40. When You Are Following Up On a Custo

When You Are Following Up On a Customer Complaint : 

When You Are Following Up On a Customer Complaint By VanSight

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COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd 2 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice. VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

The Situation : 

The Situation Believe it or not, one of the biggest opportunities to show a customer how much you value him or her involves how you recover when the customer has a complaint. Of course, if you can address the customer’s complaint immediately, which is a major and critical step. What most Companies and people don’t realize is that following up On customer complaints can complete the recovery cycle, and transform a complaining customer into a customer for life. 3

Techniques Used : 

Techniques Used 4 Use Customer’s Name Offering Choices Probing Questions Thank Yous Above and Beyond the Call of Duty

Dialogue : 

Dialogue 5 In this case, the manager of a retail outlet has employees notify him of any significant complaints on the part of customers, along with any contact information the customer is willing to offer. Here’s how the manager follows up on complaints via phone calls. Manager: Mr. Jones, this is John Roberts from the ABC Emporium. You may remember about a month ago you had some concerns about [describe situation] , and I’m phoning to see how everything worked out, and if you are satisfied with the result. Have you got a minute?

Dialogue : 

Dialogue 6 Customer: Sure. What did you want to know? Manager: Well, let’s start with whether you were satisfied with the outcome? Customer: Yes and no. I’m satisfied that we got things solved, but I have to tell you that the whole process took far too much time—time I didn’t have to waste. Manager: I can understand what you are saying. Is there anything specific we could have done to shorten the time?

Dialogue : 

Dialogue 7 Customer: [offers some suggestions] Manager: Thank you for the ideas. I’m going to pass those on to the District Manager. Here’s something I can suggest to you right now though. If you ever come across a similar situation, please feel free to contact me directly at - or in person. I hope this doesn’t happen again, but if it does, I can make sure it’s settled much more quickly in the future. Customer: Well, thank you. You know, it’s pretty rare to get this kind of personal contact from anyone these days. I’m impressed.

Explanations : 

Explanations 8 The Techniques used here are fairly straightforward. First, we have the basic courtesy ones; using the customer’s Name, and Thank Yous. In addition, you can see that the manager asks permission (choices/empowerment) to give the customer the option of answering a few Questions or not. However, the critical component here is where the Manager goes above and beyond the call of duty by offering the customer “special” access in the event that a similar problem occurs. It reassures the customer that the phone call is sincere, and that the manager is offering something significant to help him. What really makes this kind of follow-up succeed is that the customer perceives that he is getting very personalized Service. To this end, the manager used his name, and demonstrated that he took the time to familiarize Himself with, and remember the customer and his situation. Personalized service is so rare these days that customers Who receive it can become very loyal indeed.

How to Diffuse the Situation : 

How to Diffuse the Situation 9 When following up on a complaint, it’s absolutely essential that the person following up take the time to familiarize Himself with the customer’s situation, and prove to the customer that he has put in the time to do so. That’s Where the power of the follow-up lies. While this example focuses on a manager following up, non-management employees should be encouraged To do this. It’s a low cost way of demonstrating to customers that they are important.

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