Handling customer complaints

HANDLING CUSTOMER COMPLAINTS

2008

HANDLING COMPLAINTS

WHO IS YOUR CUSTOMER ?

TYPES OF CUSTOMERS ?


CUSTOMER 1.THE ONE WHO PAYS2.THE ONE WHO USES3.THE ONE WHO DECIDES

COMPLAINTS

INTERNAL CUSTOMERS

THEY ARE AS IMPORTANT AS EXTERNAL CUSTOMERS

UNFORTUNATELY WE IGNORE THEM

INTERNAL CUSTOMERS ISSUES:

1. YOU ARE FRIENDLY WITH THE INTERNAL CUSTOMER THINGS GO WELL YOU CAN USE IT TO ADVANTAGE

INTERNAL CUSTOMER2. YOU HAVE SERIOUS DIFFERENCE : FOCUS ON ISSUES & NOT ON PERSONALITY OR PAST RELATIONSHIP

3. YOU HAVE A NEUTRAL RELATIONSHIP:TREAT HIM WITH COURTSEY

INTERNAL CUSTOMERFUNDAMENTAL RULE :TREAT HIM AS A CUSTOMER & FOLLOW ALL THE RULES OF THE GAMEWHAT ARE THOSE RULES ?----------

RULES OF THE GAME

1.MEET HIM WITH APPOINTMENT2. ALWAYS BE PUNCTUAL3. SET A TIME SPAN FOR DISCUSSION4.FOCUS ON ISSUES5. IGNORE PAST DIFFERENCES6.FOCUS ON ACHIEVING RESULTS


WHY DO CUSTOMERS COMPLAIN?

GROUP DISCUSSION ON WHY DO CUSTOMERS COMPLAIN &WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE?

CUSTOMER COMPLAINS BECAUSE :

1.HIS EXPECTATIONS ARE NOT BEING MET

2YOU OR SOMEONE IN YOUR ORGANISATION WAS RUDE,INDIFFERENT OR DISCOURTEOUS TO HIM3.HE FEELS HE WAS NOT LISTENED TO

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

CUSTOMERS COMPLAIN--

5.HE IS SUSPICIOUS & FEELS THAT YOU OR YOUR ORGANISATION IS DISHONEST 6HE FEELS HE WAS NOT LISTENED TO7.HE ACTED ON INSTRUCTIONS, WHICH WERE WRONG

CUSTOMERS COMPLAIN--8.HE WAS SCREAMED ON PHONE.

9. HE WAS TRANSFERRED ON PHONE WITHOUT CONSENT

10HIS INTEGRITY OR HONESTY WAS QUESTIONED.

CUSTOMERS COMPLAIN--

11.YOU OR SOMEONE ARGUED WITH HIM

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

CUSTOMERS COMPLAIN --

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

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

GENUINE COMPLAINTS

WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE ?

HOW DO WE HANDLE GENUINE COMPLAINTS ?

CASE STUDIESEACH PARTICIPANT TO WRITE DOWN 1.TWO CASES WHERE HIS/HER COMPLAINT WAS HANDLED VERY WELL

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

COMPLAINTS

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

ACTION TAKEN BY THE ORGANISATION


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

DO YOU RECORD COMPLAINTS?

COMPLAINTS

HOW DO YOU KNOW THAT THE COMPLAINT WAS HANDLED WELL?

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


ARE YOU EMPOWERED ?

EMPOWERMENT

BY YOUR COMPANY

BY YOURSELF

EMPOWERMENT

WHAT IS EMPOWERMENT POLICY IN YOUR COMPANY?IS IT STATED POLICY OR INFORMAL?

WRITE DOWN THE POLICY IN ONE PARAGRAPHYOUR SUGGESTION FOR IMPROVEMENTS

EMPOWERMENT

DO YOU THINK EMPOWERMENT IS USEFUL TO THE ORGANISATION?

FOUR PRESENTATIONS

COMPLAINTSEXAMPLES OF EMPOWERMENT:

1.MAURYA SHERATON

2. LE MERIDIEN

3.GODREJ SOAPS


TWO ROLE PLAYS

1.LOYAL EMPLOYEEHOTEL CUSTOMER COMPLAINING ABOUT LEAKING TAP & NOISEY AIR CONDITIONER IN THE ROOM.

