2. THE SERVICE PROFESSIONAL CREED
WHAT YOU DID WILL BE
LONG FORGOTTEN BUT HOW
YOU DID IT WILL NEVER BE
FORGOTTEN
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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.
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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. 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)
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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
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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….
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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.
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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
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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.
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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.
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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.
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13. REMEMBER!
WHAT YOU DID WILL BE
LONG FORGOTTEN BUT HOW
YOU DID IT WILL NEVER BE
FORGOTTEN
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