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HANDLING CUSTOMER
COMPLAINTS
SUNIL KUMAR
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Ho...
HANDLING COMPLAINTS
WHO IS YOUR CUSTOMER ?
TYPES OF CUSTOMERS ?
SUNIL KUMAR
HANDLING CUSTOMER COMPLAINTS
CUSTOMER
1.THE ONE WHO PAYS
2.THE ONE WHO USES
3.THE ONE WHO DECIDES
SUNIL KUMAR
COMPLAINTS
INTERNAL CUSTOMERS
THEY ARE AS IMPORTANT AS
EXTERNAL CUSTOMERS
UNFORTUNATELY WE IGNORE THEM
SUNIL KUMAR
INTERNAL CUSTOMERS
 ISSUES:
1. YOU ARE FRIENDLY WITH THE
INTERNAL CUSTOMER– THINGS GO
WELL
 YOU CAN USE IT TO ADVANTAGE...
INTERNAL CUSTOMER
2. YOU HAVE SERIOUS DIFFERENCE :
 FOCUS ON ISSUES & NOT ON
PERSONALITY OR PAST
RELATIONSHIP
3. YOU HA...
INTERNAL CUSTOMER
FUNDAMENTAL RULE :
TREAT HIM AS A CUSTOMER &
FOLLOW ALL THE RULES OF THE
GAME
WHAT ARE THOSE RULES ?
...
RULES OF THE GAME
1.MEET HIM WITH APPOINTMENT
2. ALWAYS BE PUNCTUAL
3. SET A TIME SPAN FOR
DISCUSSION
4.FOCUS ON ISSUE...
HANDLING CUSTOMER COMPLAINTS
WHY DO CUSTOMERS COMPLAIN?
GROUP DISCUSSION ON WHY DO
CUSTOMERS COMPLAIN &
WHAT PERCENTAGE...
CUSTOMER COMPLAINS BECAUSE :
1.HIS EXPECTATIONS ARE NOT BEING
MET
2YOU OR SOMEONE IN YOUR
ORGANISATION WAS RUDE,INDIFFER...
CUSTOMERS COMPLAIN--
5.HE IS SUSPICIOUS & FEELS THAT
YOU OR YOUR ORGANISATION IS
DISHONEST
6HE FEELS HE WAS NOT LISTENED...
CUSTOMERS COMPLAIN--
8.HE WAS SCREAMED ON PHONE.
9. HE WAS TRANSFERRED ON PHONE
WITHOUT CONSENT
10HIS INTEGRITY OR HONE...
CUSTOMERS COMPLAIN--
11.YOU OR SOMEONE ARGUED
WITH HIM
12. HE WAS TOLD HE HAD NO RIGHT
TO BE ANGRY
SUNIL KUMAR
CUSTOMERS COMPLAIN --
14.YOUR STAFF DOES NOT HAVE
TRAINING TO HANDLE SITUATION
QUICKLY & ACCURATELY
15.HE MADE WRONG ASS...
GENUINE COMPLAINTS
WHAT PERCENTAGE OF
COMPLAINTS ARE GENUINE ?
HOW DO WE HANDLE GENUINE
COMPLAINTS ?
SUNIL KUMAR
COMPLAINTS
 EACH PARTICIPANT ON ONE
SERIOUS COMPLAINT ON ANY
PRODUCT RECEIVED BY HIM,
ACTION TAKEN BY HIM ,
ACTION TAKE...
HANDLING CUSTOMER COMPLAINTS
LISTEN TO THE CUSTOMER
HAVE PATIENCE
EMPATHISE WITH THE CUSTOMER
LET THE CUSTOMER OVERSTA...
COMPLAINTS
 FIRST APPROACH:
BOXING
SECOND APPROACH:
PRICK THE BALLOON
SUNIL KUMAR
BASICS OF TREATING CUSTOMERS
CAN YOU THINK OF TWO SITUATIONS
WHEN YOU WERE THANKED FOR
HELPING A CUSTOMER ?
