TOP CONCERNS OF CUSTOMER SATISFACTION

1. RELIABLE AGENT

2. ENJOYABLE BUSINESS TRANSACTION

3. TRUSTWORTHY PEOPLE
 PROTOCOLS FOR HANDLING DIFFICULT OR IRATE
CUSTOMERS

How would you feel if you were the one making

the complaint? That is the first thing you need
to think when dealing with complaints.
Empathy and understanding are paramount to
giving good customer service, whether in sales,
customer service, or customer complaints
departments.
 METHODS ON HOW TO RESPOND TO COMPLAINTS
PROMPTLY

1. TREAT COMPLAINANTS AS VALUED CUSTOMERS.

2. ACCEPT OWNERSHIP OF THE PROBLEM.

 METHODS ON HOW TO RESPOND TO COMPLAINTS
PROMPTLY

3. USE THE PERSON’S NAME OFTEN, AND WITH CARE.

The sound that people most like to hear from others is the
sound of their own names. Use expressions such as:
“I appreciate your concern, Sir Robert”
“I can understand why you feel the way you do, Miss Verna.
4. LISTEN ATTENTIVELY TO WHATYOUR CUSTOMER IS SAYING.
Let the customer talk. Say something to them to let them
know you are listening well.
 METHODS ON HOW TO RESPOND TO COMPLAINTS
PROMPTLY

5. BE UNDERSTANDING
Remember, the person is complaining about your business, not
about you personally. Be calm, cheerful and helpful. If possible, let
the customer know that you will take responsibility for solving the
problem.
6. BE SURE TO GET ALL RELEVANT INFORMATION
If necessary, repeat the complaint to the customer and get agreement
that you understand the customer’s point of view. If the customer says you
haven’t got it right, never say: “You don’t understand what I have said.”
 ACKNOWLEDGING THE SITUATION AND PROVIDING
APPROPRIATE RESPONSE

Once you have all the list of the complaints, act immediately in accordance
with the procedures of customer service policy.
What can you do to remedy the arising problem? Here are the basic tools from
an enterprise’ customer service policy:
 ACKNOWLEDGING THE SITUATION AND PROVIDING
APPROPRIATE RESPONSE

1. EMPOWER STAFF.
Customer service representative should know how to
provide solutions to customers and have the authority to
handle complaints in a friendly and professional manner.
2. GIVE RESPONSIBILITY
Give frontline staff responsibility to resolve complaints
in the first instance
 ACKNOWLEDGING THE SITUATION AND PROVIDING
APPROPRIATE RESPONSE

3. TRAIN REPRESENTATIVE.
Proper training on customer-complaint
handling techniques is a big help to manage
unreasonable customer behavior.