NCV 4 Personal Assistance Hands-On Support - Module 3
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This module focuses on managing customer complaints, preparing future managers to identify and assess complaints, communicate effectively, and apply appropriate solutions. It emphasizes the importance of customer satisfaction and the impact of handling complaints well on business reputation. Learners will also explore the nature of complaints and the necessary documentation and communication involved in addressing them.
NCV 4 Personal Assistance Hands-On Support - Module 3
- 2. Module 3:Customer complaintsPersonal Assistance – Level 42Future Managers
- 3. After completing this module, you will be able to:Identify customer’s problemsCommunicate with all stakeholdersCommit to solving the customer complaintApply correct planning and solution to the customer’s complaintModule 3: Customer complaintsPersonal Assistance – Level 43Future Managers
- 4. Worst: Customer takes business elsewhere and tells everyoneSecond worst: Customer takes business to another firmSecond best: Problem is dealt withBest: They tell everyone how well the complaint was dealt withCustomer complaintsPersonal Assistance – Level 44Future Managers
- 5. Customer complaintsPersonal Assistance – Level 45Future Managers
- 6. Imagine you have bought an iPod ™ MP3 player and you find that you need to take it back to the store for any one of the following reasons:It doesn’t play at all. It doesn’t hold enough tunes. Your mom says you have wasted your money and you must take it back and get a refund.You go back to the store and the person at the counter is :a. Very polite and friendly.Rude to you.Whatever the treatment, you leave the store:Very satisfied.With the reputation of being an impossible customer.On the flow chart, trace the route your complaint followed for each of the combinations of “reason for going back”, “treatment you received” and the “way in which you left”.Activity 1Personal Assistance – Level 46Future Managers
- 7. Customers complain for the following reasons:They are not happy with the product that they boughtThe are unhappy with the treatment they receivedThey are just unhappy1.1 Identify and assess the nature of the complaintPersonal Assistance – Level 47Future Managers
- 8. When you think about complaining, it could be about the product or the service you received. But what happens if the product is a service itself?Think of situations when the product is a service itself and you are satisfied with it but are not happy with the service received.Activity 2Personal Assistance – Level 48Future Managers
- 9. 1.2 Define the origin of the complaintPersonal Assistance – Level 49Future Managers
- 10. Tell the customer that you will take responsibilityDo something about it1.3 Take responsibility for action to solve the problemPersonal Assistance – Level 410Future Managers
- 11. Information that needs to be documented could be:Complainant’s detailsInformation relating to the complaintActions to be taken by the person receiving the complaintSignature of the person receiving the original complaint1.4 Document the problemPersonal Assistance – Level 411Future Managers
- 12. Pick any one of the twelve scenarios in Activity 1 and create a sample complaint receipt form on which you can list the information that you think could have been put into it.Activity 3Personal Assistance – Level 412Future Managers
- 13. Notify relevant internal parties of the complain and its routingNotify immediate superior of the customer’s complaint for further actionCommunicate to the customer regarding the outcome and progress of the solution2. Communicate with all stakeholdersPersonal Assistance – Level 413Future Managers
- 14. Demonstrate commitment to resolve the complaintSatisfy the customer with the progress of the complaint to date3. Commit to solving the customer complaintPersonal Assistance – Level 414Future Managers
- 15. When you have completed this subject outcome, you will be able to:apply the correct solution to solve the customer’s problemapply the correct solution to the customer’s complaint within the agreed time framemaintain contact with all relevant stakeholders.4. Apply correct planning and solution to the customer’s problemPersonal Assistance – Level 415Future Managers
- 16. The correct solution will depend on:The nature of the problem and its originWhat your employer allows4.1 Apply the correct solution to solve the customer’s problemPersonal Assistance – Level 416Future Managers
- 17. 4.2 Apply the correct solution to the customer’s complaintPersonal Assistance – Level 417Future Managers
- 18. External stakeholdersSuppliersTrade unionsCompetitorsInvestorsGovernmentSpecial-interest groupsThe mediaFinancial institutionsCustomers / consumersShareholdersGeneral communityInternational communityInternal stakeholders4.3 Maintain contact with relevant stakeholdersPersonal Assistance – Level 418Future Managers
- 19. 5. Are you listening ?!!?Personal Assistance – Level 419Future Managers
- 20. 5.1 CommunicationPersonal Assistance – Level 420Future Managers
- 21. 5.2 Communication barriersPersonal Assistance – Level 421Future Managers
- 22. 5.3 ListeningPersonal Assistance – Level 422Future Managers
- 23. Are you an effective listener? First answer the questions for (about) yourself and then ask a friend who you know will answer honestly to respond “yes” or “no”.You may be surprised at the difference We often view ourselves as great listeners when, in fact, others know that we are not.Activity 4Personal Assistance – Level 423Future Managers
- 24. Personal Assistance – Level 4Future Managers 24