Handling Customer Complaints

Why do Customers Complain?

Non-availability of a product Dissatisfaction with a product Dissatisfaction with the service offered

Broadband & Telephone Services

Why dont customers complain ?

I dont think my complaint is welcomed I dont suppose anyone will listen Whenever I make a complaint, I am treated with suspicion and doubt I dont know who to complain to Nobody is willing to take responsibility for my complaint They are rude to me when I make a complaint
Broadband & Telephone Services

Complaints and their benefits

Benefits for the organization -Improved image -Increased profitability -Customer loyalty -Increased market share -Fewer customer Drop-outs

Broadband & Telephone Services

Complaints and their benefits

Benefits for you -you will achieve greater job satisfaction -you will learn how to complain yourself and demand quality -you will learn to take criticism from others and use it to improve your personal quality -you will improve your self-esteem

Broadband & Telephone Services

The customer who complains..

is still a customer has the right to complain still has some confidence in the company can be made a goodwill ambassador gives you and your organization a chance to correct the mistake and recover the customers confidence

Broadband & Telephone Services

Dealing with Complaints

Listen Apologize and Empathize with the customer Dont make excuses Check that you understand the complaint Agree to a solution Solve the problem Inform the customer Say Thank you
Broadband & Telephone Services

THANK YOU