EFFECTIVE CUSTOMER CARE

OVERVIEW

HANDLING CUSTOMER COMPLAINTS

HANDLING COMPLAINING CUSTOMERS
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Overview:
Definition of a Customer
A person, whether from within or outside the organization, who uses or requires the services of another person employed by the organisation.
An internal customer is an employee who uses or needs the services of a fellow employee within Motorcare An external customer is a person from outside Motorcare who uses or needs the services of the organisation.

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Overview:
Definition of Customer Care
Service that seeks to: acquire new clients/customers; Maintain the existing customers by providing superior customer satisfaction; and building customer loyalty.

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Overview:
Definition of a Customer Complaint

An expression of dissatisfaction, whether justified or not and however made, about the standard of or the delivery of service, the actions or lack of action by the seller, service provider or supplier which affects an individual buyer or service user or group of buyers/users.

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Overview:
The Significance of Customer Care
All good managers want to hear about every complaint their customers have. Only when a complaint has been expressed can the appropriate corrective action be taken. Without customer complaints management often assumes that everything is okay. Yet, it is estimated that for every customer complaint received, there are at least 25 complaints that are never expressed. What are the implications of this statistic? Furthermore, a customer with a complaint is likely to tell 20-25 other customers and potential customers about his complaint. Therefore, every organization needs a procedure for resolving customer complaints.
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HANDLING CUSTOMER COMPLAINTS

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Seeking Customer Complaints

Organizations that are totally customerfocused do not just respond effectively to customer complaints; they actively seek them out.
What specific activities does Motorcare utilize to provide customers with easy opportunities to register their dissatisfaction? Are these activities sufficient? What opportunities exist to more aggressively invite and receive customer complaints?
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A Customer Complaint Procedure

Consider the following eight-step customer complaint procedure for handling customer complaints in your organization:
1. 2. 3. 4. 5. 6. 7. 8. Provide customers with the opportunity to complain. Give customers your full and undivided attention. Listen completely. Ask the key question: "what else?" Agree that a problem exists; never disagree or argue. Apologize. Resolve the complaint. (Ask again: "what else?") Thank the customer for bringing the complaint to your attention.

As we examine these eight steps, determine which ones Motorcare does most and least effectively. Use your answers to determine where you need to improve your customer complaint procedure.
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Standards for Handling Customer Complaints

Listen Listen calmly and empathetically. Do not interrupt the customer. Do not look away or appear distracted. Give the customer your complete attention.

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Standards for Handling Customer Complaints (contd)

Apologise
Phrase apologies in terms of being sorry that the customer has been disappointed. Do not state or imply that there is a fault or that service has been bad. When you apologise, MEAN IT, after all customers are VIPs.

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Standards for Handling Customer Complaints (contd) Clarify

When appropriate, repeat the facts of the customers complaint to him/her to ensure you fully understand the problem.

Explain
Explanations of what might have happened or why things are done as they are must be clear and favourable to other staff and the organisation. Do not attach blame, as such, in any explanation
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Standards for Handling Customer Complaints (contd) Agree Gain agreement from the customer about the next course of action to be taken. Suggest only action and alternatives which are within the Motorcares policy. Where necessary get help from a supervisor. Take Action Prompt action, within organisation policy must be taken. This applies as well when that action is to get a supervisor to assist you. Nothing aggravates customers more than unnecessary delay in resolving their complaints.
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Types of Complainers and How to Respond Effectively

At least five types of complainers can be identified. Each type is motivated by different beliefs, attitudes, and needs. Consider the following definitions of the types of complainers, how one might respond to them, and the danger of not handling complaints effectively.
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1. The Meek Customer

Generally, will not complain. Response: Must work hard at soliciting comments and complaints and act appropriately to resolve complaints.

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2. The Aggressive Customer

Opposite of the Meek Customer. Readily complains, often loudly and at length. Response: Listen completely, ask: "what else?, agree that a problem exists, and indicate what will be done to resolve it and when. Danger: Being aggressive in return. The Aggressive Customer does not respond well to excuses or reasons why the product or 3/23/2012 15 service was unsatisfactory.

