Complaint-RecoveryComplaint-Recovery

In this presentation, I will describe and explain In this presentation, I will describe and explain how to properly design and execute a how to properly design and execute a ““complaint-recoverycomplaint-recovery” strategy.” strategy.

Complaint-RecoveryComplaint-Recovery

What is the What is the complaint-recovery processcomplaint-recovery process??

- a process associated with resolving - a process associated with resolving complaints complaints

Main focus of Complaint-Resolution Process

What is a complaint?What is a complaint? ComplaintComplaint – anything or everything that – anything or everything that

someone does to let someone else know that someone does to let someone else know that they’re needs have not been met.they’re needs have not been met.

ComplaintComplaint

Complaints are not always a bad thing.Complaints are not always a bad thing.

- people who complain want to be satisfied; - people who complain want to be satisfied; and if you do it right, those same people who and if you do it right, those same people who complained to you earlier, will come back complained to you earlier, will come back later.later.

ComplaintComplaint

Take Walmart for exampleTake Walmart for example

- has a policy saying that they will replace - has a policy saying that they will replace anything that was bought from there store that anything that was bought from there store that is broken or defective, as long as they have it is broken or defective, as long as they have it in stock, hassle-free.in stock, hassle-free.

- you need no receipt (in most locations)- you need no receipt (in most locations)

ComplaintComplaint

My experience with WalmartMy experience with Walmart

- I returned a product that was defective.- I returned a product that was defective.

- no resistance- no resistance

- no questions asked- no questions asked

Complaint-RecoveryComplaint-Recovery

Process involves: Process involves:

- creating a strategy- creating a strategy

- training employees- training employees

- implementing strategy- implementing strategy

- learning from mistakes- learning from mistakes

Creating a strategy Creating a strategy

AccommodationAccommodation is the best strategy. is the best strategy.

- figure out problem- figure out problem

- give what they want or possible alternative- give what they want or possible alternative

Training EmployeesTraining Employees

Training your employees is the single most Training your employees is the single most important aspect in resolving and recovering important aspect in resolving and recovering from complaints.from complaints.

- they represent company- they represent company

- first person to meet with complainant- first person to meet with complainant

Training EmployeesTraining Employees

Train your employees to be empatheticTrain your employees to be empathetic

- give a soft, soothing apology- give a soft, soothing apology

Training EmployeesTraining Employees

Train to listen by communicationTrain to listen by communication

- ask questions to discuss the problem- ask questions to discuss the problem

- listen to what the customer is saying- listen to what the customer is saying

- but - but dodo notnot interrupt or become defensive interrupt or become defensive

Training EmployeesTraining Employees

Thank and ApologizeThank and Apologize

- thank customer for talking to you - thank customer for talking to you

- APOLOGIZE, again- APOLOGIZE, again

Training EmployeesTraining Employees

Offer solutionOffer solution

- give the customer what they want or possible - give the customer what they want or possible alternativealternative

Training EmployeesTraining Employees

Make sure that during training you create Make sure that during training you create possible situations for the employees.possible situations for the employees.

Like exercises, examples, etc.Like exercises, examples, etc.

Implementing StrategyImplementing Strategy

Properly executing strategy will be easy if Properly executing strategy will be easy if employees know what they are supposed to do employees know what they are supposed to do (proper training).(proper training).

Learning From MistakesLearning From Mistakes

Strategy will not always work.Strategy will not always work.

- must focus attention to those who are not - must focus attention to those who are not affected by strategyaffected by strategy

- learn through surveys, letters, etc- learn through surveys, letters, etc

Learning From MistakesLearning From Mistakes

Annual Customer Satisfaction SurveysAnnual Customer Satisfaction Surveys

- one way to find out what customers - one way to find out what customers think of your products/services.think of your products/services.

