a complaint is a gift
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A Complaint Is a Gift
Janelle Barlow, Ph.D.
A Complaint Is a Gift
A Complaint Is a Gift
A Complaint Is a Gift
There’s no such thing There’s no such thing as a problem-free as a problem-free relationship.relationship.
Problem resolution is Problem resolution is probably the most probably the most critical competency.critical competency.
——KPMG Ted FernandezKPMG Ted Fernandez
A Complaint Is a Gift
About the least level of problems you can expectis 12%,
…and that’s with such itemsas lamps, tires, cosmetics, blankets and sheets! Alan Andreason & Arthur Best, HBR
A Complaint Is a Gift
You must get close --intimately close -- to your customers.
In the final analysis, customers are youronly source of job
security..Price Pritchett
New Work Habits for a Radically Changing World
A Complaint Is a Gift
Something not rightSomething not rightExpectations not metExpectations not metEarly warning systemEarly warning system
ThreatThreatExpressed to you, Expressed to you,
and not the marketplaceand not the marketplace
Source of ideasSource of ideas
A Complaint Is a Gift
Chance to find out how good you Chance to find out how good you really are at customer servicereally are at customer service
At times, a challengeAt times, a challengeChance to educateChance to educate
Opportunity to tighten bondsOpportunity to tighten bondswith customerswith customers
A Complaint Is a Gift
A Complaint Is a Gift
DISSATISFACTION
WITH SERVICE IS SELDOM VISIBLE
26 of 27 dissatisfiedcustomers do not complain
A Complaint Is a Gift
A Complaint Is a Gift
How many customers do your agencies
lose?
A Complaint Is a Gift
A very common reason for losing
customers is poor handlingof complaints.
A Complaint Is a Gift
More than halfMore than halfof all efforts to respondof all efforts to respondto customer complaintsto customer complaints
reinforce negative reinforce negative reactions.reactions.
......
......
A Complaint Is a Gift
ApologyApology
RejectionRejection
““Passed on”Passed on”Making excusesMaking excuses
Customer “interview”Customer “interview”InterrogationInterrogation
A Complaint Is a Gift
A Complaint Is a Gift
How can insurance
customers return the
favor
of your effective
complaint handling?
A Complaint Is a Gift
$$$$ $$$$It costs atIt costs at
least 5 times more least 5 times more to win a new customerto win a new customer
than to keep an existing one.than to keep an existing one.
$$$$ $$$$$$
A Complaint Is a Gift
“Reducing customerdefections by as little asfive points—from say, 15% to 10% per year—
can double profits.”
Bain and Co.
A Complaint Is a Gift
“The profit made from asingle customer who has
stayed loyal for seven years is six times
more than the profit made from a new customer.”
Bain and Co.
A Complaint Is a Gift
•Lower costs to retain
• Less negative word of mouth
• Can learn from them
• Easier to satisfy
A Complaint Is a Gift
A Complaint Is a Gift
•Marketing experts
• Public relations specialists
• Sales teams
• Customer retention staff
A Complaint Is a Gift
A Complaint Is a Gift
1. Say “thank you.”1. Say “thank you.”
2. Explain why you appreciate the 2. Explain why you appreciate the complaint.complaint. 3. Apologize for the mistake.3. Apologize for the mistake. 4. Promise to do something about 4. Promise to do something about it.it. 5. Ask for necessary information.5. Ask for necessary information.
6. Correct the mistake 6. Correct the mistake – promptly.– promptly. 7. Check customer satisfaction.7. Check customer satisfaction.
8. Prevent future mistakes.8. Prevent future mistakes.
A Complaint Is a Gift
You never change things byfighting the existing reality.
To change something, build anew model that makes theexisting model obsolete. Buckminster Fuller
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