handling complaints effectively - UPDATED.ppt

The document provides information about understanding and handling complaints effectively. It discusses objectives like understanding what complaints are and why people complain. It also covers learning techniques to reduce complaints and handle them effectively. It defines a complaint and discusses reasons for complaints including unmet expectations. It explains that most dissatisfied customers do not complain directly but change suppliers. Finally, it emphasizes the importance of handling complaints well since word-of-mouth is a powerful form of publicity, and dissatisfied customers are more likely to share their negative experiences.