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Simple strategies to flip your customer complaints into customer satisfaction
- 1. SIMPLE STRATEGIES TO FLIP YOUR CUSTOMER COMPLAINTS INTO CUSTOMER SATISFACTION Presented by: Jo Ucukalo – CEO - Handle My Complaint 2 March 2012
- 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. 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. 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. 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. 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. 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. BUSINESS ADVANCEMENT THROUGH GREAT CUSTOMER SERVICE DELIVERY More information: Handle My Complaint w. www.handlemycomplaint.com.au f. www.facebook.com/handlemycomplaint t. @HandleComplaint