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Complaint handling 101

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Effective complants handling
Effective complants handling
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Complaint handling 101

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Does this sound familiar?
You feel queasy if a customer has a complaint. You defend yourself and want to find the person at fault for the mistake.
Both strategies will neither make you feel better nor will they help the customer. Learn a better way to find a solution which will please both parties.

Does this sound familiar?
You feel queasy if a customer has a complaint. You defend yourself and want to find the person at fault for the mistake.
Both strategies will neither make you feel better nor will they help the customer. Learn a better way to find a solution which will please both parties.

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Complaint handling 101

  1. 1. Complaint handling 101
  2. 2. A complaint is a gift • You have a chance to solve the customer’s problem • You may build trust • You learn something about your product or services
  3. 3. Complaints are 
 everybody’s concern customer Service R&D warehouse Finance Marketing Product Management - not just customer service’s.
  4. 4. + Make it easy to complain • be available at customer- friendly times • publish phone number and email address • no forms to fill in • no interrogation Do not disturb!
  5. 5. + Be fast Most customers expect a fast answer • phone: call back within 1 hour • email: maximum 1 day
 (trend: 1-4 hours)
  6. 6. + Listen carefully „Most people do not listen with the intend to understand, they listen with the intend to reply.“ Stephen Covey - pay attention to the customer.
  7. 7. + Say „Thank you“ and „I am sorry.“ and show that you value the customer and the complaint. Don’t bother finding out whom to blame.
  8. 8. + Understand the customer’s expectations Else you won’t be able to find a solution, which is acceptable for both sides.
  9. 9. Find a solution The most important needs of a complaining customer are: • justice • get control of his situation • regain self-esteem Pay attention to this when you look for a solution.
  10. 10. Learn about • the limitations of your product • the expectations of your customers • how they use your product • what you can improve
  11. 11. Learn the 
 complaint 101 Subscribe to my newsletter at wiebke-wetzel.com

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