Objectives To discover how handling complaints and customer service are related. To examine how to handle difficult customers. To show the benefits of handling complaints correctly. To analyze the handling complaints cycle. To discuss the business advantages of proper customer service.

Main Menu Introduction Handling Complaints Cycle Difficult Customers

Introduction

Customer Service Is the involvement and enhancements a business undertakes to satisfy customers Is an assistance program performed by specific people to aid in directing customer needs

Customer Service Includes the following: recognizing the value of customers making products easy to purchase giving the customer a reason to purchase again staying in constant communication with customers making the customer feel important and appreciated establishing an efficient order and delivery system

Handling Complaints Is important in keeping customers happy on average, if one person complains they tell five to six people, then those people tell another five to six, and so on one complaint will be known by an average of 67 people

Handling Complaints Can occur in a variety of environments such as: over the phone at a retail store over the Internet (through chat or e-mail) informally with the customer Example: A car salesman might run into an unhappy customer shopping at a grocery store

Handling Complaints Can be accomplished in a variety of ways such as: following a specified set of rules such as an employee handbook using a case-by-case basis through written scripted responses

Handling Complaints Can make every customer a satisfied customer Involves listening to the customer Also involves analyzing the problem Includes solving customer problems

Handling Complaints Can save a business money by keeping a customer rather than recruiting a new customer it can cost up to six times more to recruit a new customer than to keep an existing customer

Handling Complaints Is one of the most important parts of customer service Can be used in a number of ways to help a business expand, grow and think of new ideas Can be managed by following the handling complaints cycle

Handling Complaints Cycle

Handling Complaints Cycle 2. Confirm the complaint 3. Analyze the complaint 4. Solve the complaint 5. Ask the customer if the solution is satisfactory 1. Listen to the customer

Listening to the Customer Is the first step in the Handling Complaints Cycle Involves letting the customer speak without interrupting him or her Also involves writing down notes for record keeping notes can be used to track customer complaints they can also be used to track individual customer problems

Confirming the Complaint Is the second step in the cycle Involves ensuring the customer service representative understands the problem Often involves rephrasing or rewording the customer’s problem what I hear you saying is… so you are saying you are mad… you think the problem seems to be…

Analyze the Complaint Is the third step in the cycle Involves asking “drill down” questions to get to the specific problem drill down questions include questions and phrases such as the following: tell me more what happened next? anything else?

Solve the Complaint Is the fourth step in the cycle Involves attempting to find a viable solution for the customer’s complaint May involve exchanging the product for a different product or giving the customer a coupon or their money back

Ask the Customer if the Solution is Satisfactory Is the fifth step in the cycle Includes asking the customer if they are satisfied with the solution presented in the fourth step Also includes asking the customer if there are any additional problems if the customer has additional problems, the cycle begins again

Difficult Customers

Handling Difficult Customers Can be challenging for customer service representatives Requires customer service representatives to focus on the problem, not the negative attitude or possibly profane language of the customer Involves remaining calm under pressure difficult customers can be extremely stressful, so relaxation techniques such as deep breaths and counting to five can help

Empathy Is the act of understanding and vicariously experiencing another’s situation Can be used to deal with difficult customers

Handling Difficult Customers Is best handled by determining exactly how angry the customer is with the product or service relative to other customers on a scale from 1-10 “10” would be absolutely irate such an angry customer may not be able to be handled follow the handling complaints cycle, but understand some customers may be unable to be pleased

Handling Difficult Customers “5” would be an average angry customer who can be pleased with careful questioning, consoling and a proper solution proper use of the handling complaints cycle can usually turn this angry customer into a satisfied customer “1” would be an easy going customer who would like to bring a point to the company’s attention in a calm and pleasant way this type of customer just wants their ideas to be heard usually listening is all that is necessary

Handling Complaints Usually the real number of complaints regarding a product or service is always higher than the number reported most people do not verbalize their complaints in fact, a recent study reported 96 percent of complaints went untold complaints take time complaints take effort

Handling Complaints Can be used to look for ways to improve a business Can be used to look for opportunities for new businesses Can be used to strategically look for strengths and weaknesses of a business

Tips for Handling Complaints Keep your temper down Be polite and respectful Exceed the customer’s expectations Listen with an intent to resolve the complaint 

Handling Complaints Conclusion Customer service is the involvement and enhancements a business undertakes to please customers The handling complaints cycle involves the following steps: listening to the customer, confirming the complaint, analyzing the complaint, solving the complaint and asking the customer if the solution is satisfactory Handling complaints correctly can save a business money

Types of Difficult Customers Disagreeable Domineering/Superior Suspicious Slow/Methodical Dishonest

Types of Disagreeable Argumentative Complaining Irritable/Moody Insulting Impatient Leave-me-alone Attitude

Types of Suspicious Skeptical Look for tricks or evasions Ask questions that seem silly Defensive Insecure May not communicate

Types of Domineering/Superior Haughty; Overbearing Have all the answers Opinionated Very talkative Pushy Always right Know what they want

Types of Slow/Methodical Customers Silent Shy, Insecure, Sensitive Reluctant to Ask Questions Reluctant to accept help Appear Indifferent Indecisive Hesitate to make buying decisions Lack confidence in self and judgment Make excuses for not buying now Unfamiliar with today’s prices Change mind often Easily confused Show doubt through body language Fear making wrong choices Have relative or friend help to shop

Types of Dishonest Who intentionally attempt to avoid paying for part or all of the cost of a product or service May Not pay for merchandise (steal) Purchase items, use them, and return them for a refund Switch or alter the price of an item Damage merchandise and then ask for discounts

Guidelines for dealing with Disagreeable They are often surprised and calmed by salespeople who are composed, courteous, and efficient Serve promptly Give special attention Listen carefully Don’t argue or interrupt Agree when possible Be patient and understanding Empathy Do not act offended Remain positive and pleasant Be sincere and respectful Base your presentation on points of agreement Use the “yes, but” method Do not press for a decision

Guidelines for Dealing with Domineering Let clients do the talking Listen respectfully and attentively Do not be offended or intimidated Keep customers’ attention centered on merchandise or service Ask their advice Consult them on details Compliment and praise them Provide contact information Be brief

Guidelines for dealing with Suspicious Customers Be conservative Stick with facts Be frank (honest) and patient Don’t push or high pressure Guide and lead Never argue Admit limitations of service or product Explain guarantees, features and benefits Be prepared to demonstrate and redemonstrate Be honest and sincere in answering even the most trivial questions Question tactfully to determine why the client is suspicious

Guidelines in dealing with Slow/Methodical Customers Be patient Do not show too many items Narrow choices quickly by removing items in which the customers do not appear interested Get them to agree to key selling points Draw out information by asking questions that require more than just yes/no Demonstrate products carefully Help them feel comfortable Emphasize choice to which client keeps returning Summarize the benefits Guide them to close

Guidelines in dealing with Dishonest Customers Watch for signs dishonesty Observe closely Avoid confrontation Remain calm Know whom and when to call for assistance