Handling Complaints

A complaint is ‘an expression of grievance or resentment or dissatisfaction by a customer, whether justified or not’.

What you'll learn
Explain What is a Complaint
Explain Why do People Complain
Describe the Goals of Effective Complaint Handling
Explain the Strategies for Building Relationships
List the Statistics of Customer Complaints
Describe the Customer Actions Following Service Failure
Explain the Ways of Complaining
Describe the Types of Complainers
Explain the Steps for Handling Complaints
Explain the Strategies for Handling Complaints

Requirements
No prior knowledge is required
Description
A customer may complain in a situation when he doesn’t understand the facts presented to him or didn’t hear a benefit already mentioned. A customer may complain in a situation where he doesn’t see any benefits in your proposal. He may also believe that something else is needed that your recommendation doesn’t offer. A customer may also complain to use his objection as a bargaining ploy or may have decided not to buy, but does not want to tell you the same directly.
A study suggests that 95% of customers stop using a company’s service because somebody from the company staff was rude to them!
An organization should always create an impression and make all efforts to communicate to its customer that it is actively seeking its customers’ feedback about its products and services. Such an open attitude towards customer complaints and concerns will not only assure the customer of the company’s positive intentions but also keep the company updated about the customers’ opinion about the company.
A person may complain verbally by expressing himself in words. He may complain in a calm manner or may use aggressive words to express himself.
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The following are some examples of verbal complaints:
•It’s too expensive.
•I did not get the product delivered on time as promised to me. I want a refund.
•The product does not have all the features that are included in its brochure.
Who this course is for:Human Resource ProfessionalsManagersSupervisorsTeam leadersEmployees and Staff

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