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Overview of presentation
What is a Complaint? Why do customers complain? How is a complaint a gift? Impact of Managements view of complaints handling Complaints handling in a global environment What can be achieved with a Complaint is a gift strategy- looking at complaints differently
What is a Complaint?
AS ISO 10002 Customer satisfaction Guidelines for complaints handling in organizations defines a complaint as An expression of dissatisfaction made to an organization, related to its products (services), or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected
Recent experience
Activity-1 minute
Turn to the person sitting next to you and discuss a recent experience where you handled a complaint, focusing on how you reacted to your complaint Alternatively, discuss a recent experience where you made a complaint, focusing on how the business reacted to your complaint
Customers manner
Lack Gracious Social skills to communicate Nervous Harsh, one sided Emotional Lack understanding of commercial/regulatory limitations Rude Unreasonable complainant
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Example 1
Surface message product is not working as expected Underlying message I dont understand the new technology, I need help
Example 2
Surface message- I am disappointed with the service during my last visit/purchasing experience Underlying message I am testing the value of my loyalty to your business
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7 out of 10 complaining customers will do business again with you if resolve the complaint in their favour Of complaining customers, 95% will do business with you again if you resolve the complaint at the first contact On average, a satisfied complainer will tell 5 people about their problem and how it was solved It costs 6 times more to attract new customers than it does to retain current ones Customer loyalty is worth 10 times the price of a single purchase
How to win and Keep Customers Michael LeBoeuf
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The Gift
If a customer is complaining, you are being given a chance to retain that customer
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Readings/References
Complaint is a Gift Janelle Barlow and Claus Moller 2nd edition, TMI How to Win and Keep Customers, Michael LeBoeuf
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SUMMARY
Complaints are packages with 2 levels of messages waiting to be unpackaged Complaints are given freely Businesses can use the gifts in different wayscorrection of immediate and systemic issues through direct communication of unmet expectations Complaints give businesses opportunities to retain customers business and loyalty
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A question to ponder
Putting yourself in the customers seat , what is your preference
Would you rather be dealing with a business that ignores complaints or with a business that welcomes complaints and sees them as a gift a powerful source of information ? Let your response to this question be the driver for your approach in managing complaints for your business.
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Questions
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