HANDLING COMPLAINT for cuctomer sevice a

handling complaint

1. Complaint Handling

2. The nine stars exercise Gabungkan sembilan bintang dengan syarat: Dengan menggunakan 4 garis lurus atau kurang. Tanpa mengangkat alat tulis. Tanpa mengulang jalur itu kembali

3. The Nine Stars Exercise

4. Objectives By the end of this module you will be able : Explain the nature of complaints List and describe the different types of complaints List different complainers and how to communicate with them Describe ways to resolve complaints using the LAST sequence Explain the process for documenting complaints and giving feedback Describe ways to build customer loyalty through effective complaint handling

5. Definition of Complaint

6. Why do Guests NOT RETURN ? Personal Attitude Price Other Contacts Move away Die 1% 3% 5% Merchandise 9% 14% 68%

7. Welcoming Complaints Complaint Improvement Satisfied Customer Improved Business

8. Complaints are Opportunities to… Evaluate how well you are doing Identify weak points in your systems and processes and put them right See situations from the customer’s point of view Improve customer satisfaction Create long-term loyalty

9. Different Types of Complainers

10. Types of Complainers They openly display their anger They can be intimidating They want and need to be noticed They don’t say anything; they simply don’t return They pass on the bad news to others They make up the majority of unhappy customers or guests They are full of useful ideas for change They address their problem to the business in a calm rational manner They allow an organization to see and ‘repair’ problems

11. 1 . Valid Complainers:  This group of complainers tends to always be right about something your company did or must have done wrong, be it in service delivery, product delivery, procedures or offerings. Your first approach would be to empathize with them and work on resolving their complaints as swiftly as possible, giving an accurate/estimated timeline to when this would be resolved and possibly offering some form of compensation. 

12. 2 . Pessimists:  This class of complainers usually seem like they are not interested in a solution to their complaints. They may be genuinely frustrated by a malfunction or unsatisfactory experience. The pessimism is not in their complaint, but in the approach they take in getting it resolved. They are likely to be uncooperative in complaint resolution. Your first approach would be to empathize and communicate in the clearest and polite terms. Much patience is required working with this class of customers, it would be helpful to give an accurate/estimated timeline to when this would be resolved and possibly offering some form of compensation. 

13. 3. Activists:  This category makes complains to your organization but also has a tendency to spread a negative word of mouth and even complain to a third party about their grievances, yet they are optimistic about the positive consequence of their complaints. While one can’t contain how much they share with third parties, one would have to resolve the issues as soon as possible and possibly oblige them to also communicate that the issue has been resolved upon resolution. Much care should be taken to make sure matters don’t go out of hand. Your first approach would be to empathize and work on resolving this as swiftly as possible, giving an accurate/estimated timeline to when this would be resolved and possibly offering some form of compensation. 

14. 4. Competitor complainers:  These people feel threatened by your innovation and think you may kick them out of business, therefore, flooding your communication channels with negative feedback. Please remain polite when responding to this group and be careful not to share too much information.

15. 5. Trolls:  Trolls are simply there to incite anger and use your company to get fame and publicity by trolling your brand. The trick to dealing with trolls is to remain professional, acknowledge and make them feel heard. 

16. L AST Approach to handling complaints L Listen Attentively A Apologize & Empathize S Solve the issue on hand (Solution provided) T Thank the Guest

17. Taking responsibility

18. Dealing with complaints Stay positive Respond quickly Offer personalised service Take ownership without blaming others or the organisation Follow up

19. Managing Effective Communication Clear and calm voice Speak normally Body language Calm facial expressions Eye contact Calm, friendly gestures Professional posture Concerned and interested Involve the guest Managing Effective Communication

20. Behaviors to Avoid Forceful hand gestures Entering guest’s personal space Defensive body language Raising your voice Bad language Confrontational situations

21. Solving complaints Win - Win our guests are happy and so is the Management….. ☺

22. Dealing with Specific Complaints Product & Service If quality is below standard, then rectify If standard is met, explain and offer alternatives Environment Find a solution that is acceptable for our guest If no solution, explain and apologize Team members Do not blame the associate in front of the guest Talk to associate or concerning manager in private Written Do not get upset that the guest did not speak to you directly Investigate the reasons Cooperate in finding a solution

23. Efficient Work Practice Immediate action Identify the cause Document it Follow up

24. Always Remember… If we don’t take care of our customers someone else will.

25. QUESTIONS?