handling of customer complains
DESCRIPTION
Resolving customer complains in service industry.TRANSCRIPT
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