COMPLAINTS

2. LENIENT EMPLOYEE

CUSTOMER COMPLAINS ABOUT STALE VEGETABLE & SPICY FOOD

HANDLING CUSTOMER COMPLAINTSTWO BORDEN & BUSSY APPROACHES

1.PROTECT YOUR COMPANYS INTERESTSRESIST COMPENSATION OR REFUND OR RETURN OR BLAMEGIVE EXAMPLES OF OTHER HAPPY CUSTOMERSINFORM ABOUT ISO 9000

COMPLAINTS

UNFORTUNATELY

THE RESULT IS MORE DISSATISFIED CUSTOMERLOSS OF CUSTOMER FOR EVER


2.LISTEN TO THE CUSTOMERHAVE PATIENCEEMPATHISE WITH THE CUSTOMERLET THE CUSTOMER OVERSTATE HIS CASECUSTOMER SOFTENS ?

COMPLAINTS

FIRST APPROACH:BOXING

SECOND APPROACH:PRICK THE BALLOON

BASICS OF TREATING CUSTOMERS

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

WHAT DID YOU PARTICULARLY DO WELL TO WARRANT THE THANKS?

BASICS OF TREATING CUSTOMERS

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

[ HOW CAN YOU DO THAT?

BASICS OFMAKE A HABIT OF COURTSEY & NOT AN EXCEPTION.FOR EXAMPLE, WILL YOU REMOVE SHOES ENTERING A TEMPLE IN A JUNGLE?IT IS INGRAINED IN YOU. IT IS NOT A PUT ON

BASICS OF TREATING YOUR CUSTOMERS

2.MAKE THEM FEEL IMPORTANT

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

BASICS

3.BE WILLING TO HELP THEM[ CUSTOMERS FEEL AT EASE IF THEY FEEL YOU ARE A FRIEND WHO CAN BE COUNTED FOR HELP][ THEY MAY NOT ASK FOR HELP AT ALL]

BASICS OF TREATING YOUR CUSTOMERS

4.LEARN TO SMILE .DONT MOAN

[SMILING IS EASY. MOANING IS DIFFICULT. DO THE EASY THING.][SMILING IS INFECTIOUS. HELP MAKE FRIENDS . WHY DO YOU WANT ENEMIES ?

BASICS

5. YOUR PERSONAL APPEARANCE REFLECTS YOUR COMPANY STANDARD.

WOULD YOU LIKE TO ENHANCE THE IMAGE OR DECREASE IT?TWO PARTICIPANTS TO VERBALISE GOOD APPEARANCE

BASICS

6.ARE YOU FULLY ARMED WITHNEEDED INFORMATIONPRICELISTTERMSPRODUCT RANGECOMPUTERTILL ETC ETC

BASICS

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

[IT WILL SPOIL YOUR NAME]

BASICS

ALWAYS PRESENT YOURSELF & CO POSITIVELY

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

CUSTOMERS WITH SPECIAL NEEDS

1.CHILDREN2.FOREIGNERS3.DEAF4.BLIND5.DISABLED6.SENIOR CITIZENS


1. CHILDREN

USE SIMPLE LANGUAGE

USE THEIR NAME IF YOU KNOW ITDISTRACT THEM RATHER THAN REBUKE THEM IF THEY MISBEHAVE


2.ELDERLY

THEY ARE SLOWDO NOT RUSH THEMAVOID PETRONISING THEMDO NOT SPEAK DOWN TO THEM

ELDERLY

AVOID JARGONS

BE PREPARED TO REPEAT

FOREIGN CUSTOMERSLISTEN TO THEM CAREFULLY

SPEAK SLOWLY USING SIMPLE WORDSUSE SHORT SENTENCES

AVOID SHOUTING, LAUGHING OR IMPATIENCE

DEAF

FACE THEM CONTINUOUSLY

DONT SHOUT. THIS WILL DISTORT MOUTH & WILL MAKE LIP READING DIFFICULTUSE SIMPLE SIGNS

BLIND

SPEAK AS YOU APPROACH THEM

DONT SHOUT. THEY ARE NOT DEAF

SERVICE PERSONS ROLE

MAKES CUSTOMERS COMFORTABLE

MAKING CUSTOMERS COMFORTABLE

DO YOU CHAT WHILE CUSTOMER IS IN FRONT?

DO YOU CLOSE SHOP 10 MINUTES BEFORE DO YOU CHEW GUM IN FRONT OF CUSTOMER ?

