CASE PRESENTATION ON THANK HEAVEN FOR

COMPLAINERS

PRESENTED BY- MAYANK SHARMA UTKARSH SHIKHAR

THANK HEAVEN FOR COMPLAINERS Companies would be better the dignity

served by viewing customer complaints as a source of strategic opportunities.

Complainers ought to be treated with dignity and respect.

CUSTOMER SATISFACTION Customer satisfaction is linked not only to

fault free service, but also to what transpireswhen something does go wrong.

First law of quality might be: “do it right the first time” - but service failure does occur

HANDLING CUSTOMER DISSATISFACTION

CAPTURING COMPLAINTS

Complaints may be made through:

the service provider’s own employees intermediary organisations acting on behalf

of the original supplier managers who normally work backstage but

are contacted by a customer seeking higher authority suggestions or complaint cards mailed or

placed in a special box complaints to third parties

COMPLAINING BEHAVIOUR IN SOUTH-EAST ASIA

Asian consumers may be less willing to send written complaints than others

Asian consumers are less likely to complain about poor service

Service failures are more likely to be tolerated

Individuals may restrain their own self interest if it would disturb others

STANDARDS FOR COMPLAINT HANDLING

“ The overriding aim of any complaintshandling process is to turndissatisfied consumers into satisfiedconsumers. This is best done byspeedy and effective remedies at thefirst point of contact.”

DO YOU KNOW WHY THEY LEAVE?

1% die.

3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied withproduct or service.

68% leave because of rude ordiscourteous service.

COST OF LOOSING CUSTOMERS

Loss of future business

Incurring extra cost in finding new customers

Loss of reputation

Loss of current business relationship & revenues

COMPETENCIES REQUIRED FOR HEALTHY RETENTION OF CUSTOMERS Communication.

Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Motivation to serve. Initiative. Integrity.

COMPETENCIES……..

Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/

Sales. Planning. Resilience. Situation Analysis. Work Standards.

MEASURING LOYALTY ISSUE

Customers’ willingness to recommend your business to others is the best indicator of loyalty

Negative word of mouth spreads far more easily then positive

One bad experience can turn the table. Relationship building determines it.

Extremelyunlikely

Promoters Passive

10 9 8 7 6 5 4 3 2 1

Extremely likely Neutral

0

Detractors

THE CUSTOMER WANTS YOU TO

8 . . . Invite me back.

8 . . . Listen to me.

8 . . . Value me.

8 . . . Greet me.

8 . . . Help me.