Complaint handling
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The document discusses complaint handling and provides guidance on effectively resolving customer complaints. It begins by defining complaints and explaining why they are important to address. It then describes different types of complainers and recommends communicating with them in a calm, rational manner. The document outlines the LAST approach to handling complaints, which involves listening attentively, apologizing and empathizing, solving the issue, and thanking the customer. It emphasizes taking ownership of complaints without blaming others, and provides tips for effective communication and behaviors to avoid. The document also discusses solving specific types of complaints, maintaining efficient work practices, and the importance of following up to ensure customer loyalty.
Complaint handling
- 1. Complaint Handling By –Nilesh Padhye
- 3. The Nine Stars Exercise
- 4. Objectives By the end of this module you will be able : List and describe the Explain the nature of different types of complaints complaints List different Describe ways to complainers and how resolve complaints to communicate with using the LAST them sequence Explain the process for Describe ways to build documenting customer loyalty complaints and giving through effective feedback complaint handling
- 6. Why do Guests not return? Personal 68% Attitude Merchandise 14% Price 9% Other Contacts 5% Move away 3% Die 1%
- 7. Welcoming Complaints Complaint Improvement Improved Satisfied Business Customer
- 8. Complaints are Opportunities to… Evaluate how well you are doing Identify weak points in Create long-term your systems and loyalty processes and put them right See situations from the Improve customer customer’s point of satisfaction view
- 9. Activity Common complaints that you face in your day to day work Reasons for the complaint Possible solutions
- 10. Different Types of Complainers
- 11. Types of Complainers They are full of useful ideas for change They don’t say They openly They address their anything; they display their problem to the simply don’t return anger business in a calm They pass on the They can be rational manner bad news to others intimidating They allow an They make up the They want and organization to see majority of need to be and ‘repair’ problems unhappy customers noticed or guests
- 12. LAST Approach to handling complaints Listen Attentively L Apologize & Empathize A Solve the issue on hand S (Solution provided) Thank the Guest T
- 13. Activity Act out in your previous groups any one of the complaints that you mentioned – Using the LAST Sequence of handling complaints
- 15. Dealing with complaints Take ownership Offer Respond without Stay positive personalised Follow up quickly blaming service others or the organisation
- 16. Managing Effective Communication Clear and calm voice Speak normally Managing Effective Communication •Eye contact •Calm facial expressions Body •Calm, friendly gestures language •Professional posture •Concerned and interested Involve the guest
- 17. Behaviors to Avoid • Confrontational • Forceful hand • Entering situations gestures guest’s personal space • Defensive body • Raising your • Bad language language voice
- 18. Solving complaints Win - Win our guests are happy and so is the Management…..
- 19. Dealing with Specific Complaints Product & Team Environment Written Service members Do not get upset If quality is below Find a solution Do not blame the that the guest did standard, then that is acceptable associate in front not speak to you rectify for our guest of the guest directly Talk to associate If standard is If no or concerning Investigate the met, explain and solution, explain manager in reasons offer alternatives and apologize private Cooperate in finding a solution
- 20. Efficient Work Practice Immediate Identify the Document it action cause Follow up
- 21. Always Remember… If we don’t take care of our customers someone else will.
- 22. QUESTIONS?
Editor's Notes
- #9: Complaint's help