Handling customer complaints

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

HANDLING COMPLAINTS

WHO IS YOUR CUSTOMER ?

TYPES OF CUSTOMERS ?

SUNIL KUMAR


CUSTOMER 1.THE ONE WHO PAYS2.THE ONE WHO USES3.THE ONE WHO DECIDES

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COMPLAINTS

INTERNAL CUSTOMERS

THEY ARE AS IMPORTANT AS EXTERNAL CUSTOMERS

UNFORTUNATELY WE IGNORE THEM

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INTERNAL CUSTOMERS

ISSUES:

1. YOU ARE FRIENDLY WITH THE INTERNAL CUSTOMER– THINGS GO WELL

YOU CAN USE IT TO ADVANTAGE

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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

INTERNAL CUSTOMER

FUNDAMENTAL RULE :TREAT HIM AS A CUSTOMER &

FOLLOW ALL THE RULES OF THE GAME

WHAT ARE THOSE RULES ?----------

SUNIL KUMAR

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

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WHY DO CUSTOMERS COMPLAIN?

GROUP DISCUSSION ON WHY DO CUSTOMERS COMPLAIN &

WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE?

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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

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

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8.HE WAS SCREAMED ON PHONE.

9. HE WAS TRANSFERRED ON PHONE WITHOUT CONSENT

10HIS INTEGRITY OR HONESTY WAS QUESTIONED.

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11.YOU OR SOMEONE ARGUED WITH HIM

12. HE WAS TOLD HE HAD NO RIGHT TO BE ANGRY

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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

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GENUINE COMPLAINTS

WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE ?

HOW DO WE HANDLE GENUINE COMPLAINTS ?

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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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LISTEN TO THE CUSTOMERHAVE PATIENCEEMPATHISE WITH THE CUSTOMERLET THE CUSTOMER OVERSTATE HIS

CASECUSTOMER SOFTENS ?

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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?

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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

SUNIL KUMAR

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

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

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

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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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3. LISTENMAKE NOTESSWITCH OFF YOUR MOBILETAKE PHONE OFF THE HOOKHOLD ALL CALLSPAY ATTENTIONCONCENTRATE

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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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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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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

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

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

SUNIL KUMAR

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

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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

ANALYSING SELF

1.WHAT ARE YOUR PERSONAL STRENGTHS IN DEALING WITH CUSTOMER COMPLAINTS ?

2. WHAT ARE YOUR PERSONAL WEAKNESSES IN DEALING WITH CUSTOMER COMPLAINTS?

SUNIL KUMAR

FINALLY

IT DEPENDS ON YOU :

1.DO YOU WANT TO HANDLE COMPLAINTS EXCEPTIONALLY?

2.ARE YOU LEARNING THE POSITIVE ATTITUDE TO FACE CUSTOMER COMPLAINTS?

SUNIL KUMAR

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

SUNIL KUMAR

DISARMING --

HE MAY BE SATISFIED WITH YOUR ACTIONS

HE MAY BECOME YOUR AMBASSADOR

BUT HE NEEDS SERVICE

SUNIL KUMAR

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

Education

Handling customer complaints