Customer Complains – Gold Mine

By:- Yogesh Ayaldasani

Customer

A person, company, or other entity which buys goods and services produced by another person, company, or other entity.

Complaint

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the service or its staff affecting an individual customer or group of customers.

Types Of Difficult Customers?

• Angry• Nasty• Demanding• Critical• Non-Stop Talkers• Oddball• Indecisive

• Sarcastic• Intoxicated• Shifty• Argumentative

Common Reasons For Being Difficult

• Tired or frustrated• Confused or

Overwhelmed• Defending their ego• Unfamiliar with

situation• Feel ignored• Don’t understand• In bad mood

• In a hurry• Other reasons…

How A Complain Can Be Gold Mine ?

Negative feedback can help you build better customer relationships and a stronger business.

Using customer feedbackAs a strategic tool.

Advantages

• Stronger and more profitable relationship .

• Opportunity .• Golden referrals for you.• Mistakes teach much

more.

Dealing With Complaints

Projecting The Right Attitude.

Attitude Is The Key To Success.

Attitude Is Your Mental Position On Facts – Or

More Simply, The Way You View Things.

The Customer Is Not Always Right But….

• The customer is always the customer and this means simply that solving the problem is often more important than who is right.

• If you can solve their problem without blaming yourself or others, you will reduce stress, everyone will feel better and you will be on your way to

CUSTOMER SATISFACTION.

I…I…What Should I Do?

Should I Save Myself the price of an expensive marketing consultant and put the power of your customers' advice to work.

I Think I Must…..

Encourage them to communicate their comments, feedback and complaints directly to you.

A…Fact…….

Happy customer

Unhappy customer

More expensive..?

The Golden Rule

The golden rule : When customers give you their valuable feedback, make sure they're perked in some special way. Consider a handwritten thank-you note, a free gift or a unique discount. Be sure to tell them that their input is valuable.

StartReceive

CustomerFeedback

Log The Complain into Help Disk As

Record

Investigate/Analyze/

ClarifyFeedback

ComplainResolved

No

Yes

Inform the customer via email or call

Update Status as JOB DONE

End

Investigate/Analyze/

ClarifyFeedback

ComplainResolved

Forward to higher authority

No

Yes

Update Status as JOB DONE

Prepare analysis report

Summary

• Be positive.• Aim for customer satisfaction, not just service.• Solve problem without blaming yourself and

others.• Remember attitude are caught not taught.

Thank You…