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Objectives 1. To discover how handling complaints and

customer service are related.

2. To examine how to handle difficult customers.

3. To show the benefits of handling complaints

correctly.

4. To analyze the handling complaints cycle.

5. To discuss the business advantages of proper

customer service.

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Main Menu

• Introduction

• Handling Complaints Cycle

• Difficult Customers

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Introduction

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Customer Service

• Is the involvement and enhancements a business undertakes to satisfy customers

• Is an assistance program performed by specific people to aid in directing customer needs

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Customer Service• Includes the following:

– recognizing the value of customers– making products easy to purchase– giving the customer a reason to purchase again– staying in constant communication

with customers– making the customer feel

important and appreciated– establishing an efficient order

and delivery system

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Handling Complaints

• Is important in keeping customers happy– on average, if one person complains

they tell five to six people, then those people tell another five to six, and so on one complaint will be

known by an average of 67 people

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Handling Complaints• Can occur in a variety of environments

such as:– over the phone– at a retail store– over the Internet (through chat or e-mail)– informally with the customer

Example: A car salesman might run into an unhappy customer shopping at a grocery store

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Handling Complaints• Can be accomplished in a variety of ways

such as:– following a specified set of rules such

as an employee handbook– using a case-by-case basis– through written scripted responses

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Handling Complaints• Can make every customer a satisfied

customer• Involves listening to the customer• Also involves analyzing the problem• Includes solving customer problems

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Handling Complaints

• Can save a business money by keeping a customer rather than recruiting a new customer– it can cost up to six times more to recruit

a new customer than to keep an existing customer

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Handling Complaints• Is one of the most important parts of

customer service• Can be used in a number of ways to

help a business expand, grow and think of new ideas

• Can be managed by following the handling complaints cycle

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Handling Complaints

Cycle

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Handling Complaints Cycle

2. Confirm the

complaint3. Analyze

the complaint

4. Solve the complaint

5. Ask the customer if the

solution is satisfactory

1. Listen to the

customer

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Listening to the Customer

• Is the first step in the Handling Complaints Cycle

• Involves letting the customer speak without interrupting him or her

• Also involves writing down notes for record keeping

– notes can be used to track customer complaints

– they can also be used to track individual customer problems

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Confirming the Complaint

• Is the second step in the cycle • Involves ensuring the customer

service representative understands the problem

• Often involves rephrasing or rewording the customer’s problem – what I hear you saying is…– so you are saying you are mad…– you think the problem seems to be…

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Analyze the Complaint

• Is the third step in the cycle

• Involves asking “drill down” questions

to get to the specific problem

– drill down questions include questions

and phrases such as the following: tell me more

what happened next?

anything else?

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Solve the Complaint• Is the fourth step in the cycle • Involves attempting to find a viable

solution for the customer’s complaint• May involve exchanging the product

for a different product or giving the customer a coupon or their money back

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Ask the Customer if the Solution is Satisfactory• Is the fifth step in the cycle

• Includes asking the customer if they are satisfied with the solution presented in the fourth step

• Also includes asking the customer if there are any additional problems– if the customer has additional problems,

the cycle begins again

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Difficult Customers

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Handling Difficult Customers

• Can be challenging for customer service

representatives

• Requires customer service representatives to focus

on the problem, not the negative attitude or possibly

profane language of the customer

• Involves remaining calm under pressure

– difficult customers can be extremely stressful, so

relaxation techniques such as deep breaths and

counting to five can help

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Empathy• Is the act of understanding and

vicariously experiencing another’s situation

• Can be used to deal with difficult customers

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Handling Difficult Customers

• Is best handled by determining exactly how angry the customer is with the product or service relative to other customers on a scale from 1-10

• “10” would be absolutely irate– such an angry customer may not be able to

be handled– follow the handling complaints cycle, but

understand some customers may be unable to be pleased

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Handling Difficult Customers

