Lesson 2 handling customer complaints (2)

HANDLINGCUSTOMER COMPLAINTS

Learn what makes excellent customer service; and

Learn ways to handle a complaint.

OBJECTIVE:

A lil brain teaser to start our day!

A clerk at a butcher shop stands at 180 cm tall and wears size 13 sneakers.

What does he weigh?

A lil brain teaser to start our day!

He weighs this ->

WHO ARE YOUR CUSTOMERS?

THE BASIS OF CUSTOMER SERVICE IS:

CUSTOMER IS ALWAYS RIGHT

… OR DO THEY?

EXCELLENT CUSTOMER SERVICE

C O M M I T M E N T T O Q U A L I T Y

K N O W Y O U R P R O D U C T S / S E R V I C E

K N O W Y O U R C U S T O M E R S

T R E A T P E O P L E W I T H C O U R T E S Y

D O N ’ T A R G U E W I T H C U S T O M E R S

EXCELLENT CUSTOMER SERVICE

A T T E N D T O C U S T O M E R S P R O M P T LY

A L W AY S D E L I V E R Y O U R P R O M I S E S

A S S U M E C O M P L A I N T I S B O N A F I D E

F O C U S O N C U S T O M E R S , N O T S A L E S

M A K E T H I N G S E A S Y

Bad customer service is a disservice

Let’s watch a sample.

Discuss it after watching and tell us how to improve it.

Customer complaints is an opportunity for organisations to improve themselves.

How so?

Q: How do you deliver better

services?

A:In handling customers lies

the answer.

1 2 3 4 5LISTEN TO UNDERSTAND

EMPATHY OFFER SOLUTION(S) IMPLEMENT

FOLLOW UP & FOLLOW THROUGH

#1 LISTEN TO UNDERSTAND

APPLY ACTIVE AND REFLECTIVE LISTENING. ASK THE RIGHT QUESTIONS. APPLY THE 7Cs OF COMMUNICATION

E.G:

1. SAY “YES” TO ACKNOWLEDGE - ACTIVE

2. RECONFIRM WHAT THEY SAID – REFLECTIVE

#2 EMPATHY

PUT YOURSELF IN THEIR SHOES

E.G:

“I UNDERSTAND HOW FRUSTRATING THIS MUST BE”

#3 OFFER SOLUTIONS

THAT IS WITHIN YOUR MEANS.SOLVE IT.

E.G:

“CAN WE DO THIS FOR YOU?”

#4 IMPLEMENT

EXPLAIN WHAT NEEDS TO BE DONE AND ACTUALLY TAKE ACTION, PROMPTLY!

#5 FOLLOW UP AND FOLLOW THROUGH

AFTER ACTIONS TAKEN, GO BACK TO COMPLAINANT

E.G:“THIS IS WHAT WE HAVE DONE.”

1 2 3 4 5APPLY ACTIVE AND REFLECTIVE LISTENING

PUT YOURSELF IN THEIR SHOES

OFFER SOLUTION(S)

IMPLEMENT,

TAKE ACTION!

GO BACK TO COMPLAINANT

LET’S PRACTICE!

Get into a pair and practice it.

Watch this video.Compare it to what we’ve learn and make notes.

HOW TO HANDLE

ANGRY CUSTOMERS?

THE SOCIAL MEDIA

Imagine that you are the CEO of Fresh Farm.

HOW WOULD YOU HANDLE

THIS MILKGATE?

THE SOCIAL MEDIA

HOW TO

WINTHEM OVER?

SUMMARY

WHAT HAVE WE LEARNED SO FAR?:

WHAT MAKES EXCELLENT SERVICE HOW TO HANDLE COMPLAINTS