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1.08 Appropriately Handling Difficult Customers. Why Handle Complaints Appropriately?. Customers that have had an issue resolved efficiently and professionally are more loyal. Important to gain and retain a customer through superior customer service and build a strong clientele .

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why handle complaints appropriately
Why Handle Complaints Appropriately?
  • Customers that have had an issue resolved efficiently and professionally are more loyal.
  • Important to gain and retain a customer through superior customer serviceand build a strong clientele.
  • Customers spend money --- even the difficult ones.
  • Professionally handling situations can lead to customer referrals. People talk!
  • Positively impact on the company’s image.
  • All of the above contribute to companyprofits.
appropriately handling customer complaints
Appropriately handling customer complaints
  • Should be immediate
  • Should be effective
  • Should offer customer satisfaction
  • Should follow company policy
  • Should follow company procedure
develop company policy
Develop Company Policy
  • Company policy
    • Policies are general rules followed by personnel to address many types of situations that may occur
    • Most businesses have these rules in writing
    • Following these rules usually solves the problem
  • Company Policies
    • Help avoid misunderstandings
    • Apply fair and consistent treatment of customers
    • Policy goals should be targeted towards customer satisfaction
  • Example: Many companies have a written policy that forbids their employees from physically stopping or chasing suspected shoplifters.
develop company procedures
Develop Company Procedures
  • Company Procedures
    • Step by step instructions for personnel to follow.
    • Designed to achieve a positive result.
      • Cooking recipes are good examples of procedures.
procedures for handling complaints
Procedures for Handling Complaints

Before handling the difficult customer:

  • Recognize type of difficult customer and handle the situation accordingly
  • Use appropriate techniques for working with that type of difficult customer to handle needs/wants
procedure for handling complaints
Procedure for Handling Complaints
  • Listen to customer
  • Determine the reason for the complaint
  • Thank the customer
  • Restate the complaint
  • Investigate the problem
    • Key to making sure the complaint is justified
  • Explain company policy
    • Ex: No Returns after 30 Days
    • Saying “Not company policy” is NOT an option
  • Take action
    • Resolve the issue
    • Satisfy the customer!
    • Must be done according to company policy
skills needed to handle complaints
Skills Needed to Handle Complaints
  • Interpersonal (Interacting with People) skills:
  • Remain calm and in control of emotions
  • Express patience and flexibility
  • Listen completely and openly
  • Be Courteous and sincere
  • Provide honest and helpful information
  • Be respectful of the customer needs
  • Do not be condescending
skills needed to handle complaints1
Skills Needed to Handle Complaints
  • Communication skills
  • Speak softly and slowly
  • Use proper grammar and English and pronounce words correctly and clearly
  • Listen and respond but do not interrupt customer
  • Ask appropriate questions to understand issue
  • Maintain eye contact to show interest
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