3. The High-Roller Customer

Expects the absolute best and is willing to pay for it. Likely to complain in a reasonable manner, unless a hybrid of the Aggressive Customer. Response: Is interested in results and what you are going to do to recover from the customer service breakdown. Always listen respectfully and actively and question carefully to fully determine cause. Ask: "what else?" and correct the situation. Like the Aggressive Customer, the High-Roller Customer is not interested in excuses. 3/23/2012 16

4. The Rip-Off Customer

The goal is not to get the complaint satisfied but rather to win by getting something the customer is not entitled to receive. A constant and repetitive "not good enough" response to efforts to satisfy this customer is a sure indicator of a rip-off artist. Response: Remain unfailingly objective. Use accurate quantified data to backup your response. Be sure the adjustment is in keeping with what the organization would normally do under the circumstances. Consider asking "What can I do to make things right?" after the first "not good enough."
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5. The Chronic Complainer

Is never satisfied; there is always something wrong. This customer's mission is to whine. Yet, he is your customer, and as frustrating as this customer can be, he cannot be dismissed. Response: Extraordinary patience is required. One must listen carefully and completely and never let one's anger get aroused. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive. Unlike the Rip-Off Customer, most Chronic Complainers will accept and appreciate your efforts to make things right. This customer wants an apology and appreciates it when you listen. Tends to be a good customer (in spite of his constant complaining) and will tell others about your positive response to his complaints.
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Handling Difficult Customers: 8 Strategies

Dont take it personally remember when a customer complains they are unhappy with the product or your company not you. Remember you are good at your job remind yourself of the skills you have and why you are working there. Dont allow customers to make you feel inadequate. Write down their complaints or concerns show the customer you are listening by recording their problem and if you are on the phone, tell the customer you are writing down all the details. Ask a supervisor to join you and be part of the transaction if the customer is becoming more difficult, invite a supervisor to join you and the customer will notice you are treating them as important by seeking additional help.
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 Debrief the situation with someone else when the customer leaves sometimes you may need to talk to someone about your difficult customer to debrief and get rid of any negative thoughts and emotions you may have this is a very important step. Learn stress management techniques this may help you stay calm if a customer raises their voice or becomes emotional. Recognise and accept you will work with customers who have bad days understand when you are working with the public some people take their bad days out on you it is not personal. Consider what you could do differently next time if the customer is complaining about a company system or process, take some time to review this and determine if this might need to be changed. Think about the way you handled the customer and note anything you would do differently next time.
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Handling Difficult Customers: 8 Strategies (contd)

Suggestions for Handling Particular Categories of Difficult Customers

In any business, your customers are one of your most important assets. Unfortunately there are days when not all customers want to be friendly or pleasant. On days like this, try these effective tips to help you handle those difficult customers.
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Handling an Angry Customer

If a customer is angry, never get angry back. It can only turn an unpleasant little incident into an unpleasant big incident. Do not try logical argument on a customer in a temper: it only adds fuel to the fire. Do not let an angry customer draw you into accepting his assumption that the organisation is generally inefficient because of his own single unhappy experience. The way to deal with an angry customer is to apologise for the one specific inconvenience only, and to take immediate action to put it right. An angry customer means that you still have an opportunity. If the customer storms off, (or slams down the phone), never comes back, and tells all his or her friends or colleagues that its a dreadful place, thats real damage. But if the customer comes to you in a temper, you have the opportunity to prevent that damage - the real disaster has not happened yet, and if you handle the situation correctly, it wont happen.
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Handling a Chatter Box

Never show your boredom or frustration. It will offend other people as well as the chatter box. Never bully or hector any customer, or interrupt rudely, or shut them up by visibly trying to dominate them. When dealing with a compulsive talker, use every conversational gap and lead that you can to guide the conversation towards a satisfactory conclusion.
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Handling a Rude Customer

Do not get personally upset by the rudeness of an offensive customer. And do not fuel his/her abuse by making value judgements, just stick to facts. Do not be deliberately casual or icily superior to show an offensive customer what you think of him. The way to deal with the offensive customer is to keep cool, keep your professional detachment, stay polite, and keep offering possible solutions in strictly factual terms. Learn to ignore rudeness. Remember that the offensive customer is offensive to everyone who deals with him/her, not just you. Your job is not to make him/her nice; you simply have to supply him/her with what he/she came for. It is worth recalling the, point that you do not have to make an angry person into a nice person. Thats impossible. All you have to do is to get them to go away with whatever it was they came to get.
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The Very Difficult Customer

Sometimes you do everything right. Youve put all the right techniques into practice, but the person remains difficult. In this case, you should try to bear in mind that:
Difficult people are usually difficult for a reason. If people remain angry, it is often because they think that they are not being listened to. So, make an effort to look interested. Put your listening skills into practice. Particularly difficult people may be playing to the crowd. Try to take noisy and unreasonable people aside - perhaps to a separate room. When dealing with a difficult customer you may gain the sympathy of other people who may try to help with the difficult person. Whilst this may feel like welcome help, remember that it is easy for the difficult person to feel even more threatened and aggressive. A desk can act as a barrier. It may help to stand side by side with a difficult customer in a quiet place.

People who are scared and anxious are most likely to be difficult - and may remain difficult until their problems are resolved. Anxious people can become childlike, but treating them like children will encourage them to act like a child, whilst treating them like responsible adults will encourage them to act rationally
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Thank for Your Attention!

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