EFFECTIVE COMPLIANT HANDLING SKILLS

Introduction

• If You Do Not Look After Your Customers, Somebody Else Will
• Customers deal with organizations they like, trust, and respect

Quality Service

•  Right things
•  Right person
• Right place
• Right way
• Right attitude
•  Right time
• Never say ‘’no’’ to a customer

Service providers

• Who are the Customers?
• Things customers want
• Serving customers at a higher level
• Need for an integrated customer satisfaction system
• Customer satisfaction system plan

Different types of Customers

• The complete complainer
• The irate, angry caller
• The talkative
• The hard to understand
• The uncooperative

Real-life Situational Experiences

• When did you experience superior customer service?
• What did they do that made you feel so good?

Why do people complain?

• What is a complaint?
• Types of complaints
• Behavior of dissatisfied customers
• Origin of customer dissatisfaction
• Customer satisfaction and complaint behavior
• Complaint satisfaction and its influence on customer behavior

Handling complaints

• What you need to remember before starting to handle complaints
•  Handling complaints effectively
• Handling angry customers

Principles of complaint management

•  Goals of complaint management
• Fundamental tasks of complaint management
•  Receiving complaints
• Evaluating the complaints
•  Categorizing the complaints
• Acting on the complaints
• Analyzing and resolving complaints
• Controlling and monitoring a complaints system
• Key performance indicators
• Report outcome

Setting up a complaint management system

• Develop service standards
•  Stimulate complaints
• Complaints stimulation measures
• Establish complaints channel
• Develop a format for describing complaints
• Complaint follow-up
• Document complaint resolution

Positive Habits

• Stressing positive thinking in complaint management