Learning From MistakesLearning From Mistakes

Ex. Cheung Kong Holdings Goodwell Property Ex. Cheung Kong Holdings Goodwell Property ManagementManagement

- winners of Hong Kong Management - winners of Hong Kong Management Association 2001 Quality AwardAssociation 2001 Quality Award

- adopted “customer suggestion promotions - adopted “customer suggestion promotions days”days”

Learning From MistakesLearning From Mistakes

Performance Measurement Systems are Performance Measurement Systems are another way to understand, align, and improve another way to understand, align, and improve performance.performance.

Exercise(Question)Exercise(Question)

John had a Playstation 2(PSX) on reserve at a John had a Playstation 2(PSX) on reserve at a local Sony store. The day he took it home, the local Sony store. The day he took it home, the PSX did not cut on; it was broken( possibly PSX did not cut on; it was broken( possibly from shipping or mishandling at the store). from shipping or mishandling at the store). John comes into the store angry, yelling at the John comes into the store angry, yelling at the guy to the register, “Where’s the manager?” guy to the register, “Where’s the manager?” To John’s surprise, the guy at the register is To John’s surprise, the guy at the register is the manager, which is you. What do you do?the manager, which is you. What do you do?

Exercise(Answer)Exercise(Answer)

First, you calmy ask John what the problem is.First, you calmy ask John what the problem is.

- remember always to be kind, calm and - remember always to be kind, calm and curteous.curteous.

- if he continues to yell, continue to listen but - if he continues to yell, continue to listen but assure him that you assure him that you cancan hear; but say it nicely hear; but say it nicely so not to get him even more upset. so not to get him even more upset.

Exercise(Answer)Exercise(Answer)

Second, ask John if he’s absolutely sure that Second, ask John if he’s absolutely sure that something is wrong with the system and it’s something is wrong with the system and it’s not something he might be doing.not something he might be doing.

- now this might upset some people, so let him - now this might upset some people, so let him know that it’s company policy to ask those know that it’s company policy to ask those type of questions.type of questions.

Exercise(Answer)Exercise(Answer)

Third, make sure that you know whether or not Third, make sure that you know whether or not the problem can be resolved at that store.the problem can be resolved at that store.

- if the situation cannot be handled in the - if the situation cannot be handled in the store, then you assure John that his problem store, then you assure John that his problem will be taken care of as soon as possible and will be taken care of as soon as possible and apologize for the trouble. Then refer to the apologize for the trouble. Then refer to the store’s policy on the situation.store’s policy on the situation.

Exercise(Answer)Exercise(Answer)

- if the situation can be handled in the store, - if the situation can be handled in the store, apologize to John for his troubles and apologize to John for his troubles and immediately replace the broken product. immediately replace the broken product. Apologize to John again and assure him that if Apologize to John again and assure him that if any other problems arise, they will be taken any other problems arise, they will be taken care of at once. (Because the PSX was so care of at once. (Because the PSX was so highly anticipated and costs so much money, highly anticipated and costs so much money, you might want to apologize again and you might want to apologize again and possibly offer some sort of certificate for Sony possibly offer some sort of certificate for Sony products to show that you really are sorry).products to show that you really are sorry).

Exercise(Answer)Exercise(Answer)

Lastly, you report the problem to your bosses Lastly, you report the problem to your bosses so that they can properly take care of the so that they can properly take care of the situation. The customer, John, might not trust situation. The customer, John, might not trust expensive Sony products any more, so you expensive Sony products any more, so you should send him a letter of apology. You also should send him a letter of apology. You also should send him a card to fill out to let Sony should send him a card to fill out to let Sony know how their product is working, his feelings know how their product is working, his feelings about purchasing other Sony products, etc and about purchasing other Sony products, etc and send it back. send it back.

ConclusionConclusion

This concludes my presentation. I hope that This concludes my presentation. I hope that you have learned something from these slides. you have learned something from these slides. Maybe I could have helped out where one Maybe I could have helped out where one company might have fell short. Always company might have fell short. Always remember to focus on your customers, remember to focus on your customers, because your customers pay the bills in more because your customers pay the bills in more ways than one!ways than one!