1. HANDLING CUSTOMER
COMPLAINTS
SUNIL KUMAR
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY,
ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com

2. HANDLING COMPLAINTS
WHO IS YOUR CUSTOMER ?
TYPES OF CUSTOMERS ?
SUNIL KUMAR

3. HANDLING CUSTOMER COMPLAINTS
CUSTOMER
1.THE ONE WHO PAYS
2.THE ONE WHO USES
3.THE ONE WHO DECIDES
SUNIL KUMAR

4. COMPLAINTS
INTERNAL CUSTOMERS
THEY ARE AS IMPORTANT AS
EXTERNAL CUSTOMERS
UNFORTUNATELY WE IGNORE THEM
SUNIL KUMAR

5. INTERNAL CUSTOMERS
 ISSUES:
1. YOU ARE FRIENDLY WITH THE
INTERNAL CUSTOMER– THINGS GO
WELL
 YOU CAN USE IT TO ADVANTAGE
SUNIL KUMAR

6. INTERNAL CUSTOMER
2. YOU HAVE SERIOUS DIFFERENCE :
 FOCUS ON ISSUES & NOT ON
PERSONALITY OR PAST
RELATIONSHIP
3. YOU HAVE A NEUTRAL
RELATIONSHIP:
TREAT HIM WITH COURTSEY
SUNIL KUMAR

7. INTERNAL CUSTOMER
FUNDAMENTAL RULE :
TREAT HIM AS A CUSTOMER &
FOLLOW ALL THE RULES OF THE
GAME
WHAT ARE THOSE RULES ?
---
---
----
SUNIL KUMAR

8. RULES OF THE GAME
1.MEET HIM WITH APPOINTMENT
2. ALWAYS BE PUNCTUAL
3. SET A TIME SPAN FOR
DISCUSSION
4.FOCUS ON ISSUES
5. IGNORE PAST DIFFERENCES
6.FOCUS ON ACHIEVING RESULTS
SUNIL KUMAR

9. HANDLING CUSTOMER COMPLAINTS
WHY DO CUSTOMERS COMPLAIN?
GROUP DISCUSSION ON WHY DO
CUSTOMERS COMPLAIN &
WHAT PERCENTAGE OF COMPLAINTS
ARE GENUINE?
SUNIL KUMAR

10. CUSTOMER COMPLAINS BECAUSE :
1.HIS EXPECTATIONS ARE NOT BEING
MET
2YOU OR SOMEONE IN YOUR
ORGANISATION WAS RUDE,INDIFFERENT
OR DISCOURTEOUS TO HIM
3.HE FEELS HE WAS NOT LISTENED TO
4.HE WAS TOLD BY A STAFF MEMBER
SOMETHING, WHICH WAS WRONG
SUNIL KUMAR

11. CUSTOMERS COMPLAIN--
5.HE IS SUSPICIOUS & FEELS THAT
YOU OR YOUR ORGANISATION IS
DISHONEST
6HE FEELS HE WAS NOT LISTENED
TO
7.HE ACTED ON INSTRUCTIONS,
WHICH WERE WRONG
SUNIL KUMAR

12. CUSTOMERS COMPLAIN--
8.HE WAS SCREAMED ON PHONE.
9. HE WAS TRANSFERRED ON PHONE
WITHOUT CONSENT
10HIS INTEGRITY OR HONESTY WAS
QUESTIONED.
SUNIL KUMAR

13. CUSTOMERS COMPLAIN--
11.YOU OR SOMEONE ARGUED
WITH HIM
12. HE WAS TOLD HE HAD NO RIGHT
TO BE ANGRY
SUNIL KUMAR

14. CUSTOMERS COMPLAIN --
14.YOUR STAFF DOES NOT HAVE
TRAINING TO HANDLE SITUATION
QUICKLY & ACCURATELY
15.HE MADE WRONG ASSUMPTION
WHAT YOUR ORGANISATION WILL DO
TO HELP HIM
SUNIL KUMAR

15. GENUINE COMPLAINTS
WHAT PERCENTAGE OF
COMPLAINTS ARE GENUINE ?
HOW DO WE HANDLE GENUINE
COMPLAINTS ?
SUNIL KUMAR

16. COMPLAINTS
 EACH PARTICIPANT ON ONE
SERIOUS COMPLAINT ON ANY
PRODUCT RECEIVED BY HIM,
ACTION TAKEN BY HIM ,
ACTION TAKEN BY THE
ORGANISATION
SUNIL KUMAR

17. HANDLING CUSTOMER COMPLAINTS
LISTEN TO THE CUSTOMER
HAVE PATIENCE
EMPATHISE WITH THE CUSTOMER
LET THE CUSTOMER OVERSTATE HIS
CASE
CUSTOMER SOFTENS ?
SUNIL KUMAR

18. COMPLAINTS
 FIRST APPROACH:
BOXING
SECOND APPROACH:
PRICK THE BALLOON
SUNIL KUMAR

19. BASICS OF TREATING CUSTOMERS
CAN YOU THINK OF TWO SITUATIONS
WHEN YOU WERE THANKED FOR
HELPING A CUSTOMER ?
WHAT DID YOU PARTICULARLY DO
WELL TO WARRANT THE THANKS?
SUNIL KUMAR