WHAT DID YOU...
BASICS OF TREATING CUSTOMERS
1.TREAT CUSTOMERS WITH
COURTSEY , SPECIALLY WHEN YOU
ARE UNDER PRESSURE
[ HOW CAN YOU DO TH...
BASICS OF
MAKE A HABIT OF COURTSEY & NOT
AN EXCEPTION.
FOR EXAMPLE, WILL YOU REMOVE
SHOES ENTERING A TEMPLE IN A
JUNGLE?...
BASICS OF TREATING YOUR
CUSTOMERS
2.MAKE THEM FEEL IMPORTANT
EVERY HUMAN BEING WANTS TO
FEEL IMPORTANT WHEN HE IS
PLAYIN...
BASICS
3.BE WILLING TO HELP THEM
[ CUSTOMERS FEEL AT EASE IF THEY
FEEL YOU ARE A FRIEND WHO CAN
BE COUNTED FOR HELP]
[ ...
BASICS OF TREATING YOUR
CUSTOMERS
4.LEARN TO SMILE .DONT MOAN
[SMILING IS EASY. MOANING IS
DIFFICULT. DO THE EASY THING....
BASICS
5. YOUR PERSONAL APPEARANCE
REFLECTS YOUR COMPANY
STANDARD.
WOULD YOU LIKE TO ENHANCE THE
IMAGE OR DECREASE IT?
...
BASICS
6.ARE YOU FULLY ARMED WITH
NEEDED INFORMATION
PRICELIST
TERMS
PRODUCT RANGE
COMPUTER
TILL ETC ETC
SUNIL KUMAR
BASICS
7.DO NOT BLAME OTHERS &
COMPANY IF YOU CAN NOT FIND
INFORMATION
[IT WILL SPOIL YOUR NAME]
SUNIL KUMAR
BASICS
ALWAYS PRESENT YOURSELF & CO
POSITIVELY
[IT WILL DEFINITELY PAY YOU
RETURNS.NO ONE WANTS TO DEAL
WITH FAILURES OR...
DEALING WITH COMPLAINTS
1.BE CALM
2.USE OPEN ENDED QUESTIONS:
WHY ?
WHEN?
HOW?
WHERE ?
WHICH?
CAN YOU EXPLAIN?
SUN...
DEALING WITH COMPLAINTS
3. LISTEN
MAKE NOTES
SWITCH OFF YOUR MOBILE
TAKE PHONE OFF THE HOOK
HOLD ALL CALLS
PAY ATTEN...
DEALING WITH COMPLAINTS
4.EMPATHISE:
I CAN APPRECIATE YOUR
DISAPPOINTMENT
THAT MUST BE DIFFICULT TO ACCEPT
SUNIL KUMAR
DEALING WITH---
5. DO NOT JUSTIFY LAPSES:
SICK EMPLOYEES
TRUCK DID NOT REACH
SYSTEM FAILURE
MANUFACTURING PROBLEM
SUN...
DEALING WITH--
6. MAKE NOTES:
READ NOTES BACK TO CUSTOMER
CLARIFY DOUBTS
SIMPLE LANGUAGE
SUNIL KUMAR
DEALING WITH--
7.AGREE ON A COURSE OF ACTION:
GIVE TIME FRAME
BE SURE YOU CAN MEET DEADLINE
CONSULT OTHERS FOR DATES
S...
DEALING WITH --
8.PROMISE LESS PERFORM BETTER
BUILD CREDIBILITY
SUNIL KUMAR
DEALING WITH COMPLAINTS
9.FOLLOW THROUGH
TAKE FOLLOW UP ACTION
INFORM CUSTOMER
MAKE SINCERE EFFORT
SUNIL KUMAR
DEALING ---
WARNING
DON’T SAY THINGS LIKE:
I CANT BELIEVE IT
THIS CANT BE TRUE
YOU ARE JOKING
NO, SURELY NOT
SUNIL K...
