customer complaints by yogesh,aryan college
DESCRIPTION
TRANSCRIPT
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…