Handling Customers Complaints NEW

SIMBISA BRANDS HANDLING CUSTOMERS COMPLAINTS THE NEXT LEVEL ACADEMY

MODULE OVERVIEW In this module we will discuss how you will handle unhappy customers. • In this day of social media, we have to be very careful how we resolve these situations. If customers issues are not handled fast you will find the issues spread across social media. Today the use of social media has changed the game in customer satisfaction. How many times have we seen Facebook, Twitter and WhatsApp being used to get back at businesses that are not responsive to customer issues? You ignore these social media platforms at your peril. • At Simbisa we are geared towards customer satisfaction. We believe that without the customer we are nothing. The customer has endless options. When a customer comes through our doors, they are doing us a favor by patronizing our business. Our goal is 100 percent satisfaction, it is with this objective in mind that every customer interfacing associate knows their parameters when handling customer complaints. In some instances it may not be your fault or even the business, however as a business we will solve all customer complaints.

HANDLING CUSTOMER COMPLAINTS AT SIMBISA THE BEST WAY TO PREVENT COMPLAINTS IS TO AVOID THEM IN THE FIRST PLACE • From time to time you will encounter difficult customer situations. How you handle these situations determines the way the customer will react. • Customer complaints will always bring an opportunity to turn an unhappy customer into a satisfied one, it is also gives us a chance to learn from our short comings. • Did you know that the majority of the customers will not complain? They would rather not cause any problems and never patronize our business again. • You must be grateful for those customers that bring problems to your attention.

WHAT CAUSES CUSTOMERS TO COMPLAINT? • As stated earlier, customers normally avoid complaining. Most complaints occur because customers are not satisfied with the service or product they received from your store. • In our introduction to customer service module, we talk about the basics of customer service and welcoming our guests as the basis for building great relationships. • If the welcome is not personal or the procedures are not followed, you are bound to have challenges if your guest becomes unhappy at some point. This is the major reason that you treat your customer well when they enter your restaurant.

EFFECTIVELY HANDLING CUSTOMER COMPLAINTS THE SIMBISA WAY • The goal is to equip you as a simbisa customer service representative, to effectively handle customer complaints without the need to jump hoops to getting the manager when you can handle simple issues. • You should know that prevention is better than having to handle negative customer feedback. If you do what you are supposed to do you eliminate a lot of headaches, however for any reason a customer is dissatisfied, follow these guidelines to assist our customer.

EFFECTIVE STEP #1 - DO NOT BE DEFENSIVE When a customer comes back to your counter with a challenging situation, first of all; do not be defensive. Some of the major customer complaints may be that the customer got a wrong Pizza, their Pizza took longer than necessary, or was under done. No matter how the customer approaches you do not be defensive, stay calm and listen to the customer complaint.

EFFECTIVE STEP #2 - LISTEN TO THE CUSTOMER • Listen, Listen, Listen, the first step to effective communication is listening. • Actively Listen. • Listen without interrupting the customer, let the customer vent out. You should acknowledge that you are listening, by looking directly at the customer and nodding your head if possible. • Understand what the customer complaint is all about, without interrupting let the customer explain the situation. Listen and acknowledge the customer situation, by repeating what the customer is saying it means you are on the same page.

EFFECTIVE STEP #3 - APOLOGIZE First and foremost apologize, say I’m sorry and be genuine, this could be a simple I’m sorry MrMphoko. By apologizing you are taking the first step in getting the customer on your side. Let your apology be sincere, some apologies may sound patronizing if your body language and your tone are not modelled correctly. ( refer to the First impression module for correct body language approach). Be careful not to apologize for any issues related to sickness, or food poisoning. For those refer to your manager. Note for manager; If you encounter this issue please follow these guidelines. Avoid finger pointing and apportioning blame, take ownership of the situation and resolve the best way you can.

EFFECTIVE STEP #4 - PROVIDE A SOLUTION PROVIDE A SOLUTION • After you have understood the situation, provide a solution. • One of the most frustrating situations is when a customer service representative cannot provide a customer with a solution. No matter how many times you apologize and say I’m sorry, if there is no solution resolving the customer complaint, that sorry does not mean anything. • One of the ways you create a solution is by offering an alternative or offer a freebie if that’s permitted in your store.(this one requires your managers guidance)

EFFECTIVE STEP #5 - THANK THE CUSTOMER • Thank the customer for giving you the opportunity to make things right. • They could have easily gone to the competition and we could have lost their business and that relationship an example would be, “thank you so much MrMphoko for taking your time to highlight this problem”.

EFFECTIVE STEP #6 - SHARE WITH YOUR TEAM • You should quickly inform your team mates about the challenging customer situations you encounter. It is critical that they be in the loop of what’s going on to avoid future occurrences. If the issue was caused by a chicken chef, pizza maker controller or dispatcher, it helps if they understand what they did wrong. It is important that at this point you are not blaming anyone. Your feedback should be centered on rehabilitation and forging the way forward. • Once your team members understand how careless mistakes cost the business they will take their time next time to get corrective measures.

TIPS TO REMEMBER WHEN DEALING WITH CUSTOMER COMPLAINTS • Our culture at Simbisa is about customer satisfaction. It begins when we welcome customers at our doors. • For any reason the customer returns with an issue, it is that same culture that drives us to help that customer until they become satisfied. • We pride ourselves as one of the best companies in the land for customer service and we believe that you as our representative live the value.

TIPS • Put yourself in the customers’ shoes and try to see things from their perspective. • The customer is not angry at you personally. • Focus on the problem, not the person’s attitude or behavior. • Display empathy towards the customer’s situation. • Think about what you can do. • Be part of the solution. • Never interrupt when customers are telling their side of things. • It is all right to ask for the customer’s ideas for a solutions. • Feel proud when you can turn an upset customer into a satisfied one.

REVIEW QUESTIONS Handling customer complaints. Question 1 What causes customer complaints? a) Cashiers b) Unreasonable and ungrateful customers c) Customers who want more than they paid for d) Incorrect orders or substandard products Question 2 What is the first step in addressing customer complaints according to the Simbisa 6 step solution? a) Call the manager b) Show them the customer service line c) Do not be defensive d) Tell the customer who made the error

REVIEW QUESTIONS Question 3 How do you avoid customer complaints in the first place? a) Identify and avoid customers who complain too much b) Great the customer by saying hi c) Give them free things so they won’t be a problem d) Follow the Simbisa way of welcoming and handling the customer Question 4 These days if customers are not satisfied they can spread the news via social media, which are some the platforms they use? a)WhatsApp b)Facebook c)Twitter d)All of the above

Handling Customers Complaints NEW