DEALING WITH COMPLAINTS

1. FOUR CASE STUDIES OF DEALING WITH COMPLAINTS

2.FOUR PARTICIPANTS TO ANALYSE THE CASE STUDIES

DEALING WITH COMPLAINTS1.BE CALM

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


3. LISTENMAKE NOTESSWITCH OFF YOUR MOBILETAKE PHONE OFF THE HOOKHOLD ALL CALLSPAY ATTENTIONCONCENTRATE

DEALING WITH COMPLAINTS4.EMPATHISE:

I CAN APPRECIATE YOUR DISAPPOINTMENTTHAT MUST BE DIFFICULT TO ACCEPT

DEALING WITH---5. DO NOT JUSTIFY LAPSES:

SICK EMPLOYEESTRUCK DID NOT REACHSYSTEM FAILUREMANUFACTURING PROBLEM

DEALING WITH--6. MAKE NOTES:

READ NOTES BACK TO CUSTOMER

CLARIFY DOUBTS

SIMPLE LANGUAGE

DEALING WITH--

7.AGREE ON A COURSE OF ACTION:GIVE TIME FRAMEBE SURE YOU CAN MEET DEADLINE

CONSULT OTHERS FOR DATES

DEALING WITH --

8.PROMISE LESS PERFORM BETTER

BUILD CREDIBILITY


9.FOLLOW THROUGH

TAKE FOLLOW UP ACTIONINFORM CUSTOMERMAKE SINCERE EFFORT

DEALING ---

WARNINGDONT SAY THINGS LIKE:I CANT BELIEVE ITTHIS CANT BE TRUEYOU ARE JOKINGNO, SURELY NOT

DEALING --

WARNINGBAD SITUATION BECOMES WORST BY NOT FOLLOWING THROUGHNOT STICKING TO DEADLINE IS BAD, NOT INFORMING ANOTHER DEADLINE IS WORSE


DO YOU KNOW THE LEGAL RIGHTS OF THE CUSTOMER?BE PREPARED TO ANSWER

IS THE CUSTOMER ALWAYS RIGHT?

NOT ALWAYSBUT YOU HAVE TO HANDLE HIM TACTFULLYDONT GET ANGRYBE SUBTLEBE POLITE EVEN IF BUSY

FAKING A COMPLAINT

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

2.THEY HAVE DRY MOUTH.LICK LIPS OFTEN3. THEY SWALLOW MORE OFTEN4. THEY MAY CLEAR THEIR THROAT MORE OFTEN5UNEVEN BREATHING

FAKING A COMPLAINT

6.THEY MAY CROSS THEIR LEGS & ARMS SIMULTANEOUSLY

7.THEIR FEET COULD BE FACING THE DOOR IN CASE THEY HAVE TO RUSH OUT8.THEIR POSTURE IS OFTEN STIFF

FAKING A COMPLAINT

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

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

PACIFYING AN ANGRY CUSTOMER

1. BE POLITE & PATIENT

2. DO NOT INTERRUPT BUT LISTEN PATIENTLY

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


ASK OPEN QUESTIONS

TRYING TO CLARIFYING SITUATION---WRITE DETAILS. CHECK NON VERBAL SIGNALSREACT TO NON VERBAL SIGNALS

PACIFYING---

KEEP YOUR COOL

KEEP STRESS UNDER CONTROLLOOK AT CAUSES OF STRESSDECIDE WHAT YOU CAN DO ABOUT PROBLEM

KEEPING STRESS UNDER CONTROL

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

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

PACIFYING--

KEEPING STRESS UNDER CONTROL:

TRY YOGATAKE A HOBBYLEARN TO PAY A COMPLIMENTTO A CUSTOMER OR A FRIEND--- DONT TELL A LIE


HAVE YOU HAD A CUSTOMER COMPLAINT WHICH WAS NOT RESOLVED ?IF SO, WHAT WOULD YOU DO DIFFERENTLY IF A SIMILAR SITUATION AROSE IN FUTURE?

