2. 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.

3. Main Menu
Introduction
Handling Complaints Cycle
Difficult Customers

4. Introduction

5. 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

6. 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

7. 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

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

9. 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

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

11. 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

12. 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

13. Handling Complaints Cycle

14. 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

15. 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

16. 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…

17. 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?

18. 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

19. 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

20. Difficult Customers

21. 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

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

23. 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

24. 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

25. 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

26. 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

27. 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 

28. 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

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

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

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

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

33. 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

34. 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

35. 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

36. 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

37. 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

38. 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

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