1. Consumer Complaints

2. THINK FOR A MINUTE… In the past year, have you formally complained to a company about a product or service?? If so, what was your reason for complaining? Lastly, was the issue resolved?

3. Definition and Cause Consumer Complaint – An expression of dissatisfaction on a consumer’s behalf to a responsible party Often caused by:  Lack of quality for the product or service  Poor customer service  Tardiness on behalf of the company  False advertising

4. 7 STEPS FOR RESOLVING CONSUMER COMPLAINTS 1. Listen intently to the consumer’s complaint 2. Thank the consumer for bringing the complaint to your attention 3. Apologize for the inconvenience 4. Seek the best solution 5. Reach an agreement with the consumer 6. Take quick action – SENSE OF URGENCY 7. Follow up with the consumer

5. 1. Listen Intently To The Consumer’s Complaint Listen to the consumer’s complaint in its entirety DO NOT TO CUT THEM OFF! Consumers need to feel as though they have been full heard, understood, and cared for

6. 2. Thank The Consumer For Bringing the Complaint To Your Attention Thanking the consumer for bringing the complaint to your attention lets them know that you are genuinely concerned for them and want to help Manners never hurt anyone Develop a caring environment

7. 3. Apologize for the inconvenience Rather than an excuse or other justification, customers enjoy a sincere apology for the way your company, product, or service has inconvenienced them Also, assure them that the problem will be fixed in a timely manner

8. 4. Seek the Best Solution It is easiest to seek the best solution when you and the customer work together That being said, ask them directly what they would like to have done to remedy the situation If their request cannot be met due to company policy or other reasons, you must offer the next best thing

9. 5. Reach an Agreement with the Consumer As an employee, your aim should be to settle on the agreement that best meets the customer’s request This cannot ALWAYS be done for various reasons – however, you do not want to lose the customer as potential repeat business Be VERY lenient during negotiations

10. 6. Take Quick Action The most important factor when dealing with a consumer complaint is having a SENSE OF URGENCY A consumer who has a complaint would hate to wait all day for a resolution, so make them feel important Work quickly and effectively to resolve the problem

11. 7. Follow Up with the Consumer After all action has been taken and the problem has been solved, the consumer needs to feel accounted for – follow up! Ask if everything was handled to their liking, are they completely satisfied, and is there anything more you can do A company that legitimately cares for its consumers will always have repeat business

12. METHODS OF CONSUMER COMPLAINTS In person (most common and effective) Phone E-Mail or Letter Online/Company Website What are the pro’s and con’s of each method?

13. Consumer Complaints Activity Apply the 7 steps of Consumer Complaints to a real- life event that you encountered