complaint handling 101
TRANSCRIPT
Complaint handling 101
A complaint is a gift
• You have a chance to solve the customer’s problem
• You may build trust • You learn something about your
product or services
Complaints are everybody’s
concerncustomer Service
R&Dwarehouse
FinanceMarketing
Product Management
- not just customer service’s.
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Make it easy to complain
• be available at customer-friendly times
• publish phone number and email address
• no forms to fill in • no interrogation
Do not disturb!
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Be fastMost customers expect a fast answer • phone: call back within 1 hour • email: maximum 1 day
(trend: 1-4 hours)
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Listen carefully
„Most people do not listen with the intend to understand, they listen with the intend to reply.“ Stephen Covey
- pay attention to the customer.
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Say „Thank you“
and „I am sorry.“
and show that you value the customer and the complaint.
Don’t bother finding out whom to blame.
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Understand the customer’s
expectations
Else you won’t be able to find a solution, which is acceptable for both sides.
Find a solutionThe most important needs of a complaining customer are: • justice • get control of his situation • regain self-esteem
Pay attention to this when you look for a solution.
Learn about• the limitations of your product • the expectations of your
customers • how they use your product • what you can improve