Dealing with problems and complaints

Dealing with customer complaints! Lecturer: Nguyen Ngoc Objectives: At the end of the lesson, you will be able to  Understand how handling complaints can deliver benefits to the organization  Be more aware of complaint strategies  Apply complaint strategies A bad shopping experience What did you buy?  What went wrong?  How did the sale person deal with your problem?  Did you you feel happy with it?  What lesson did you learn?  I had a problem with one of your products When I told the saleperson about it, he was arrogant The person on the phone didn’t even listen to me He told me it wasn’t his fault What are some consequences of poor handling with customer complaints? Lose customer loyalty  Unhappy customers spread the bad word to their friends and family >> lose more customers  Developing an action checklist Dos and don’ts Some Complaint strategies Let the customer show their anger  Listen carefully to the details of the problem  Offer a more expensive product or service to replace the first order  Summarise and make sure the customer agrees to the plan of action  Complaint strategies review  Ok, so none of us actually like to listen to complaints However, complaints are a way to learn how to i your business Complaint strategies review  Ok, so none of us actually like to listen to complaints However, complaints are a way to learn how to improve your business Complaint strategies review  Customers want to be heard and understood Complaint strategies review  Listen: Customers want to be heard and understood Complaint strategies review - for the inconvenience Complaint strategies review  Apologise for the inconvenience Complaint strategies review Keep calm, be and provide assurance (that you are willing to help; that the problem will not recur)  Keep calm, be polite and provide assurance (that you are willing to help; that the problem will not recur  Sy : show that you understand the problem Show that you have heard their complaint Complaint strategies review  Sympathise: show that you understand the problem Show that you have heard their complaint Complaint strategies review Take .: pass the complaint on to someone else or deal with it yourself Complaint strategies review Take action: pass the complaint on to someone else or deal with it yourself  ... poor handling with customer complaints? Lose customer loyalty  Unhappy customers spread the bad word to their friends and family >> lose more customers  Developing an action checklist Dos and. .. What went wrong?  How did the sale person deal with your problem?  Did you you feel happy with it?  What lesson did you learn?  I had a problem with one of your products When I told the saleperson... Objectives: At the end of the lesson, you will be able to  Understand how handling complaints can deliver benefits to the organization  Be more aware of complaint strategies