Service excellence - Handling Complaint

• 1. Sekilas Faztrackwww.GoFaztrack.com

2. Sekilas Faztrackwww.GoFaztrack.com 3. With:Muhammad Ismal Zeva International Certified Master Practitioner of Time Line Therapy International Certified Master Practitioner of NLP International Certified Master of Hypnotherapist International Certified Master of Coach 4. Objectives Explain the nature of complaintsList and describe the different types of complaintsList different complainers and how to communicate with themDescribe ways to resolve complaints using the LAST sequenceExplain the process for documenting complaints and giving feedbackDescribe ways to build customer loyalty through effective complaint handlingwww.GoFaztrack.com 5. Definition of Complaintwww.GoFaztrack.com 6. Why do Guests not return? Personal Attitude68%Merchandise14%9%Price Other Contacts Move away Die5% 3% 1% 7. Welcoming ComplaintsComplaintImprovementImproved BusinessSatisfied Customer 8. Kenapa Orang Melakukan Complain ? Merasa tidak puas Merasa urusan dipersulit Merasa .. Merasa .. Merasa ..www.GoFaztrack.com 9. Complain = Emotional Complain Logicalwww.GoFaztrack.com 10. Perasaan apa yang muncul saat Anda complain ? ........................ ........................ ........................ ........................www.GoFaztrack.com 11. Psikologi Orang Complain Api jangan di lawan api Kontrol Emosiwww.GoFaztrack.com 12. Different Types of Complainerswww.GoFaztrack.com 13. Types of Complainers They dont say They openly anything; they display their simply dont return anger They pass on the They can be bad news to others intimidating They make up the They want and majority of need to be unhappy customers noticed or guests They are full of useful ideas for change They address their problem to the business in a calm rational manner They allow an organization to see and repair problems 14. 1. There is no failure only feedback2. Behind every behavior there is a positive intention 3. The person with the most flexibility controls the system 4. There is a solution to every problemwww.GoFaztrack.com 15. Complaints are Opportunities to Evaluate how well you are doingCreate long-term loyaltyImprove customer satisfactionIdentify weak points in your systems and processes and put them rightSee situations from the customers point of view 16. 1. Control mood2. Change Perception 3. Ability handling complain means ability to handling obstacle is your life 4. Handling professionall, but dont take personallywww.GoFaztrack.com 17. P E R C E P T I O N www.GoFaztrack.com 18. Imagination and Reality Imagination vs Reality Unconscious mind tidak bisa membedakan antara khayalan dengan kenyataan. Imajinasi dan realitas melalui jalur neurologis yang sama dalam otak Menciptakan jalur neurologis melalui imajinasi, akan mempermudah manusia menangani dunia luar www.GoFaztrack.com 19. Our Reaction is Based on...Manusia tidak bereaksi secara langsung pada dunia luar, namun bereaksi terhadap realitas internalnya (peta mental)www.GoFaztrack.com 20. LAST Approach to handling complaints LASTListen AttentivelyApologize & Empathize Solve the issue on hand (Solution provided) Thank the Guest 21. Activity Act out in your previous groups any one of the complaints that you mentioned Using the LAST Sequence of handling complaintswww.GoFaztrack.com 22. Taking responsibility 23. Dealing with complaintsStay positiveRespond quicklyOffer personalised serviceTake ownership without blaming others or the organisationwww.GoFaztrack.comFollow up 24. Managing Effective Communication Clear and calm voiceSpeak normallyManaging Effective CommunicationBody languageEye contact Calm facial expressions Calm, friendly gestures Professional posture Concerned and interestedInvolve the guestwww.GoFaztrack.com 25. Behaviors to Avoid Confrontational situations Forceful hand gestures Entering guests personal space Defensive body language Raising your voice Bad language 26. Solving complaintsWin - Win our guests are happy and so is the Management.. www.GoFaztrack.com 27. Dealing with Specific Complaints Product & ServiceEnvironmentTeam membersWrittenIf quality is below standard, then rectifyFind a solution that is acceptable for our guestDo not blame the associate in front of the guestDo not get upset that the guest did not speak to you directlyIf standard is met, explain and offer alternativesIf no solution, explain and apologizeTalk to associate or concerning manager in privateInvestigate the reasonsCooperate in finding a solutionwww.GoFaztrack.com 28. Efficient Work PracticeImmediate actionIdentify the causeFollow upwww.GoFaztrack.comDocument it 29. Always RememberIf we dont take care of our customers someone else will. www.GoFaztrack.com