20. BASICS OF TREATING CUSTOMERS
1.TREAT CUSTOMERS WITH
COURTSEY , SPECIALLY WHEN YOU
ARE UNDER PRESSURE
[ HOW CAN YOU DO THAT?
SUNIL KUMAR

21. BASICS OF
MAKE A HABIT OF COURTSEY & NOT
AN EXCEPTION.
FOR EXAMPLE, WILL YOU REMOVE
SHOES ENTERING A TEMPLE IN A
JUNGLE?
IT IS INGRAINED IN YOU. IT IS NOT A
PUT ON
SUNIL KUMAR

22. BASICS OF TREATING YOUR
CUSTOMERS
2.MAKE THEM FEEL IMPORTANT
EVERY HUMAN BEING WANTS TO
FEEL IMPORTANT WHEN HE IS
PLAYING THE ROLE OF A
CUSTOMER [ AFTER ALL HE PAYS
THE BILL. WOULD YOU NOT ?
SUNIL KUMAR

23. BASICS
3.BE WILLING TO HELP THEM
[ CUSTOMERS FEEL AT EASE IF THEY
FEEL YOU ARE A FRIEND WHO CAN
BE COUNTED FOR HELP]
[ THEY MAY NOT ASK FOR HELP AT
ALL]
SUNIL KUMAR

24. BASICS OF TREATING YOUR
CUSTOMERS
4.LEARN TO SMILE .DONT MOAN
[SMILING IS EASY. MOANING IS
DIFFICULT. DO THE EASY THING.]
[SMILING IS INFECTIOUS. HELP
MAKE FRIENDS . WHY DO YOU WANT
ENEMIES ?
SUNIL KUMAR

25. BASICS
5. YOUR PERSONAL APPEARANCE
REFLECTS YOUR COMPANY
STANDARD.
WOULD YOU LIKE TO ENHANCE THE
IMAGE OR DECREASE IT?
TWO PARTICIPANTS TO VERBALISE
GOOD APPEARANCE
SUNIL KUMAR

26. BASICS
6.ARE YOU FULLY ARMED WITH
NEEDED INFORMATION
PRICELIST
TERMS
PRODUCT RANGE
COMPUTER
TILL ETC ETC
SUNIL KUMAR

27. BASICS
7.DO NOT BLAME OTHERS &
COMPANY IF YOU CAN NOT FIND
INFORMATION
[IT WILL SPOIL YOUR NAME]
SUNIL KUMAR

28. BASICS
ALWAYS PRESENT YOURSELF & CO
POSITIVELY
[IT WILL DEFINITELY PAY YOU
RETURNS.NO ONE WANTS TO DEAL
WITH FAILURES OR UNSUCCESSFUL
PERSONS
SUNIL KUMAR

29. DEALING WITH COMPLAINTS
1.BE CALM
2.USE OPEN ENDED QUESTIONS:
WHY ?
WHEN?
HOW?
WHERE ?
WHICH?
CAN YOU EXPLAIN?
SUNIL KUMAR

30. DEALING WITH COMPLAINTS
3. LISTEN
MAKE NOTES
SWITCH OFF YOUR MOBILE
TAKE PHONE OFF THE HOOK
HOLD ALL CALLS
PAY ATTENTION
CONCENTRATE
SUNIL KUMAR

31. DEALING WITH COMPLAINTS
4.EMPATHISE:
I CAN APPRECIATE YOUR
DISAPPOINTMENT
THAT MUST BE DIFFICULT TO ACCEPT
SUNIL KUMAR

32. DEALING WITH---
5. DO NOT JUSTIFY LAPSES:
SICK EMPLOYEES
TRUCK DID NOT REACH
SYSTEM FAILURE
MANUFACTURING PROBLEM
SUNIL KUMAR

33. DEALING WITH--
6. MAKE NOTES:
READ NOTES BACK TO CUSTOMER
CLARIFY DOUBTS
SIMPLE LANGUAGE
SUNIL KUMAR

34. DEALING WITH--
7.AGREE ON A COURSE OF ACTION:
GIVE TIME FRAME
BE SURE YOU CAN MEET DEADLINE
CONSULT OTHERS FOR DATES
SUNIL KUMAR

35. DEALING WITH --
8.PROMISE LESS PERFORM BETTER
BUILD CREDIBILITY
SUNIL KUMAR

36. DEALING WITH COMPLAINTS
9.FOLLOW THROUGH
TAKE FOLLOW UP ACTION
INFORM CUSTOMER
MAKE SINCERE EFFORT
SUNIL KUMAR

37. DEALING ---
WARNING
DON’T SAY THINGS LIKE:
I CANT BELIEVE IT
THIS CANT BE TRUE
YOU ARE JOKING
NO, SURELY NOT
SUNIL KUMAR