• “5” would be an average angry customer who can be pleased with careful questioning, consoling and a proper solution– proper use of the handling complaints cycle can

usually turn this angry customer into a satisfied customer

• “1” would be an easy going customer who would like to bring a point to the company’s attention in a calm and pleasant way – this type of customer just wants their ideas to be

heard– usually listening is all that is necessary

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Handling Complaints• Usually the real number of complaints

regarding a product or service is always higher than the number reported

– most people do not verbalize their complaints

– in fact, a recent study reported 96 percent of complaints went untold complaints take time complaints take effort

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Handling Complaints• Can be used to look for ways to improve a

business

• Can be used to look for opportunities for

new businesses

• Can be used to strategically look for

strengths and weaknesses of a business

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Tips for Handling Complaints

• Keep your temper down • Be polite and respectful• Exceed the customer’s expectations• Listen with an intent to resolve the

complaint 

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Handling Complaints Conclusion

• Customer service is the involvement and enhancements a business undertakes to please customers

• The handling complaints cycle involves the following steps: listening to the customer, confirming the complaint, analyzing the complaint, solving the complaint and asking the customer if the solution is satisfactory

• Handling complaints correctly can save a business money

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Types of Difficult Customers

• Disagreeable• Domineering/Superior• Suspicious• Slow/Methodical• Dishonest

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Types of Disagreeable• Argumentative• Complaining• Irritable/Moody• Insulting• Impatient• Leave-me-alone Attitude

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Types of Suspicious • Skeptical• Look for tricks or evasions• Ask questions that seem silly• Defensive• Insecure• May not communicate

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Types of Domineering/Superior

• Haughty; Overbearing• Have all the answers• Opinionated• Very talkative• Pushy• Always right• Know what they want

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Types of Slow/Methodical Customers

• Silent– Shy, Insecure, Sensitive– Reluctant to Ask Questions– Reluctant to accept help– Appear Indifferent

• Indecisive– Hesitate to make buying decisions– Lack confidence in self and judgment– Make excuses for not buying now– Unfamiliar with today’s prices– Change mind often– Easily confused– Show doubt through body language– Fear making wrong choices– Have relative or friend help to shop

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Types of Dishonest• Who intentionally attempt to avoid paying

for part or all of the cost of a product or service

• May– Not pay for merchandise (steal)– Purchase items, use them, and return them

for a refund– Switch or alter the price of an item– Damage merchandise and then ask for

discounts

Guidelines for dealing withDisagreeable

• They are often surprised and calmed by salespeople who are composed, courteous, and efficient

• Serve promptly• Give special attention• Listen carefully• Don’t argue or interrupt• Agree when possible• Be patient and understanding

– Empathy

• Do not act offended• Remain positive and pleasant• Be sincere and respectful• Base your presentation on points of agreement• Use the “yes, but” method• Do not press for a decision

Guidelines for Dealing withDomineering

• Let clients do the talking• Listen respectfully and attentively• Do not be offended or intimidated• Keep customers’ attention centered on

merchandise or service• Ask their advice• Consult them on details• Compliment and praise them• Provide contact information• Be brief

Guidelines for dealing withSuspicious Customers

• Be conservative• Stick with facts• Be frank (honest) and patient• Don’t push or high pressure• Guide and lead• Never argue• Admit limitations of service or product• Explain guarantees, features and benefits• Be prepared to demonstrate and redemonstrate• Be honest and sincere in answering even the most trivial

questions• Question tactfully to determine why the client is suspicious

Guidelines in dealing withSlow/Methodical Customers

• Be patient• Do not show too many items• Narrow choices quickly by removing items in which the

customers do not appear interested• Get them to agree to key selling points• Draw out information by asking questions that require

more than just yes/no• Demonstrate products carefully• Help them feel comfortable• Emphasize choice to which client keeps returning• Summarize the benefits• Guide them to close

Guidelines in dealing withDishonest Customers

• Watch for signs dishonesty• Observe closely• Avoid confrontation• Remain calm• Know whom and when to call for

assistance