The 10 Golden Rules The 10 Golden Rules forfor

Complaint ResolutionComplaint Resolution

How to Completely How to Completely Restore Customer Restore Customer

Confidence After Any Confidence After Any Service Mishap!Service Mishap!

AgendaAgenda

Communication skills for dealing with Communication skills for dealing with unhappy customersunhappy customers

10 Golden Rules for Complaint 10 Golden Rules for Complaint ResolutionResolution

The psychology of angerThe psychology of anger

Tips, tactics, & techniques for dealing Tips, tactics, & techniques for dealing with difficult customerswith difficult customers

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

1. Give companies a second chance1. Give companies a second chance

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

2.2. Provide opportunity to correct Provide opportunity to correct problemsproblems

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

3. Complainants are 10% more likely 3. Complainants are 10% more likely to repurchase—even if problem is to repurchase—even if problem is

not resolvednot resolved

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

4. 95% of complaining customers 4. 95% of complaining customers remain loyalremain loyal

ComplaintResolvedQuickly

ComplaintResolved

ComplaintNot

resolved

No Complaint

95%

82%

70%

54%46%

19%

37%

9%

How Many of Your Unhappy CustomersWill Remain Loyal?

Source: TARP, Inc.

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

5. Most unhappy customers don’t 5. Most unhappy customers don’t complaincomplain

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

6. Increases sales6. Increases sales

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

7. Generates positive word-of-mouth 7. Generates positive word-of-mouth advertisingadvertising

55If service was outstandingIf service was outstanding

1111If expectations weren’t metIf expectations weren’t met

1717If there was a problem and that problem was If there was a problem and that problem was

immediately resolvedimmediately resolved

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

8. Decreases acquisition costs8. Decreases acquisition costs

The Bottom Line Benefit of ComplaintsThe Bottom Line Benefit of Complaints

9. Reduces problem occurrence and 9. Reduces problem occurrence and customer dissatisfactioncustomer dissatisfaction

Top 10 Customer ExpectationsTop 10 Customer Expectations

1.1. Being called back when promised.Being called back when promised.

2.2. Receiving an explanation of how a problem Receiving an explanation of how a problem happened.happened.

3.3. Knowing who to contact with a problem.Knowing who to contact with a problem.

4.4. Being contacted promptly when a problem is Being contacted promptly when a problem is resolved.resolved.

5.5. Being allowed to speak to someone in authority.Being allowed to speak to someone in authority.

Top 10 Customer ExpectationsTop 10 Customer Expectations

6.6. Being told how long it will take to resolve a problem.Being told how long it will take to resolve a problem.

7.7. Being given useful alternatives if a problem can’t be Being given useful alternatives if a problem can’t be solved.solved.

8.8. Being treated like a person, not an account number.Being treated like a person, not an account number.

9.9. Being told about ways to prevent a future problem.Being told about ways to prevent a future problem.

10.10. Being given progress reports if a problem cannot be Being given progress reports if a problem cannot be immediately resolved.immediately resolved.

CustomerCustomer

CustomerCustomer

CompanyCompany

CompanyCompanyProblemProblem

CustomerCustomer

Conveying To CustomersConveying To CustomersYou Are On The Same SideYou Are On The Same Side

Listen with the Listen with the intent to intent to understandunderstand

Avoid the tendency Avoid the tendency to interruptto interrupt

Listening With The Intent To UnderstandListening With The Intent To Understand

Builds trust and Builds trust and rapportrapport

Diffuses angerDiffuses anger

Expedites problem Expedites problem resolutionresolution

Increases satisfactionIncreases satisfaction

Increases our chances Increases our chances of retaining customersof retaining customers

Half Of All Complaining Customers Never Half Of All Complaining Customers Never Get An ApologyGet An Apology

A sincere apology can:A sincere apology can:

Create calmCreate calm

Diffuse angerDiffuse anger

Re-establish trustRe-establish trust

Expedite solution findingExpedite solution finding

““Please accept my Please accept my sincere and sincere and

unreserved apology unreserved apology for any for any

inconvenience this inconvenience this may have caused may have caused

you.”you.”

SORRY WORKS!SORRY

WORKS!

The Golden RulesThe Golden Rules

1.1. Express appreciationExpress appreciation

2.2. Show empathyShow empathy

3.3. ApologizeApologize

4.4. Have a sense of urgencyHave a sense of urgency

5.5. Ask for the necessary informationAsk for the necessary information

The Golden RulesThe Golden Rules

6.6. Assure the customerAssure the customer

7.7. Tell the customer what you’re going Tell the customer what you’re going to doto do

8.8. Solve the problemSolve the problem

9.9. Ask, “Have I resolved this to your Ask, “Have I resolved this to your satisfaction?”satisfaction?”

10.10.Investigate the problem and work Investigate the problem and work to cut it at its rootto cut it at its root

The Psychology of Anger The Psychology of Anger

1.1. Anger precludes rationalityAnger precludes rationality

2.2. Anger must be acknowledgedAnger must be acknowledged

3.3. Anger diffusion can reduce the cost Anger diffusion can reduce the cost of recoveryof recovery

4.4. The issue is not the issueThe issue is not the issue

5.5. Ventilation is crucialVentilation is crucial

Handling a Problem ThatHandling a Problem ThatWas Caused By the CustomerWas Caused By the Customer

1.1. Never tell a customer Never tell a customer they are wrong.they are wrong.

2.2. Realize you can’t win Realize you can’t win an argument with a an argument with a customer.customer.

3.3. Begin in a friendly Begin in a friendly way.way.

4.4. Get a “yes, yes” Get a “yes, yes” response.response.

7 Steps for Addressing7 Steps for AddressingUnacceptable BehaviorUnacceptable Behavior

1.1. State the facts.State the facts.

2.2. Interpret the facts, Interpret the facts, giving the benefit of giving the benefit of the doubt.the doubt.

3.3. State your feelings.State your feelings.

4.4. Validate the Validate the relationship.relationship.

7 Steps for Addressing7 Steps for AddressingUnacceptable BehaviorUnacceptable Behavior

5.5. Say, “Help me Say, “Help me understand.”understand.”

6.6. Request behavior Request behavior change.change.

7.7. Ask, “What do you Ask, “What do you think?”think?”

Saying ‘No” Without Causing ResentmentSaying ‘No” Without Causing Resentment

Understanding Understanding

SituationSituation

ActionAction

Diffusing Anger With AikidoDiffusing Anger With Aikido

An Aikodoist strategically calms An Aikodoist strategically calms down the attack.down the attack.

Aikido never meets force with force.Aikido never meets force with force.

Aikido emphasizes quick, decisive Aikido emphasizes quick, decisive movements to use the attacker’s movements to use the attacker’s force against him.force against him.

Diffusing Anger With AikidoDiffusing Anger With Aikido

Aikidoists blend with their opponent’s Aikidoists blend with their opponent’s energy.energy.

Aikido students learn to turn with Aikido students learn to turn with their opponent’s force.their opponent’s force.

In Aikido, all opponents are In Aikido, all opponents are considered “partners”.considered “partners”.

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