handling customer complaints
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HANDLING CUSTOMER COMPLAINTS
SUNIL KUMAR
DESINGED BY
Sunil KumarResearch Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,MAHARSHI DAYANAND UNIVERSITY, ROHTAKHaryana- 124001 INDIA Ph. No. 09996000499email: [email protected] , [email protected] linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
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HANDLING COMPLAINTS
WHO IS YOUR CUSTOMER ?
TYPES OF CUSTOMERS ?
SUNIL KUMAR
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HANDLING CUSTOMER COMPLAINTS
CUSTOMER 1.THE ONE WHO PAYS2.THE ONE WHO USES3.THE ONE WHO DECIDES
SUNIL KUMAR
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COMPLAINTS
INTERNAL CUSTOMERS
THEY ARE AS IMPORTANT AS EXTERNAL CUSTOMERS
UNFORTUNATELY WE IGNORE THEM
SUNIL KUMAR
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INTERNAL CUSTOMERS
ISSUES:
1. YOU ARE FRIENDLY WITH THE INTERNAL CUSTOMER– THINGS GO WELL
YOU CAN USE IT TO ADVANTAGE
SUNIL KUMAR
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INTERNAL CUSTOMER
2. YOU HAVE SERIOUS DIFFERENCE : FOCUS ON ISSUES & NOT ON
PERSONALITY OR PAST RELATIONSHIP
3. YOU HAVE A NEUTRAL RELATIONSHIP:
TREAT HIM WITH COURTSEYSUNIL KUMAR
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INTERNAL CUSTOMER
FUNDAMENTAL RULE :TREAT HIM AS A CUSTOMER &
FOLLOW ALL THE RULES OF THE GAME
WHAT ARE THOSE RULES ?----------
SUNIL KUMAR
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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
SUNIL KUMAR
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HANDLING CUSTOMER COMPLAINTS
WHY DO CUSTOMERS COMPLAIN?
GROUP DISCUSSION ON WHY DO CUSTOMERS COMPLAIN &
WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE?
SUNIL KUMAR
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CUSTOMER COMPLAINS BECAUSE :
1.HIS EXPECTATIONS ARE NOT BEING MET
2YOU OR SOMEONE IN YOUR ORGANISATION WAS RUDE,INDIFFERENT OR DISCOURTEOUS TO HIM
3.HE FEELS HE WAS NOT LISTENED TO
4.HE WAS TOLD BY A STAFF MEMBER SOMETHING, WHICH WAS WRONG
SUNIL KUMAR
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CUSTOMERS COMPLAIN--
5.HE IS SUSPICIOUS & FEELS THAT YOU OR YOUR ORGANISATION IS DISHONEST
6HE FEELS HE WAS NOT LISTENED TO
7.HE ACTED ON INSTRUCTIONS, WHICH WERE WRONG
SUNIL KUMAR
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CUSTOMERS COMPLAIN--
8.HE WAS SCREAMED ON PHONE.
9. HE WAS TRANSFERRED ON PHONE WITHOUT CONSENT
10HIS INTEGRITY OR HONESTY WAS QUESTIONED.
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CUSTOMERS COMPLAIN--
11.YOU OR SOMEONE ARGUED WITH HIM
12. HE WAS TOLD HE HAD NO RIGHT TO BE ANGRY
SUNIL KUMAR
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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
SUNIL KUMAR
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GENUINE COMPLAINTS
WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE ?
HOW DO WE HANDLE GENUINE COMPLAINTS ?
SUNIL KUMAR
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COMPLAINTS
EACH PARTICIPANT ON ONE SERIOUS COMPLAINT ON ANY PRODUCT RECEIVED BY HIM,
ACTION TAKEN BY HIM ,
ACTION TAKEN BY THE ORGANISATION
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HANDLING CUSTOMER COMPLAINTS
LISTEN TO THE CUSTOMERHAVE PATIENCEEMPATHISE WITH THE CUSTOMERLET THE CUSTOMER OVERSTATE HIS
CASECUSTOMER SOFTENS ?
SUNIL KUMAR
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COMPLAINTS
FIRST APPROACH:BOXING
SECOND APPROACH:PRICK THE BALLOON
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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?
SUNIL KUMAR
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BASICS OF TREATING CUSTOMERS
1.TREAT CUSTOMERS WITH COURTSEY , SPECIALLY WHEN YOU ARE UNDER PRESSURE
[ HOW CAN YOU DO THAT?
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BASICS OF
MAKE 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
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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 ?
SUNIL KUMAR
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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]
SUNIL KUMAR
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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 ?
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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
SUNIL KUMAR
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BASICS
6.ARE YOU FULLY ARMED WITHNEEDED INFORMATIONPRICELISTTERMSPRODUCT RANGECOMPUTERTILL ETC ETC
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BASICS
7.DO NOT BLAME OTHERS & COMPANY IF YOU CAN NOT FIND INFORMATION
[IT WILL SPOIL YOUR NAME]
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BASICS
ALWAYS PRESENT YOURSELF & CO POSITIVELY
[IT WILL DEFINITELY PAY YOU RETURNS.NO ONE WANTS TO DEAL WITH FAILURES OR UNSUCCESSFUL PERSONS
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DEALING WITH COMPLAINTS
1.BE CALM
2.USE OPEN ENDED QUESTIONS:WHY ?WHEN?HOW?WHERE ?WHICH?CAN YOU EXPLAIN?
