1 / 21

Complaint-Recovery Process

Complaint-Recovery Process. Jason Paster The Pennsylvania State University. What will be covered today?. Improvements of the complaint-recovery process for your business Classifying customer complaints Responding to the customer The complaint-recovery process in action

hanh
Download Presentation

Complaint-Recovery Process

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Complaint-Recovery Process Jason Paster The Pennsylvania State University

  2. What will be covered today? • Improvements of the complaint-recovery process for your business • Classifying customer complaints • Responding to the customer • The complaint-recovery process in action • A self evaluation of your business

  3. What is the Complaint-Recovery Process? • The process where companies receive complaints, process them, and communicate back to the customer.

  4. What is the goal? • 100% customer satisfaction • Documentation of customers problems/concerns for future reference • To fix the customers problem/concern wherever feasible, as soon as possible

  5. How does your organization measure up? • What has your office done to makes sure it listens to the voice of the customer? • How do the leaders in your organization view complaints? • How does your organization make it easy for customers to complain? • What does your organization do to make it easy for employees to solve problems? Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. http://www.npr.gov/library/papers/benchmrk/bstprac.html. (2/16/01)

  6. How does your organization measure up? • How does your organization track and analyze complaints? • How does your organization use information about complaints to fix easy problems fast? • How does your organization use information about complaints to identify and address underlying problems? Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. http://www.npr.gov/library/papers/benchmrk/bstprac.html. (2/16/01)

  7. How does your organization measure up? • How is customer service incorporated in your organization’s vision, plans and actions? • How do you get complaint information to the CEO or top management? • How does your organization measure customer satisfaction for your overall service? Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. http://www.npr.gov/library/papers/benchmrk/bstprac.html. (2/16/01)

  8. Classifying Complaints • Develop a system within your organization to rank complaints on urgency. • What is the magnitude of the complaint? • EVERY COMPLAINT IS IMPORTANT!

  9. Complaint-Free Customer Service? • No one is perfect, everyone makes mistakes! • Sounds nice, but it will be counterproductive in the long run. “A good service accepts that things are wrong and fixes it.” -Ken Birkby, head of customer service for Marks & Spencer

  10. Complaint-Friendly Customer Service • It should be easy for customers to get in touch with your company. • Customers should always be treated with respect and courtesy. • The customer is ALWAYS right, even when they’re wrong.

  11. Communicating to the Customer • Organization • Patience • Understanding • Assurance • Honesty

  12. Getting Customer Feedback Passively Solicited Customer Feedback Waiting for the customer to come to you about grievances/gratitude's. Actively Solicited Customer Feedback Asking the customer if he/she has any grievances/gratitude’s regarding his/her experience with your business. Foster, S. Thomas. Managing Quality, an Interactive Approach. Upper Saddle River, NJ: Prentice-Hall, 2001.

  13. Implementation of a New System • Issue a policy statement • Establish an implementation team • Establish a tracking system • Develop recommendations for improvement • Implement Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. http://www.npr.gov/library/papers/benchmrk/bstprac.html. (2/16/01)

  14. Some Suggestions for Improvement… • Make it easy for your customers to complain and your customers will make it easy for you to improve. • Respond to complaints quickly and courteously with common sense and you will improve customer loyalty. Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. http://www.npr.gov/library/papers/benchmrk/bstprac.html. (2/16/01)

  15. Key to Success Doing the job right the first time + Effective complaint management Maximum customer satisfaction/loyalty - Toyota Motor Sales USA, Inc. has adopted this formula for customer satisfaction

  16. More Suggestions for Improvement… • Using technology is very important in a complaint handling system. • Recruit and hire the best for customer service jobs. • Resolve complaints on the first contact. Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. http://www.npr.gov/library/papers/benchmrk/bstprac.html. (2/16/01)

  17. Electronic Controls Company (ECCO) -THE PROBLEM • Started receiving an unusually large number of complaints • No way to keep track of complaints • Management sensed they were getting the same complaints repetitively Finegan, Jay. “The rigorous customer-complaint form.” ABI Inform. March 1994. V16 n3. P. 101-103

  18. Electronic Controls Company (ECCO) -THE SOLUTION • The customers information, complaint, and corrective action were all stored into a database. • Hard copies of complaints were filed in two binders • Open - complaints which are pending • Closed- complaints which have been solved • Management was able to track the common problems to figure out the source of the problem, which yielded a fix. Finegan, Jay. “The rigorous customer-complaint form.” ABI Inform. March 1994. V16 n3. P. 101-103

  19. Activity Write down 4 ways to improve your company’s complaint-recovery process. Do your improvements include: • Less Red-Tape • Better use of Technology • More Knowledgeable Customer Service Employees • Faster Response Times

  20. Summary • The complaint-recovery process is key to surviving in business. • The process should be constantly reviewed for improvements. • The customer should play an active role in evaluating your process. • With a winning process your customers will be happier, which in turn will make your business more successful.

  21. Bibliography Brown, Stephen W. “Service recovery through IT: Complaint handling will differentiate firms in the future.” Marketing Management. v6 n3. Fall 1997. p.25-27. “Complaint handling can increase customer loyalty.” Management Today. December 1998. p. 11 Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. http://www.npr.gov/library/papers/benchmrk/bstprac.html. (2/16/01) Finegan, Jay. “The rigorous customer-complaint form.” ABI Inform. March 1994. V16 n3. p. 101-103 Foster, S. Thomas. Managing Quality, an Interactive Approach. Upper Saddle River, NJ: Prentice-Hall, 2001. McClendon, Bruce. “Complaint-free customer service.” Public Management. V79 n3. March 1997. p. 21-23. S, Stephen. “Customer evaluations of service complaint experiences: Impliceations of relationship marketing.” Journal of Marketing. v62 n 2. April 1998. p. 60-76.

More Related