1. Handle Complaints

2. By the end of the Power Hour you will be able to:
Describe why people complain, and what they want when they complain
Use a 7-step approach to handling complaints to bring about a positive result
Suggest practical things that you can do to follow-up complaints and make sure that they don’t escalate

3. Disappointed with the product/ service
Why People Complain
Sources of Complaint
Disappointed with the product/ service
Bad attitude
Passing the buck
Blaming the customer
Broken promises

4. Triggers and Escalators
Triggers tend to be factual things that cannot be denied. A product didn’t work, a service engineer did not honour their appointment and so on. They are often outside of our direct control.
Escalators tend to be emotional things that relate to attitude and behaviour, and how the customer feels they are being treated. They are usually completely within out direct control

5. What Customers Want

6. A 7-Step Approach Listen Apologise Summarise Ask Reassure
Take Ownership
Keep Talking

7. Quick Wins for Handling Complaints
Smile. A genuine smile. Nothing helps people to connect people more quickly or more easily.
Establish eye contact. Looking at someone one shows the customer that they have your full attention.
Don’t invade personal space or touch someone suddenly. It can feel uncomfortable, and remember, different cultures have different standards.
Make time to deal with the customer. Give them your undivided attention. Move to a more private area if it is appropriate and possible.
Empathise. Showing you care doesn’t mean you agree, just that you understand the other point of view.
Match body language and speech. People prefer to deal with people they trust - so the more someone can relax with you, the more likely they are to work with you.

8. Quick Wins for Handling Complaints
Deal with the person, before you attempt to deal with the problem. Let the customer ‘blow off steam’, before you try to solve the problem.
Make the other person feel important. We all need to feel valued, and this is key to getting people on your side.
Be positive. Focus on what you CAN do, rather than what you can’t do. If you can’t authorise a refund, saying this will not help the customer. Saying that you can speak to your supervisor about authorising a refund is much more positive.
Never blame the process. The customer doesn’t care about your system, process or procedure. Never blame poor service on the process – it will only make matters worse.

9. Follow-Through Never fob the customer off with excuses.
Be realistic about what can be achieved and when.
Under promise and over deliver.
Focus on what you can do personally.
Make specific requests of your colleagues when investigating matters, and give them timescales
Chase up requests, and keep asking questions until you get a response that is helpful
Don’t make assumptions about what is/is not possible.
Focus on resolving the problem.
Maintain regular contact with the customer.

10. What are you going to DO as a result of this Power Hour Session?
Make it Work at Work
What are you going to DO as a result of this Power Hour Session?