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Simple strategies to flip your customer complaints into customer satisfaction

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Simple strategies to flip your customer complaints into customer satisfaction

Handle My Complaint knows that some businesses don't realise that resolving complaints quickly and effectively is a skill that can be learnt.

Here Handle My Complaint outlines its simple complaint resolution strategies to flip your customer complaints into customer satisfaction.

Handle My Complaint knows that some businesses don't realise that resolving complaints quickly and effectively is a skill that can be learnt.

Here Handle My Complaint outlines its simple complaint resolution strategies to flip your customer complaints into customer satisfaction.

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Simple strategies to flip your customer complaints into customer satisfaction

  1. 1. SIMPLE STRATEGIES TO FLIP YOUR CUSTOMER COMPLAINTS INTO CUSTOMER SATISFACTION Presented by: Jo Ucukalo – CEO - Handle My Complaint 2 March 2012
  2. 2. INTRODUCTION About Handle My Complaint Jo Ucukalo • Complaints expert and CEO of Handle My Complaint • Previously - Civil Engineer, Flight Attendant, Business Analyst, Customer Service Representative…. Origins of Handle My Complaint • Established in 2009 • Friend & family then friends of friends were asking for my help with complaints
  3. 3. INTRODUCTION About Handle My Complaint Who are we? • Australian company that deals with dispute resolution. • The typical customer - consumer or business without the time, know-how or persistence to resolve a dispute themselves. • Charge on success basis only Our mission is to assist businesses in eradicating consumer complaints.
  4. 4. COMPLAINT STATISTICS Fun Facts • A quarter of consumer problems raised with businesses remain unresolved. Consumers • Costs Australian consumers $14.2 billion a year to deal with complaints - direct costs incurred & time spent dealing with problems. Businesses • Costs Australian businesses $6.6 billion a year where they have a legal obligation to provide a remedy – does not including costs to replace or repair products. Source: Australian Consumer Survey 2011
  5. 5. CAUSES OF COMPLAINTS Why Do People Complain? Major causes according to Handle My Complaint •Poor communication •Failure to deliver what was promised or expected Top 3 Consumer Complaint Expectations •To have their complaint acknowledged •To be listened to and validated •To have the complaint resolved
  6. 6. COMPLAINT RESOLUTION STRATEGY How To Manage Complaints • Empower your staff • Ask for feedback & look for signs of brewing dissatisfaction • Acknowledge the customer’s emotion, assure the customer the problem will be investigated & move quickly onto effecting results • As the customer shares their experience, practise active listening • Ascertain the desired outcome
  7. 7. COMPLAINT RESOLUTION STRATEGY How To Manage Complaints (cont) • Achieve the desired outcome • Admit fault - yes, even if it hurts! • Record the details • Make refinements • Learn from complaints received
  8. 8. BUSINESS ADVANCEMENT THROUGH GREAT CUSTOMER SERVICE DELIVERY More information: Handle My Complaint w. www.handlemycomplaint.com.au f. www.facebook.com/handlemycomplaint t. @HandleComplaint
  9. 9. QUESTIONS QUESTIONS ??

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