DEALING --
WARNING
BAD SITUATION BECOMES WORST BY
NOT FOLLOWING THROUGH
NOT STICKING TO DEADLINE IS BAD,
NOT INFORMING ...
DEALING WITH COMPLAINTS
DO YOU KNOW THE LEGAL RIGHTS
OF THE CUSTOMER?
BE PREPARED TO ANSWER
SUNIL KUMAR
IS THE CUSTOMER ALWAYS RIGHT?
NOT ALWAYS
BUT YOU HAVE TO HANDLE HIM
TACTFULLY
DON’T GET ANGRY
BE SUBTLE
BE POLITE EVE...
EMPATHY OR SYMPATHY
PARTICIPANTS TO DEFINE AND
DIFFERENTIATE THE TERMS :
EMPATHY
SYMPATHY
SUNIL KUMAR
EMPATHY
TO PUT YOURSELF IN CUSTOMER’S
SHOES AND FEEL LIKE HIM
YOU ARE LIKELY TO ACT POSITIVELY
& INSTICTIVELY TO HELP TH...
SYMPATHY
PUTS YOU ON A HIGHER PEDASTAL
YOU ARE LIKELY TO LOOK DOWN
UPON
AS IF YOU ARE DONATING AND
HENCE YOU FEEL PITY ...
EMPATHY & SYMPATHY
KNOWING THE DIFFERENCE
BETWEEN THE TWO WILL PROPEL
YOU TO TAKE ACTION ON CUSTOMER
COMPLAINTS IN POSITI...
SMILE
1. SMILE OF WELCOME:
THE CUSTOMER IS NOT A FACELESS
PERSON.
YOU RECOGNISE HIS/HER PRESENCE
WITH A SMILE OF WELCOM...
SMILE
DO NOT LAUGH:
IT CAN INCREASE ANGER
IT MAY BE MISUNDERSTOOD
DON’T CUT JOKES –IT WILL NOT
REDUCE TENSION.IT MIGHT...
SILENCE
SILENCE IS THE WAY TO AVOID
PROBLEMS:
KEEP QUIET & LISTEN
REMAIN GLUED TO THE
COMLAINANT,NOD .DONT IGNORE HIM
S...
TURNING FOES INTO FRIENDS
SURPRISINGLY IF YOU HANDLE
COMPLAINT WELL THE CUSTOMER
NOT ONLY CONTINUES TO REMAIN
WITH YOU BU...
ANALYSING SELF
1.WHAT ARE YOUR PERSONAL
STRENGTHS IN DEALING WITH
CUSTOMER COMPLAINTS ?
2. WHAT ARE YOUR PERSONAL
WEAKNE...
FINALLY
IT DEPENDS ON YOU :
1.DO YOU WANT TO HANDLE
COMPLAINTS EXCEPTIONALLY?
2.ARE YOU LEARNING THE POSITIVE
ATTITUDE ...
FINALLY
3.ARE YOU MAKING EFFORTS TO
REALLY LEARN ABOUT YOUR
PRODUCTS & SERVICES?
4.DO YOU ENJOY MEETING
CUSTOMERS OR THE...
FINALLY
6.IF YOU CAN RELATE THE
CUSTOMER WITH A SERIOUS
COMPLAINT AS A FRIEND WHO HAS
A GENUINE COMPLAINT , YOU WILL
ACT ...
DISARMING COMPLAINERS
THANK HIM FOR COMPLAINING
WHY?
SUNIL KUMAR
DISARMING COMPLAINERS
HE COULD HAVE SWITCHED
LOYALTY
THANK HIM FOR COMPLAINING
SUNIL KUMAR
DISARMING --
HE MAY BE SATISFIED WITH YOUR
ACTIONS
HE MAY BECOME YOUR
AMBASSADOR
BUT HE NEEDS SERVICE
SUNIL KUMAR
THANKS
SUNIL KUMAR
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Manage...
