Process Customer Complaints
Presentation
•
Professional Development
•
Professional Development
•
Easy
Barney Sinclair
Used 20+ times
FREE Resource
8 Slides • 5 Questions
1
Process Customer Complaints
2
Open Ended
Why do customers make complaints?
3
Why do customers make complaints?
Faulty products
Poor service
Poor communication
Unprofessional employees/staff
Dirty/poor facilities
Health and safety issues
4
Open Ended
What are two methods customers might use to make complaints?
5
What are two methods customers might use to make complaints?
Informal complaint either face-to-face or over the phone
Formal complaint demanding a resolution
E.g. a refund or replacement product
6
Open Ended
How can you turn a complaint into a positive experience?
7
How can you turn a complaint into a positive experience?
Acknowledge the complaint
Stay calm
Apologise
Remain positive and polite
Listen to the customer
Offer solutions and options
Document and record details
8
Open Ended
What do you think are effective communication techniques when dealing with customer complaints?
9
10
What do you think are effective communication techniques when dealing with customer complaints?
Stay calm
Listen & Empathize
Acknowledge the Problem
Get the Facts
Offer a Solution
Thank Them
11
12
Multiple Select
What should you do if a person becomes aggressive or difficult to handle while making a complaint?
Laugh at them
Speak to the police
Get support from a colleague
Cry
Get support from a supervisor or manager
13
What should you do if a person becomes aggressive or difficult to handle while making a complaint?
Seek the support of:
A colleague or
A manager/supervisor
Or other authority (like the police) if you are threatened
Process Customer Complaints
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