38. DEALING --
WARNING
BAD SITUATION BECOMES WORST BY
NOT FOLLOWING THROUGH
NOT STICKING TO DEADLINE IS BAD,
NOT INFORMING ANOTHER DEADLINE
IS WORSE
SUNIL KUMAR

39. DEALING WITH COMPLAINTS
DO YOU KNOW THE LEGAL RIGHTS
OF THE CUSTOMER?
BE PREPARED TO ANSWER
SUNIL KUMAR

40. IS THE CUSTOMER ALWAYS RIGHT?
NOT ALWAYS
BUT YOU HAVE TO HANDLE HIM
TACTFULLY
DON’T GET ANGRY
BE SUBTLE
BE POLITE EVEN IF BUSY
SUNIL KUMAR

41. EMPATHY OR SYMPATHY
PARTICIPANTS TO DEFINE AND
DIFFERENTIATE THE TERMS :
EMPATHY
SYMPATHY
SUNIL KUMAR

42. EMPATHY
TO PUT YOURSELF IN CUSTOMER’S
SHOES AND FEEL LIKE HIM
YOU ARE LIKELY TO ACT POSITIVELY
& INSTICTIVELY TO HELP THE
CUSTOMER
HE WILL BECOME A FRIEND
SUNIL KUMAR

43. SYMPATHY
PUTS YOU ON A HIGHER PEDASTAL
YOU ARE LIKELY TO LOOK DOWN
UPON
AS IF YOU ARE DONATING AND
HENCE YOU FEEL PITY FOR HIM
EVEN DISABLED ASK FOR EMPATHY &
NOT SYMPATHY
SUNIL KUMAR

44. EMPATHY & SYMPATHY
KNOWING THE DIFFERENCE
BETWEEN THE TWO WILL PROPEL
YOU TO TAKE ACTION ON CUSTOMER
COMPLAINTS IN POSITIVE
&PROACTIVE MANNER
HENCE EMPATHISE WITH THE
CUSTOMER
SUNIL KUMAR

45. SMILE
1. SMILE OF WELCOME:
THE CUSTOMER IS NOT A FACELESS
PERSON.
YOU RECOGNISE HIS/HER PRESENCE
WITH A SMILE OF WELCOME
YOU ARE NOT NEUTRAL TO HIM
SUNIL KUMAR

46. SMILE
DO NOT LAUGH:
IT CAN INCREASE ANGER
IT MAY BE MISUNDERSTOOD
DON’T CUT JOKES –IT WILL NOT
REDUCE TENSION.IT MIGHT ENHANCE
IT
SUNIL KUMAR

47. SILENCE
SILENCE IS THE WAY TO AVOID
PROBLEMS:
KEEP QUIET & LISTEN
REMAIN GLUED TO THE
COMLAINANT,NOD .DONT IGNORE HIM
SUNIL KUMAR

48. TURNING FOES INTO FRIENDS
SURPRISINGLY IF YOU HANDLE
COMPLAINT WELL THE CUSTOMER
NOT ONLY CONTINUES TO REMAIN
WITH YOU BUT MAY SUPPORT YOU IF
HE FINDS THAT YOU WERE BETTER
THAN YOUR COMPETITION IN
HANDLING HIS COMPLAINT
SUNIL KUMAR

49. ANALYSING SELF
1.WHAT ARE YOUR PERSONAL
STRENGTHS IN DEALING WITH
CUSTOMER COMPLAINTS ?
2. WHAT ARE YOUR PERSONAL
WEAKNESSES IN DEALING WITH
CUSTOMER COMPLAINTS?
SUNIL KUMAR

50. FINALLY
IT DEPENDS ON YOU :
1.DO YOU WANT TO HANDLE
COMPLAINTS EXCEPTIONALLY?
2.ARE YOU LEARNING THE POSITIVE
ATTITUDE TO FACE CUSTOMER
COMPLAINTS?
SUNIL KUMAR

51. FINALLY
3.ARE YOU MAKING EFFORTS TO
REALLY LEARN ABOUT YOUR
PRODUCTS & SERVICES?
4.DO YOU ENJOY MEETING
CUSTOMERS OR THEIR COMPLAINTS?
5.NEVER OVERPROMISE BUTALWAYS
OVERPERFORM
SUNIL KUMAR

52. FINALLY
6.IF YOU CAN RELATE THE
CUSTOMER WITH A SERIOUS
COMPLAINT AS A FRIEND WHO HAS
A GENUINE COMPLAINT , YOU WILL
ACT IN A MUTUALLY SATISFYING
MANNER
SUNIL KUMAR

53. DISARMING COMPLAINERS
THANK HIM FOR COMPLAINING
WHY?
SUNIL KUMAR

54. DISARMING COMPLAINERS
HE COULD HAVE SWITCHED
LOYALTY
THANK HIM FOR COMPLAINING
SUNIL KUMAR

55. DISARMING --
HE MAY BE SATISFIED WITH YOUR
ACTIONS
HE MAY BECOME YOUR
AMBASSADOR
BUT HE NEEDS SERVICE
SUNIL KUMAR

56. THANKS
SUNIL KUMAR
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY,
ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com