Lecture 5 btcpps
- 1. Customer Complaints For Basic Technician Certificate in Public Procurement and Supplies. By SANCHAWA, Denis H TPSC-TANGA mr. SANCHAWA, DH 1
- 2. Learning Objectives of the session By the end of this 2hrs session students (participants) are expected to:- Define and explain customer service List examples of great customer service Identify each type of customer who complains and how to handle them Identify sources for customer complaints Analyze each situation and determine an acceptable way to handle it Identify the effects of customer complaints To learn each othmer. SrANCHAWA, DH 2
- 3. What is Customer Service? Customer Service is a company’s ability to supply wants and the needs to customers Good customer service is the ability of an organization to constantly and consistently exceed the customer's expectations mr. SANCHAWA, DH 3
- 4. Why is Customer Service Important? Gives positive impression to present and future clientele Keeps customers willing to come back again Makes customers feel like they are the number one priority mr. SANCHAWA, DH 4
- 5. Steps to Creating Good Customer Service 1. Make eye contact and greet a customer to show you are available to provide them service as needed. 2. You should have a good understanding of the product or service you provide, so that if a customer needs assistance, you are able to deliver a satisfactory response. 3. Assume attentive posture to convey confidence and a helpful attitude 4. Smile often, if appropriate, or model the emotion that is suitable to the situation. mr. SANCHAWA, DH 5
- 6. Customer Complaints A customer complaint is communication that alleges deficiencies during or after purchase. Appropriate response to customer complaints is essential to a business. A customer with a complaint that is resolved is more likely to return than a dissatisfied customer who doesn’t voice any complaints. mr. SANCHAWA, DH 6
- 7. Customer Complaints The average customer with an unresolved complaint will tell 9 to 10 other people. For every complaint received, the average company has 26 unhappy customers that don’t complain. mr. SANCHAWA, DH 7
- 8. Sources for customer’s complaints Incomplete information Billing-wrong plan bill, not well explained or can not be explained or some times bill not delivered Net work coverage issues Call barring due to not payment Long pending request Service EXECUTIVES incapable to understand and explain mr. SANCHAWA, DH 8
- 9. Sources for customer’s complaints No assurance of service Difference in communication No permanent solution only temporally solutions are provide mr. SANCHAWA, DH 9
- 10. 8 Steps to Handle a Customer Complaint 1. Provide customers with the opportunity to complain. 2. Give customers your full and undivided attention. 3. Listen carefully. 4. Ask key questions to fully understand the complaint 5. Agree that a problem exists; never argue. 6. Apologize for the problem. 7. Resolve the complaint. 8. Thank the customer for bringing the complaint to your attention. mr. SANCHAWA, DH 10
- 11. Types of Customers with complaints The Aggressive Customer Readily complains, often loudly and at length. Your response: Listen completely. What not to do: Be aggressive in return. This customer does not respond well to excuses or reasons why the product or service was unsatisfactory. Always follow company policy. mr. SANCHAWA, DH 11
- 12. Types of Customers The High-Roller Customer Expects the absolute best and is willing to pay for it. Likely to complain in a reasonable manner. Your Response: Always listen respectfully and actively question to fully determine cause. Always follow company policy. mr. SANCHAWA, DH 12
- 13. Types of Customers The Rip-Off Customer Their goal is not to get the complaint satisfied but to win by getting something that is not entitled to be received. Often replies with a repetitive “not good enough” response. Your Response: Remain objective. Use accurate data to back up your response. Be sure the adjustment is within the range of what the organization would normally do. Always follow company policy. mr. SANCHAWA, DH 13
- 14. Types of Customers The Chronic Complainer Never satisfied, feels there is always something wrong. Your Response: Extreme patience is required. Listen carefully and never get angry. It is best to give sympathy, a sincere apology, and a promise to correct the situmar. StAiNoCHnAW.A, DH 14
- 15. Types of Customers The Meek Customer Generally, will not complain. Most dangerous to businesses because they will most often complain to others. Your Response: Must work hard at soliciting comments and complaints to act appropriately to correct those problems. mr. SANCHAWA, DH 15
- 16. Effects of Customer Complaints Improved procedures Elimination of product defects More skillful customer service behaviors Higher performance standards Customer- focused management Higher performance standards mr. SANCHAWA, DH 16
- 17. Summary Good customer service is important for ensuring that customers are satisfied Customer complaints are important for a company because they help make the company better It is important to understand the different types of customers and how to handle each one A customer with a complaint that was solved is much more likely to return to the business again mr. SANCHAWA, DH 17
- 18. Thanks for your attention By, SANCHAWA, Denis +255(0)717151218 TPSC-TANGA ‘‘Centre of Excellence in Learning and Support in the Public Service’’ mr. SANCHAWA, DH 18