EMPATHY OR SYMPATHY

PARTICIPANTS TO DEFINE AND DIFFERENTIATE THE TERMS :EMPATHYSYMPATHY

EMPATHY TO PUT YOURSELF IN CUSTOMERS SHOES AND FEEL LIKE HIM

YOU ARE LIKELY TO ACT POSITIVELY & INSTICTIVELY TO HELP THE CUSTOMERHE WILL BECOME A FRIEND

SYMPATHYPUTS YOU ON A HIGHER PEDASTAL

YOU ARE LIKELY TO LOOK DOWN UPONAS IF YOU ARE DONATING AND HENCE YOU FEEL PITY FOR HIMEVEN DISABLED ASK FOR EMPATHY & NOT SYMPATHY

EMPATHY & SYMPATHY

KNOWING THE DIFFERENCE BETWEEN THE TWO WILL PROPEL YOU TO TAKE ACTION ON CUSTOMER COMPLAINTS IN POSITIVE &PROACTIVE MANNERHENCE EMPATHISE WITH THE CUSTOMER

CUSTOMER SERVICE STANDARDS & GOALS1. THESE DEPEND ON:

YOUR ORGANISATION STANDARDSYOUR OWN STANDARDSYOUR COMPETITIONS STANDARDS

CUSTOMER SERVICE STANDARDS & GOALS

2.YOUR COMPANY WILL SET ITS GOALSHAVE YOU SET HIGHER GOALS FOR YOURSELF?

GOALS3.

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

ALL PARTICIPANTS TO WRITE FIVE MOST IMPORTANT POINTS

DEALING WITH DIFFICULT CUSTOMERS

DEFINE A DIFFICULT CUSTOMER

DEALING WITH DIFFICULT CUSTOMER

1.CUSTOMER WITH SERIOUS COMPLAINT2.CUSTOMER WHO HAS BEEN HANDLED BADLY BY OTHERS3.CUSTOMER WITH A KINK IN PERSONILTY

HANDLING DIFFICULT CUSTOMERS4.CUSTOMER WHO IS METICULOUS & EXPECTS YOU TO BE SO5.CUSTOMER WHO FAKES COMPLAINT OR MULTIPLIES A SMALL ISSUE

DEALING WITH DIFFICULT CUSTOMERSTO BEGIN WITH:CLASSIFY THE CUSTOMER IN FRONT OF YOU

DEAL WITH HIM ACCORDINGLY

EXAMPLES----PARTICIPANTS & OTHERS

TURNING FOES INTO FRIENDS

IN CASE CUSTOMER COMPLAINTS ARE NOT HANDLED WELL, YOU HAVE AN ENEMYEXAMPLE OF SIERRA HARMING THE SALES OF INDICA


A DISSATISFIED CUSTOMER IS PART OF CONSUMER DEMOCRACY:HE USES HIS RIGHT OF VOTING YOU OUTSILENT HEART ATTACK VERSUS VIOLENT HEART ATTACK

YOU ARE ONE MAN ARMY?

SMILE & SILENCE ARE TWO POWERFUL TOOLS

1.SMILE IS THE WAY TO MANY PROBLEMS

SMILE

1. SMILE OF WELCOME:THE CUSTOMER IS NOT A FACELESS PERSON.YOU RECOGNISE HIS/HER PRESENCE WITH A SMILE OF WELCOMEYOU ARE NOT NEUTRAL TO HIM

SMILEDO NOT LAUGH:IT CAN INCREASE ANGER

IT MAY BE MISUNDERSTOOD

DONT CUT JOKES IT WILL NOT REDUCE TENSION.IT MIGHT ENHANCE IT

SMILE

TWO PRACTICAL EXERCISES

SILENCE

SILENCE IS THE WAY TO AVOID PROBLEMS:

KEEP QUIET & LISTENREMAIN GLUED TO THE COMLAINANT,NOD .DONT IGNORE HIM


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


EXAMPLE OF MAHINDRA SCORPIO

EXAMPLE OF GODREJ FRIDGE

ANALYSING SELF1.WHAT ARE YOUR PERSONAL STRENGTHS IN DEALING WITH CUSTOMER COMPLAINTS ?

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

FINALLYIT DEPENDS ON YOU :

1.DO YOU WANT TO HANDLE COMPLAINTS EXCEPTIONALLY?

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

FINALLY

3.ARE YOU MAKING EFFORTS TO REALLY LEARN ABOUT YOUR PRODUCTS & SERVICES?4.DO YOU ENJOY MEETING CUSTOMERS OR THEIR COMPLAINTS?5.NEVER OVERPROMISE BUTALWAYS OVERPERFORM

FINALLY

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

DISARMING COMPLAINERS

THANK HIM FOR COMPLAINING

WHY?

DISARMING COMPLAINERS

HE COULD HAVE SWITCHED LOYALTY

THANK HIM FOR COMPLAINING

DISARMING --

HE MAY BE SATISFIED WITH YOUR ACTIONS HE MAY BECOME YOUR AMBASSADOR

BUT HE NEEDS SERVICE

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Handling customer complaints