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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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