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9 Cards in this Set
- Front
- Back
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What is a Complaint
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An expression of dissatisfaction made to an organization, related to its products (services), or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected
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Steps to Creating Good Customer Service
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Make eye contact and greet a customer to show you are available to provide them service as needed.You should have a good understanding of the product or service you provide, so that if a customer needs assistance, you are able to deliver a satisfactory response. Assume attentive posture to convey confidence and a helpful attitudeSmile often, if appropriate, or model the emotion that is suitable to the situation
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The Aggressive Customer
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Readily complains, often loudly and at length.Your response: Listen completely.What not to do: Be aggressive in return. This customer does not respond well to excuses or reasons why the product or service was unsatisfactory.Always follow company policy
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The High-Roller Customer
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Expects the absolute best and is willing to pay for it. Likely to complain in a reasonable manner.Your Response: Always listen respectfully and actively question to fully determine cause.Always follow company policy
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The Rip-Off Customer
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Their goal is not to get the complaint satisfied but to win by getting something that is not entitled to be received. Often replies with a repetitive “not good enough” response.Your Response: Remain objective. Use accurate data to back up your response. Be sure the adjustment is within the range of what the organization would normally do.Always follow company policy
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The Chronic Complainer
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Never satisfied, feels there is always something wrong.Your Response: Extreme patience is required. Listen carefully and never get angry. It is best to give sympathy, a sincere apology, and a promise to correct the situation
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The Meek Customer
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Generally, will not complain. Most dangerous to businesses because they will most often complain to others.Your Response: Must work hard at soliciting comments and complaints to act appropriately to correct those problems
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DEALING WITH COMPLAINTS |
- take each complaint seriously, listen to your customer, admit that the mistake has been made and say sorry, accept personal responsibility, take immediate action, offer a compensation, thank the customer for making the complaint |
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making the complaint |
-call, visit the agency, state the problem, give information, ask for compensation, accept or refuse compensation, apologize once again, thank them for immediate action |
