1. 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)

2. 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

3. Solving Customer Problems
11/13/2018
Solving Customer Problems
When writing service-related to customers, remember to
Restate the customer’s question in the opening paragraph of the
Use headings to organize the
Make the 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)

4. 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)

5. 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

6. 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)

7. 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

8. 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)

9. 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

10. 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