Dealing with problems and complaints

Some Complaint strategiesListen carefully to the details of the problem to replace the first order... Complaint strategies reviewOk, so none of us actually like to listen to complaints

Dealing with customer complaints!

Lecturer: Nguyen Ngoc

At the end of the lesson, you will be able to

deliver benefits to the organization

A bad shopping experience

problem?

I had a problem with one of your products

When I told the saleperson about it,

What are some consequences of

poor handling with customer

complaints?

Lose customer loyalty

to their friends and family >> lose more customers

Developing an action checklist

Dos and don’ts

Some Complaint strategies

Listen carefully to the details of the

problem

to replace the first order

Complaint strategies review

Ok, so none of us actually like to listen to complaints However, complaints are a way to learn how to i your

business

Complaint strategies review

Ok, so none of us actually like to listen to complaints However, complaints are a

way to learn how to improve your

business

Complaint strategies review

 Customers want to be heard and understood

Complaint strategies review

understood

Complaint strategies review

- for the inconvenience

Complaint strategies review

Complaint strategies review

1. Keep calm, be and provide

assurance (that you are willing to help; that the problem will not recur)

Keep calm, be polite and provide

assurance (that you are willing to help; that the problem will not recur

Sy : show that you

understand the problem Show that you have heard their complaint

Complaint strategies review

the problem Show that you have heard their complaint

Complaint strategies review

1. Take : pass the complaint

on to someone else or deal with it

yourself

Complaint strategies review

someone else or deal with it yourself