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Handling customer complaints

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Handling customer complaints

  1. 1. HANDLING CUSTOMER COMPLAINTS SUNIL KUMAR DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
  2. 2. HANDLING COMPLAINTS WHO IS YOUR CUSTOMER ? TYPES OF CUSTOMERS ? SUNIL KUMAR
  3. 3. HANDLING CUSTOMER COMPLAINTS CUSTOMER 1.THE ONE WHO PAYS 2.THE ONE WHO USES 3.THE ONE WHO DECIDES SUNIL KUMAR
  4. 4. COMPLAINTS INTERNAL CUSTOMERS THEY ARE AS IMPORTANT AS EXTERNAL CUSTOMERS UNFORTUNATELY WE IGNORE THEM SUNIL KUMAR
  5. 5. INTERNAL CUSTOMERS  ISSUES: 1. YOU ARE FRIENDLY WITH THE INTERNAL CUSTOMER– THINGS GO WELL  YOU CAN USE IT TO ADVANTAGE SUNIL KUMAR
  6. 6. INTERNAL CUSTOMER 2. YOU HAVE SERIOUS DIFFERENCE :  FOCUS ON ISSUES & NOT ON PERSONALITY OR PAST RELATIONSHIP 3. YOU HAVE A NEUTRAL RELATIONSHIP: TREAT HIM WITH COURTSEY SUNIL KUMAR
  7. 7. INTERNAL CUSTOMER FUNDAMENTAL RULE : TREAT HIM AS A CUSTOMER & FOLLOW ALL THE RULES OF THE GAME WHAT ARE THOSE RULES ? --- --- ---- SUNIL KUMAR
  8. 8. RULES OF THE GAME 1.MEET HIM WITH APPOINTMENT 2. ALWAYS BE PUNCTUAL 3. SET A TIME SPAN FOR DISCUSSION 4.FOCUS ON ISSUES 5. IGNORE PAST DIFFERENCES 6.FOCUS ON ACHIEVING RESULTS SUNIL KUMAR
  9. 9. HANDLING CUSTOMER COMPLAINTS WHY DO CUSTOMERS COMPLAIN? GROUP DISCUSSION ON WHY DO CUSTOMERS COMPLAIN & WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE? SUNIL KUMAR
  10. 10. CUSTOMER COMPLAINS BECAUSE : 1.HIS EXPECTATIONS ARE NOT BEING MET 2YOU OR SOMEONE IN YOUR ORGANISATION WAS RUDE,INDIFFERENT OR DISCOURTEOUS TO HIM 3.HE FEELS HE WAS NOT LISTENED TO 4.HE WAS TOLD BY A STAFF MEMBER SOMETHING, WHICH WAS WRONG SUNIL KUMAR
  11. 11. CUSTOMERS COMPLAIN-- 5.HE IS SUSPICIOUS & FEELS THAT YOU OR YOUR ORGANISATION IS DISHONEST 6HE FEELS HE WAS NOT LISTENED TO 7.HE ACTED ON INSTRUCTIONS, WHICH WERE WRONG SUNIL KUMAR
  12. 12. CUSTOMERS COMPLAIN-- 8.HE WAS SCREAMED ON PHONE. 9. HE WAS TRANSFERRED ON PHONE WITHOUT CONSENT 10HIS INTEGRITY OR HONESTY WAS QUESTIONED. SUNIL KUMAR
  13. 13. CUSTOMERS COMPLAIN-- 11.YOU OR SOMEONE ARGUED WITH HIM 12. HE WAS TOLD HE HAD NO RIGHT TO BE ANGRY SUNIL KUMAR
