Get To Zero Complaints

Instead of Managing Complaints

Gautam MahajanPresident

+91 9810060368mahajan@customervaluefoundation.comwww.customervaluefoundation.com

Zero Defects And Zero Complaints

• You accept zero defects today• 25 years ago you did not even think of zero

defects

• Now we need to get to Zero Complaints

Zero Complaints Is A Mindset

• First we should accept we can get close to Zero Complaints

• Second, we should not think of only managing complaints

• Bigger effort to avoid complaints

Zero Complaints Mean Better And Cheaper Service

• Less interaction needed• Fewer customers are hassled• Smaller customer service and correction

teams• Win win for all

Why Do We Have Complaints

• Complaints/issues arise from:– Poor information and hence queries– Poor execution– Poor systems– Want customers to come back but for

complaints not for a purchase (mindset)

To Get To Zero Complaints

• Ensure your information is complete and understandable

• Your web based forms and selling has all possibilities for a customer– For example he may need to change/modify what he

bought• Amount• Length of engagement• Change his information such as address

– Cancellation

• Be prepared to make systemic changes not just solve complaints

Get To Zero Complaints

• Use all the power in your disposal to get to zero complaints

• Better information/better design• Be prepared to make systemic changes• Satisfy your customer not your company’s

System• Be so good that the customer does not need

to contact you!!!

ExampleI just bought overseas travel insurance on the net. Unfortunately, I had to extend the length of stay and consequently the number of days of insurance. The insurance was due to start a month from this time. I got on the phone, and found one number did not exist. The other one was difficult to get and when I would get on, and was made to answer many questions and listen to many unnecessary “ads”, I would be put on hold for the next available agent. And then I would get disconnected. I had to go through a few iterations before I got to talk to an agent. No, the policy could not be extended (he did not know how). The best would be for me to cancel the policy and get a new one for a longer time period. So I requested cancellation. The agent could not tell me when I would get my refund. Almost 20 days later, I managed (through influence) to get the number of a senior executive. He was very apologetic. A few days later, I still did not have refund. So I sent an email again. This time an executive working for the company called me because his boss had asked him to help me get a refund. I had to fill a form for a refund. I told him I had not filled any form for getting the policy, and why now, and why the call centre had not told me about the form. To cut a long story short, he said he would arrange for a refund. The executives would never go back and get the problems corrected using software, processes and procedures so that others would not have a problem, which would lead to zero customer complaints.

THINK ZERO COMPLAINTS

http://customervaluefoundation.wordpress.com/2013/04/10/zero-customer-complaints/

For Details See Link Below:

Gautam MahajanPresident

+91 9810060368mahajan@customervaluefoundation.comwww.customervaluefoundation.com