managing customer complaints

Views:
 
     
 

Presentation Description

No description available.

Comments

By: odj2james (113 month(s) ago)

I would like to request this materials for my research work. Pls send to my email: [email protected]

By: sal36 (119 month(s) ago)

Hi, please would you share this preesentation. It's great. I have an interview on Mon for CS ops manager job. Thanks sal

By: eparrie (127 month(s) ago)

Your presentation is awesome! can you share it to me so I can share it also into our unit? thank you!

By: zainalmn (127 month(s) ago)

I would like to request this material for my class reference. Thanks

Presentation Transcript

MANAGING CUSTOMER COMPLAINTS : 

MANAGING CUSTOMER COMPLAINTS

FINDINGS ABOUT CUSTOMER COMPLAINTS : 

FINDINGS ABOUT CUSTOMER COMPLAINTS The average customer with an unresolved complaint will tell nine to 10 people; 13 percent tell more than 20 people Up to 70 percent of complainers will return to your business if the complaint is resolved. Up to 95 percent return if the problem is resolved quickly For every complaint received, the average company has 26 unhappy customers it never hears from; six of these customers have problems that are considered serious.

CONSIDER THIS : 

CONSIDER THIS For every customer who complains, 26 remain silent. Five complaints a week means there are 130 dissatisfied, disgruntled ex-customers out there that you never hear from.  Silence from customers is NOT a good thing. It's the quiet clients who leave. They're the ones who don't make a fuss about problems - they let their complaints build up to the point that they think it's easier to leave than attempt to fix all that's wrong.  ‘Accumulation of silences’ comes from all the times that a client experiences a problem and chooses not to say anything about it. Silences build up, anyone who asks an innocent question like 'How's it going?' is likely to unleash a floodgate of complaints that no one can fix because the situation's gone too far. Complaints come from customers who are trying to help you with your business.

CUSTOMERS REFRAIN FROM COMPLAINING BECAUSE : : 

CUSTOMERS REFRAIN FROM COMPLAINING BECAUSE : They simply dread confrontation and avoid it whenever possible They are procrastinators, who allow problems to accumulate until they become angry and decide to do something about it. They believe that this is an ongoing problem, that you have received many complaints about it and have done nothing, so what's the use?  They are busy people and thus seek the easy way out: another vendor

CUSTOMER COMPLAINTS – A GOLDMINE : 

CUSTOMER COMPLAINTS – A GOLDMINE An opportunity to correct immediate problems Provide constructive ideas for improving products, adapting marketing practices, upgrading services A good recovery can turn angry, frustrated customers into loyal ones Shifts the emphasis from the cost of pleasing a customer to the value of doing so Being properly prepared for dealing with customer complaints will help you use them to your advantage overall

WHY HANDLE CUSTOMER COMPLAINTS ? : 

WHY HANDLE CUSTOMER COMPLAINTS ? Customers give businesses an opportunity to correct problems Customers who complain about products and services continue to frequent the businesses and buy the products they complain about if they believe the complaint was resolved fairly Negative word-of-mouth publicity from dissatisfied consumers means lost future business Complaints and complaint trends tell business how to do its job better by alerting management to problems that need prompt attention and correction They indicate long-range opportunities for product innovation and problem prevention

DEALING WITH CUSTOMER COMPLAINTS : 

DEALING WITH CUSTOMER COMPLAINTS Listen to the Customer Let Them Know You Understand Clarify What the Exact Problem Is Ask Questions for Inputs Apologize for the Trouble Paint Your Company in a Positive Light Don't have a bad attitude towards the customers. Customers aren't impressed with grumpy staff who do not care about complaints

METHODS FOR HANDLING CUSTOMER COMPLAINTS : 

METHODS FOR HANDLING CUSTOMER COMPLAINTS Ask How to Make Things Right Believe the customer The Customer is Always Right…Once Let Them Know you Understand Respond ASAP Thank Them

USEFUL TIPS : 

USEFUL TIPS Make them a priority : Complaints are so important to your business that customers should be encouraged to complain Plan for Them: Anticipate what's coming, and be ready when it does Be professional: Regard the problem as "ours" instead of "yours," and that will, or should, guide your conversation Take responsibility Assure the complaining customer that the "buck stops here" Offer a solution: Make the customer a partner in this process Fix What's Wrong: Complaints can reveal important weaknesses in your procedures "But I don't have time for all that," you might protest. Wrong. You do have time, you're just using it for something else