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DEALING WITH COMPLAINTS
3. LISTENMAKE NOTESSWITCH OFF YOUR MOBILETAKE PHONE OFF THE HOOKHOLD ALL CALLSPAY ATTENTIONCONCENTRATE
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DEALING WITH COMPLAINTS
4.EMPATHISE:
I CAN APPRECIATE YOUR DISAPPOINTMENT
THAT MUST BE DIFFICULT TO ACCEPT
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DEALING WITH---
5. DO NOT JUSTIFY LAPSES:
SICK EMPLOYEESTRUCK DID NOT REACHSYSTEM FAILUREMANUFACTURING PROBLEM
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DEALING WITH--
6. MAKE NOTES:
READ NOTES BACK TO CUSTOMER
CLARIFY DOUBTS
SIMPLE LANGUAGE
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DEALING WITH--
7.AGREE ON A COURSE OF ACTION:GIVE TIME FRAMEBE SURE YOU CAN MEET DEADLINE
CONSULT OTHERS FOR DATES
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DEALING WITH --
8.PROMISE LESS PERFORM BETTER
BUILD CREDIBILITY
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DEALING WITH COMPLAINTS
9.FOLLOW THROUGH
TAKE FOLLOW UP ACTIONINFORM CUSTOMERMAKE SINCERE EFFORT
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DEALING ---
WARNINGDON’T SAY THINGS LIKE:I CANT BELIEVE ITTHIS CANT BE TRUEYOU ARE JOKINGNO, SURELY NOT
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DEALING --
WARNINGBAD SITUATION BECOMES WORST BY
NOT FOLLOWING THROUGHNOT STICKING TO DEADLINE IS BAD,
NOT INFORMING ANOTHER DEADLINE IS WORSE
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DEALING WITH COMPLAINTS
DO YOU KNOW THE LEGAL RIGHTS OF THE CUSTOMER?
BE PREPARED TO ANSWER
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IS THE CUSTOMER ALWAYS RIGHT?
NOT ALWAYSBUT YOU HAVE TO HANDLE HIM
TACTFULLYDON’T GET ANGRYBE SUBTLEBE POLITE EVEN IF BUSY
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EMPATHY OR SYMPATHY
PARTICIPANTS TO DEFINE AND DIFFERENTIATE THE TERMS :
EMPATHYSYMPATHY
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EMPATHY
TO PUT YOURSELF IN CUSTOMER’S
SHOES AND FEEL LIKE HIM
YOU ARE LIKELY TO ACT POSITIVELY & INSTICTIVELY TO HELP THE CUSTOMER
HE WILL BECOME A FRIENDSUNIL KUMAR
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SYMPATHY
PUTS YOU ON A HIGHER PEDASTAL
YOU ARE LIKELY TO LOOK DOWN UPON
AS IF YOU ARE DONATING AND HENCE YOU FEEL PITY FOR HIM
EVEN DISABLED ASK FOR EMPATHY & NOT SYMPATHY
SUNIL KUMAR
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EMPATHY & SYMPATHY
KNOWING THE DIFFERENCE BETWEEN THE TWO WILL PROPEL YOU TO TAKE ACTION ON CUSTOMER COMPLAINTS IN POSITIVE &PROACTIVE MANNER
HENCE EMPATHISE WITH THE CUSTOMER
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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
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SMILE
DO NOT LAUGH:IT CAN INCREASE ANGER
IT MAY BE MISUNDERSTOOD
DON’T CUT JOKES –IT WILL NOT REDUCE TENSION.IT MIGHT ENHANCE IT
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SILENCE
SILENCE IS THE WAY TO AVOID PROBLEMS:
KEEP QUIET & LISTENREMAIN GLUED TO THE
COMLAINANT,NOD .DONT IGNORE HIM
SUNIL KUMAR
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TURNING FOES INTO FRIENDS
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
SUNIL KUMAR
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ANALYSING SELF
1.WHAT ARE YOUR PERSONAL STRENGTHS IN DEALING WITH CUSTOMER COMPLAINTS ?
2. WHAT ARE YOUR PERSONAL WEAKNESSES IN DEALING WITH CUSTOMER COMPLAINTS?
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FINALLY
IT DEPENDS ON YOU :
1.DO YOU WANT TO HANDLE COMPLAINTS EXCEPTIONALLY?
2.ARE YOU LEARNING THE POSITIVE ATTITUDE TO FACE CUSTOMER COMPLAINTS?
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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
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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
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DISARMING COMPLAINERS
THANK HIM FOR COMPLAINING
WHY?
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DISARMING COMPLAINERS
HE COULD HAVE SWITCHED LOYALTY
THANK HIM FOR COMPLAINING
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DISARMING --
HE MAY BE SATISFIED WITH YOUR ACTIONS
HE MAY BECOME YOUR AMBASSADOR
BUT HE NEEDS SERVICE
SUNIL KUMAR
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THANKS
SUNIL KUMAR
DESINGED BY
Sunil KumarResearch Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,MAHARSHI DAYANAND UNIVERSITY, ROHTAKHaryana- 124001 INDIA Ph. No. 09996000499email: [email protected] , [email protected] linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com