Handling Customer Complaints for the company policy

Handling Customer Complaints for the hospital customers internal and external for every year development and compliancy, company strategy, and its goal rating the business

1. Alami Specialist Hospital

2. Alami Specialist Hospital: Organized and Present by Abdirashid Omar

Handling Customer Complaints

3. Topic OutlineTopic Outline
•What is Customer? And why complain?
•Why do customers complain?
•Type of difficult customer.
•Why are they difficult?
•Common reasons for being difficult.
•How do I deal with difficult customers?
•Steps for Handling customer complaints.
•Five points about your attitude.
•Why patients leave/Summary
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

4. What is Customer complaint?
Customer complaints are pieces of
feedback that point out problems with
your company's product or services.
These are opportunities for your business
to improve its internal processes and
create a better customer experience.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

5. Why do customers complain?
1.To release their anger
2.To help improve the service.
3.Because of concern for others who also use the
service…………………(Share Rooms)
4.They think it is not worth the time or effort.
(Longtime)
5.They further think that no one would be concerned
about the problem or solve it.
6.They do not know where to go or what to do.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

6. Cont…..
7.Wrong information.
8.Poor customer service attitude.
9.Overpricing.
10.Lack of adequate information.
11.Delays….(Lap test or OT Procedures)
12.Unresponsiveness of service
providers.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

7. The customer is not always right but?…
The customer is always the customer, and this means
simply that solving the problem is often more
important than who is right.
If you can solve their problem without blaming
yourself or others.
You will reduce stress.
Everyone will feel better and
You will be on your way to attaining customer
satisfaction.
Alami Specialist Hospital :Organized and Presented by Abdirashid Omar

8. The Customer’s Needs When they complain.
•Needs relating to the complaint.
To have their concern dealt with quickly, fairly
and properly.
To be given what they have been denied and
perhaps an apology.
To have action taken to rectify a problem or
address a concern-a result process change.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

9. Needs as individuals.
To be Heard.
To be understood.
To be respected.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

10. Type of difficult customer.
1.Angry customer.
2.Nasty Customer. (bad customer)
3.Demanding customer.
4.Critical customer.
5.Non-stop talker customer.
6.Indecisive customer. (No decision at all)
7.Argumentative customer.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

11. Why are they difficult?
They are often expressing a need but chose
and appropriate and impolite way to
communicate this need.
They are difficult for their own reasons not
because of you.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

12. Common reasons for being difficult.
Tired of frustrated.
Confused or overwhelmed.
Defending their ego( Unconscious psychological processes that
help an individual cope with anxiety resulting from a stressful internal or
external environment.)
Unfamiliar with situation.
Feel ignored.
Under influence of drink or drugs.
Don’t understand.
In bad mood.
In a hurry .
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

13. How do I deal with difficult customers?
Approach them professionally and not personally.
Taking things personally can damage your professional
reputation.
Listen for the signals that you are taking things
personally.
Check your customer service attitude.
Attitude is the key to success.
Attitude is your mental position on facts-or more
simply, they you view things.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

14. Steps for Handling customer complaints
1.Listen.
2.Repeat.
3.Apologise.
4.Acknowledge.
5.Explain action.
6.Thank.
7.Follow up.
8.Remember no to take it personally.
9.Remain calm.
10.Focus on the problem and not person.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

15. Steps for Handling customer complaints
11.Turn unhappy people into happy customers.
12.Address customers by name
13.All communication should be in the first person.
14.Use “I am sorry” not “we
15.Don’t make excuse or blame others in your organization.
16.Give the customer your full attention and establish eye
contact.
17.Paraphrase their complain in your own words to
determine whether you have correctly understood the
situation.
18.If you don’t know the answer to their problem, don’t lie.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

16. Steps for Handling customer complaints
19.Call back when you say you will, even if for
some reason, you haven’t been to obtain a
satisfactory answer by then.
20.Make the customer part of the solution, not part
of the problem.
21.Don’t be defensive.
22.Don’t tale criticisms personally.
23.Offer an apology even if the disservice is not
your fault.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

17. Steps for Handling customer complaints
24.Show empathy by using such phrases as “I can
understand how you feel” I appreciate what
you’re saying.”
25.Tell them what you can do, not what you can’t
do.
26.Find out what will take to turn their
dissatisfaction into satisfaction.
27. Remember you can never win an argument with
a customer.
Alami Specialist Hospital : Organized and Presented by Abdirashid Omar

18. Five points about your attitude.
1.Your attitude towards customers influences your
behavior. You cannot always camouflage how you
feel.
2.Your attitude determines the level of job
satisfaction.
3.Your attitude affects everyone who comes in
contact with you.
4.Tone and body language reflect your attitude.
5.Your attitude is not fixed. the attitude you choose
to display is up to you.
Alami Specialist Hospital : Organized and Presented by Abdirashid Omar

19. Why patients leave
•Attitude of people representing the business
(68%)
•Dissatisfaction with the service (14%)
•Referred to another doctor (2 %)
•Attracted to another competitor (9 %)
•Relocation (1%)
•Other reasons (6 %)
•Source: University of Cambridge

20. Summary
Be positive.
Take things professionally and not
personally.
Aim for customer satisfaction, not just
service.
Solve the problems without blaming
yourself or others.
Remember attitude are caught not taught.
Alami Specialist Hospital: Organized and Presented by Abdirashid Omar

21. Thank you for your
Good Listening
Thank you !!
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Alami Specialist Hospital: Organized and Presented by Abdirashid Omar