and respond to complaints from your customers? We all aim to be customer
focused ... we claim to be customer focused ... but we need to become MORE CUSTOMER
FOCUSED.
Although listening and responding is necessary, it’s not good enough. Too often, a response is
reactionary and you can easily find yourself reacting over and over again to the same complaint
(sometimes this is called “firefighting”). We need to listen and PROACT. That means listening to the
voice of the customer and making process improvements based on that feedback so that the same
complaints don’t recur.

This is a customer complaint resolution process that anyone can implement:

1 Focus on the Customer

If you can’t immediately solve the problem, respond to the customer and identify an “owner” who
will be responsible for final resolution. Complete the communications loop with customer. If
you’ve referred the complaint to others, make sure there’s closure. If you’ve left the customer
hanging without a response, you’ve become part of the problem.

2 Focus on the Complaint

Collect all complaints from all external customers and categorize them in a way that allows you to
analyze data to see trends, patterns, concentrations, tendencies, etc.

3 Focus on Process Improvement

Use the database of complaints to define processes that are important from the customer’s
perspective and to improve the most critical ones. Based on analysis of the database, make
appropriate investments to prevent issues that result in customer complaints. Look for permanent
improvements to response time, cycle time, internal processes related to the complaints, and
complaint frequency.
Post: #2
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Post: #3

Teach all your employees how to handle complaints like a pro:

1. Listen and understand

First, always listen to the customer. They are concerned about one aspect of their services. Let go of the temptation to respond in a quick way. Take the time to really listen and understand what is driving your concern.

2. Empathy

Once you have listened to your concern immediately empathize with your position to create a bond between you and the client so that they will know that you have heard their concern and will work with them to resolve the problem.

3. Offer a solution

Offer a solution to your problem. In this sense, always focus on what you can do as opposed to what you can not. There is always a solution. They may not be exactly what you are asking for, but if you focus on what you can do to deny them your requested resource they have still offered a solution and often simply having another option is enough to remedy the situation.

4. Run the solution

Solve your problem either with your originally requested resolution or an alternative you have proposed.

5. Follow-up

Once you have gone through the first four steps, be sure to follow up with them to make sure they are satisfied with the solution and that you have taken care of their concern.

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