Chapter 5 Resolving Customer Problems and Complaints 11/13/2018 Chapter 5 Resolving Customer Problems and Complaints Objectives Describe the activities involved in proactive problem solving List reasons that customers complain and describe the process for handling those complaints Discuss approaches to use when handling angry customers Chapter 5 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

Solving Customer Problems Use Proactive Problem Solving and Customer Self-Service (CSS) to exceed customers’ expectations by anticipating and solving problems before they occur. Example: At the time of sale, educate and inform buyers about extra costs and possible delays. CSS empowers customers to go to a company’s website and readily find information, view a bill, analyze service usage, compare rate plans, order new products and services. Chapter 5 The World of Customer Service, 2e Odgers

Solving Customer Problems 11/13/2018 Solving Customer Problems When writing service-related email to customers, remember to Restate the customer’s question in the opening paragraph of the email Use headings to organize the email Make the email brief by linking to detailed information online Use consistent formatting to indicate procedures or instructions Write for easy reading and comprehension Chapter 5 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

First-Call Resolution (FRC) 11/13/2018 First-Call Resolution (FRC) FCRs are calls that CSRs resolve on that first call by the customer. FCRs positively affect a company’s bottom line because nearly 80% of the time and cost of providing customer service is spent on service resolution. Chapter 5 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

The World of Customer Service, 2e Odgers The Quiet Customer Categories of the Quiet Customer The Satisfied Client The Accumulator The Thinker The Runner The Busy Bee Chapter 5 The World of Customer Service, 2e Odgers

Resolving Customer Complaints 11/13/2018 Resolving Customer Complaints The overriding reason customers complain is because their expectations for the product or service have not been met. Why customers complain: Poor service or product quality Lower prices elsewhere CSRs lack of knowledge Company policies that create bureaucracy CSRs inability to solve problems Inflexible service Slow responses Chapter 5 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

Steps in the Complaint–Handling Process Screen and log in information Listen Empathize Solicit feedback Apologize Deliver bad news positively Take ownership and formulate a solution Communicate a solution Follow up Chapter 5 The World of Customer Service, 2e Odgers

Problem-Solving Process (Five Steps) 11/13/2018 Problem-Solving Process (Five Steps) Identify the problem Analyze the problem Identify decision criteria Develop multiple solutions Choose the optimal solution Chapter 5 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

Dealing with Unruly Customers Why customers get angry: The customer didn’t get what was promised or what was expected. Someone was rude to the customer. Someone was indifferent to the customer. No one listened to the customer. Chapter 5 The World of Customer Service, 2e Odgers

Customer Emotions and Service Recovery When customers are dissatisfied, they become difficult, frustrated, and quick to anger. A genuine apology is an excellent first step to diffuse customer anger. Know the difference between trigger phrases and calming phrases when dealing with customer emotions. Service recovery examples: cash refunds, credits, discounts, and apologies. Chapter 5 The World of Customer Service, 2e Odgers