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COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi

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COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi

  1. 1. BY MOROLAKE AKIN-ALABI SERVICE PROFESSIONAL TRAINING 1
  2. 2. THE SERVICE PROFESSIONAL CREED WHAT YOU DID WILL BE LONG FORGOTTEN BUT HOW YOU DID IT WILL NEVER BE FORGOTTEN 2
  3. 3. COMPLAINTS THE VALUE ADDING TOOL  As Service professionals we should see Complaint as a GIFT.  The best customers are actually those who have complaints and who call from time to time to make it known.  9% to 37% of unhappy customers make complaints to firms. The rest never bother to complain. They think it is not worth the time or effort. They further think that no one would be concerned about their problem or solve it.  Complaints should be seen as a tool to improve on processes and get better at delivering Customer Satisfaction. Every Complaint is a GIFT.  We must decide to use complaints wisely to move the organization forward. 3
  4. 4. LET’S SAY THIS TOGETHER 4 EVERY COMPLAINT IS A GIFT  This principle can be applied to every facet of our relationships and interactions with people.
  5. 5. CONNECT WITH THE CUSTOMER  We are to connect with the Clients/ Customers to ensure all queries and concerns are resolved. The word CONNECT means:  C- Caring attitude  O- Own the call  N-Now is the time for good tone  N- Never waiver in your attentiveness  E- Expectations are up to you (Manage the customer Expectation)  C- Complaints is an opportunity  T- Tune in to your customer (know your customers’ communication preferences) 5
  6. 6. SO WHAT'S COMPLAINTS ABOUT?  An expression of dissatisfaction made to an organization, related to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.  So the complaint is not about YOU but about the SERVICE How Does Complaint Help Us? Complaint gives us the opportunity to:  Increase Customer base  Build long term relationships - customers will use your services if they believe complaints are welcome and ADDRESSED!  Rectify service failures  Engage Customers as advocates 6
  7. 7. HOW TO HANDLE CUSTOMER COMPLAINTS  Don’t argue- The CUSTOMER IS ALWAYS RIGHT. ‘WE ARE SORRY ABOUT THE INCONVINIENCE’ could save the business.  Listen and pick the major points. The customer may be angry and say a lot of things. Ensure you are able to pick the core of why the complaint is being raised.  Acknowledge and empathize  Fix the problem and do not blame or disassociate yourself from the Organization as a result of the complaint.  Get the customer’s acceptance of apology and agreement with proposed solution E.g. I understand how upset you are that these additional charges have shown up, here’s what we can do about it…. 7
  8. 8. SAYING “NO” TO THE CUSTOMER The use of “NO” as a service professional is not in our dictionary. As a service Professional you should offer alternatives instead of saying an outright “No”. e.g. Thank you for your enquiry we have the following services available at the moment but we do not have the services you just requested. 8
  9. 9. THE 5 STEPS IN SAYING “ NO” TO THE CUSTOMER As a Service Professionals our NO is providing an alternative.  As much as possible ensure that you say it in a nice and friendly manner. Give the customer a soft landing  Apologize  Empathize  Explain  Offer Alternatives  Get Customers - Buy In  Thank the Customer 9
  10. 10. RELATING WITH THE CUSTOMER It is important to know how your customer would like you to relate with him or her. It is important to know the energy level of your customers and know how to communicate with them on that level. We have the following energy levels:  Creative -Future oriented; looks at the big Picture  Grounding -Here and Now; Fact Oriented  Relationship - Concerned with feelings of those involved in the issue  Logic - Detail Oriented / always wanting to plan. 10
  11. 11. HANDLING THE CUSTOMER OVER THE PHONE  Pick the phone- Response time is critical. Your phone should not ring more than 3 times before you pick. In the event of not being able to pick calls ensure that you repay the call within 24hrs or send a text if busy to the customer.  Use short clear greeting that conveys friendliness. E.g. Hello, thank you for calling, This XYX organization, my name is ABC How may I help you? Get the Name of the person and find out how he/she wants to be addressed.  Avoid Negativity, the use of over familiar words e.g. Dear, honey, darling etc. The client is not your family member, colleague or close associate.  Avoid the use of Jargons or acronyms, peculiar to the industry in which you operate.  If it’s beyond you to handle, ask for permission before handing over, explain why you need to hand over, brief whoever you’re handing over  When you want to end the call, use appropriate transitional phrases e.g. is there anything else? Have we been able to address all the issues?  Allow the caller to hang up before you do. If he doesn’t let him know you cannot hang up except he does.  Ensure the call is properly documented in clear manner with a business perspective. 11
  12. 12. I’M WORKING ON IT- ELIMINATE THE CLICHÉ  This phrase has become a cliché with service professionals. Don’t just tell the customer your are working on it. Tell the customer what you have done, what you will do, how you intend to do it etc. This will inform the customer that you are actually “working on it”.  In cases where the solution will take a process, let the customer know every stage. 12
  13. 13. REMEMBER! WHAT YOU DID WILL BE LONG FORGOTTEN BUT HOW YOU DID IT WILL NEVER BE FORGOTTEN 13
  14. 14. Thank You 14

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