handling of customer complains

Customer Complaints & Its Handling

Complain• Definition:

A statement that situation is

unsatisfactory or unacceptable

Expr

essi

on

Condition

Expectation Attention

Nee

dsGrievance

Why should there be a Complain?

Different Levels of expectation

Grievance

What Makes A Person Angry?

The Psychology of an “Angry Customer”

Solving the grievance involves Interaction

I know this duffer is so incorrect.. But then… he’s a customer

This fool cannot understand this simple thing I need

The service renderer The service receiver

IS GRIEVANCE A PROBLEM?

Key word : How you “respond” to the person who complains that reflects upon the degree of the problem

The Problem is not PROBLEM

In Practice

REQUIREMENT FROM THE SERVICE PEOPLE

ATTITUDINAL BODY LANGUAGE

Listening Ability Age old rule of customer

satisfaction PatienceCourteous Accepting responsibility of

blame even if the person is notApologising- -I /WE Initiating action – correcting –

gathering feedback.

Maintain Eye Contact Eyes showing keenness &

empathy Not being defensive Lean towards the speaker. Face: smiling, approving,

assuring, Head nodding at intervals. Never show impatience. Show thankfulness – gratitude.

Representation

Some Magic Words

Some Magic Phrases

Never ever!! Never!!

Handling a Complain

Follow the theory of

Believe Listen Apologise Solve/Satisy Thank

BLAST.

Believe

•Assume whatever the customer speaks as complaint is relevant .

•Regard it as “It is the Truth”

•Resolve “It is to be redressed.”

•Establish eye contact. This will bring out the sincerity in you

•Value his experience

Listen •Give a patient hearing.

•Avoid being defensive – remember it is not an Accusation but an Opportunity.

•Do no take the criticisms personally.

•Do not assume

Be relaxed & calm.

Show empathy

•Try to understand where the problem lies.

Apologise •Even if the disservice is not your fault.

• If the name of the customer is known address him by his sir name

Satisfy/Solve •When it is felt that the customer has vent out his feelingsGive assurance that the person’s grievance is

understood

•Tell him what you can do; not what you can’t •Make the customer a part of your solution; not a part of your problem.

• If you do not have a solutionDo not lie

Assure

You shall refer to competent authority and get back ASAP

Satisfy/Solve (Cont’d)

If an agreement to a solution is reached act quickly before they can change their mind.

- Follow up

Thank

Express your gratitude to the customer for pointing it out to you.

Praise him if he comes up with a suggestion/nouvelle idea.

Summing up

• 6 Best Way to get “AN ANGRY CUSTOMER”

DOWN

Conclusion: The Positive side of ComplainThe Fallacy

Most of the customers go away as dissatisfied customers, rather than complain

Feel Lucky If at least one of them complains.

BecauseIt gives one, as an operator, with information

A Complain is rather a request for action provides with a chance to improve

To think if there’s no complain your organisation is doing well

The Reality

A COMPLAINT

is not a

problem ; It is a

n

avenue for

OPPORTUNITIES

Therefore

In any Situation

Hotelier Guest