MANAGEMENT’S ROLE : 

MANAGEMENT’S ROLE Demonstrate a commitment to complaints management Prepare written policies and procedures for speedy and fair complaint resolution Communicate procedures to relevant department, emphasizing the accountability of individual employees to resolve complaints courteously and fairly Regularly review and, when necessary, find ways to improve complaint-management procedures, paying particular attention to refining communication and coordination between the complaint-management and operating departments Regular follow-up of implementation of corrective actions, by various functions, on feedback and analysis of complaints Review & Revise Quality System procedures based on Customer Complaints Analysis

BASIC STEPS FOR EFFECTIVE COMPLAINT MANAGEMENT : 

BASIC STEPS FOR EFFECTIVE COMPLAINT MANAGEMENT Designate a Location to Receive Complaints Develop a System for Record-keeping Record Complaints Acknowledge Complaint Investigate and Analyze the Complaint Resolve the Problem in a Manner Consistent with Company Policy Follow-Up Prepare and File a Report on the Disposition of the Complaint, and Periodically Analyze and Summarize Complaints Initiate corrective / preventive actions to avoid recurrence

CUSTOMER COMPLAINT ANALYSIS : 

CUSTOMER COMPLAINT ANALYSIS Classify customer complaints: The nature of the complaint, along with the product or service the complaint is about, requires classification Analyze and report trends: Analyze & Report data on regular basis to identify themes or trends Take management action: Actions should remedy systemic issues. Changes should be monitored closely to ensure actions result in fewer customer complaints. Continual improvement of the process: Identify areas for improvement through regular feedback from customer & improve the system on regular basis.

CHECK LIST FOR COMPLAINT MANAGEMENT SYSTEM : 

CHECK LIST FOR COMPLAINT MANAGEMENT SYSTEM Written procedures for your complaint-management system Top management directly overseeing complaint-handling procedures Complaint system easily accessible to customers Front-line employees having clear responsibilities for resolving complaints Larger or more serious complaints being referred to designated senior managers Providing adequate training for your complaint-management staff System encouraging customer feedback System of complaint management useful for quality control and problem prevention

CHECK LIST FOR COMPLAINT MANAGEMENT SYSTEM ..contd. : 

CHECK LIST FOR COMPLAINT MANAGEMENT SYSTEM ..contd. Swiftly generates systematic information about causes of complaints and complaint trends Data meets management needs Provides for circulation to top management periodic reports of data from complaint records with suggestions for action to prevent recurring problems Coordinates complaint-management system with others in the distribution chain for your products

ISO 9001:2008 FOCUS - CUSTOMER : 

ISO 9001:2008 FOCUS - CUSTOMER Top management shall provide evidence of communicating to the organization the importance of meeting customer requirements (Section 5.1a). Top management shall ensure that customer requirements are determined and met in order to enhance customer satisfaction (Section 5.2). Inputs to management review shall include information on customer feedback (Section 5.6.2b). The organization shall determine and provide the resources needed to enhance customer satisfaction (Section 6.1b). The organization shall monitor information relating to customer perception as to whether it's met customer requirements (Section 8.2.1). Data analysis shall provide information relating to customer satisfaction (Section 8.4a).

WHAT MAKES A GREAT SERVICES MANAGER : 

WHAT MAKES A GREAT SERVICES MANAGER Patient & articulate Good listener A good attitude towards the customers Ability to balance fairly the interests of the company with those of the customer Communicate legitimate consumer complaints to management to help determine whether there is a need for changes in company policies or procedures

CONCLUSION : 

CONCLUSION Management Role Commitment and continuing involvement of company management is critical to successful complaint resolution and to the optimum use of complaints as a management tool to continually enhance customer satisfaction and improve product quality. Role of Managers Resolving the problem in a manner consistent with Company Policy & improving the complaint-management system. Providing feedback for corrective & preventive action Periodically Analyzing and Summarizing Complaints to indicate complaint trends, leading to alerting management to problems that need prompt attention and correction

Slide 18: 

THANK YOU

authorStream Live Help