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Lesson 2 handling customer complaints (2)

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Lesson 2 handling customer complaints (2)

  1. 1. HANDLING CUSTOMER COMPLAINTS
  2. 2.  Learn what makes excellent customer service; and  Learn ways to handle a complaint. OBJECTIVE:
  3. 3. A lil brain teaser to start our day! A clerk at a butcher shop stands at 180 cm tall and wears size 13 sneakers. What does he weigh?
  4. 4. A lil brain teaser to start our day! He weighs this ->
  5. 5. WHO ARE YOUR CUSTOMERS? THE BASIS OF CUSTOMER SERVICE IS: CUSTOMER IS ALWAYS RIGHT … OR DO THEY?
  6. 6. EXCELLENT CUSTOMER SERVICE C O M M I T M E N T T O Q U A L I T Y K N O W Y O U R P R O D U C T S / S E R V I C E K N O W Y O U R C U S T O M E R S T R E AT P E O P L E W I T H C O U R T E S Y D O N ’ T A R G U E W I T H C U S T O M E R S
  7. 7. EXCELLENT CUSTOMER SERVICE AT T E N D T O C U S T O M E R S P R O M P T LY A L W AY S D E L I V E R Y O U R P R O M I S E S A S S U M E C O M P L A I N T I S B O N A F I D E F O C U S O N C U S T O M E R S , N O T S A L E S M A K E T H I N G S E A S Y
  8. 8. Bad customer service is a disservice Let’s watch a sample. Discuss it after watching and tell us how to improve it.
  9. 9. Customer complaints is an opportunity for organisations to improve themselves. How so?
  10. 10. Q: How do you deliver better services? A:In handling customers lies the answer.
  11. 11. 1 2 3 4 5LISTEN TO UNDER STAND EMPATHY OFFER SOLUTION(S) IMPLEMENT FOLLOW UP & FOLLOW THROUGH
  12. 12. #1 LISTEN TO UNDERSTAND APPLY ACTIVE AND REFLECTIVE LISTENING. ASK THE RIGHT QUESTIONS. APPLY THE 7Cs OF COMMUNICATION E.G: 1. SAY “YES” TO ACKNOWLEDGE - ACTIVE 2. RECONFIRM WHAT THEY SAID – REFLECTIVE
  13. 13. #2 EMPATHY PUT YOURSELF IN THEIR SHOES E.G: “I UNDERSTAND HOW FRUSTRATING THIS MUST BE”
  14. 14. #3 OFFER SOLUTIONS THAT IS WITHIN YOUR MEANS. SOLVE IT. E.G: “CAN WE DO THIS FOR YOU?”
  15. 15. #4 IMPLEMENT EXPLAIN WHAT NEEDS TO BE DONE AND ACTUALLY TAKE ACTION, PROMPTLY!
  16. 16. #5 FOLLOW UP AND FOLLOW THROUGH AFTER ACTIONS TAKEN, GO BACK TO COMPLAINANT E.G: “THIS IS WHAT WE HAVE DONE.”
  17. 17. 1 2 3 4 5 APPLY ACTIVE AND REFLECTIVE LISTENING PUT YOURSELF IN THEIR SHOES OFFER SOLUTION(S) IMPLEMENT, TAKE ACTION! GO BACK TO COMPLAINANT
  18. 18. LET’S PRACTICE! Get into a pair and practice it.
  19. 19. Watch this video. Compare it to what we’ve learn and make notes. HOW TO HANDLE ANGRY CUSTOMERS?
  20. 20. THE SOCIAL MEDIA Imagine that you are the CEO of Fresh Farm. HOW WOULD YOU HANDLE THIS MILKGATE?
  21. 21. THE SOCIAL MEDIA HOW TO WIN THEM OVER?
  22. 22. SUMMARY WHAT HAVE WE LEARNED SO FAR?:  WHAT MAKES EXCELLENT SERVICE  HOW TO HANDLE COMPLAINTS

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