  14. 14. CUSTOMERS COMPLAIN -- 14.YOUR STAFF DOES NOT HAVE TRAINING TO HANDLE SITUATION QUICKLY & ACCURATELY 15.HE MADE WRONG ASSUMPTION WHAT YOUR ORGANISATION WILL DO TO HELP HIM SUNIL KUMAR
  15. 15. GENUINE COMPLAINTS WHAT PERCENTAGE OF COMPLAINTS ARE GENUINE ? HOW DO WE HANDLE GENUINE COMPLAINTS ? SUNIL KUMAR
  16. 16. COMPLAINTS  EACH PARTICIPANT ON ONE SERIOUS COMPLAINT ON ANY PRODUCT RECEIVED BY HIM, ACTION TAKEN BY HIM , ACTION TAKEN BY THE ORGANISATION SUNIL KUMAR
  17. 17. HANDLING CUSTOMER COMPLAINTS LISTEN TO THE CUSTOMER HAVE PATIENCE EMPATHISE WITH THE CUSTOMER LET THE CUSTOMER OVERSTATE HIS CASE CUSTOMER SOFTENS ? SUNIL KUMAR
  18. 18. COMPLAINTS  FIRST APPROACH: BOXING SECOND APPROACH: PRICK THE BALLOON SUNIL KUMAR
  19. 19. BASICS OF TREATING CUSTOMERS CAN YOU THINK OF TWO SITUATIONS WHEN YOU WERE THANKED FOR HELPING A CUSTOMER ? WHAT DID YOU PARTICULARLY DO WELL TO WARRANT THE THANKS? SUNIL KUMAR
  20. 20. BASICS OF TREATING CUSTOMERS 1.TREAT CUSTOMERS WITH COURTSEY , SPECIALLY WHEN YOU ARE UNDER PRESSURE [ HOW CAN YOU DO THAT? SUNIL KUMAR
  21. 21. BASICS OF MAKE A HABIT OF COURTSEY & NOT AN EXCEPTION. FOR EXAMPLE, WILL YOU REMOVE SHOES ENTERING A TEMPLE IN A JUNGLE? IT IS INGRAINED IN YOU. IT IS NOT A PUT ON SUNIL KUMAR
  22. 22. BASICS OF TREATING YOUR CUSTOMERS 2.MAKE THEM FEEL IMPORTANT EVERY HUMAN BEING WANTS TO FEEL IMPORTANT WHEN HE IS PLAYING THE ROLE OF A CUSTOMER [ AFTER ALL HE PAYS THE BILL. WOULD YOU NOT ? SUNIL KUMAR
  23. 23. BASICS 3.BE WILLING TO HELP THEM [ CUSTOMERS FEEL AT EASE IF THEY FEEL YOU ARE A FRIEND WHO CAN BE COUNTED FOR HELP] [ THEY MAY NOT ASK FOR HELP AT ALL] SUNIL KUMAR
  24. 24. BASICS OF TREATING YOUR CUSTOMERS 4.LEARN TO SMILE .DONT MOAN [SMILING IS EASY. MOANING IS DIFFICULT. DO THE EASY THING.] [SMILING IS INFECTIOUS. HELP MAKE FRIENDS . WHY DO YOU WANT ENEMIES ? SUNIL KUMAR
  25. 25. BASICS 5. YOUR PERSONAL APPEARANCE REFLECTS YOUR COMPANY STANDARD. WOULD YOU LIKE TO ENHANCE THE IMAGE OR DECREASE IT? TWO PARTICIPANTS TO VERBALISE GOOD APPEARANCE SUNIL KUMAR
  26. 26. BASICS 6.ARE YOU FULLY ARMED WITH NEEDED INFORMATION PRICELIST TERMS PRODUCT RANGE COMPUTER TILL ETC ETC SUNIL KUMAR
  27. 27. BASICS 7.DO NOT BLAME OTHERS & COMPANY IF YOU CAN NOT FIND INFORMATION [IT WILL SPOIL YOUR NAME] SUNIL KUMAR
  28. 28. BASICS ALWAYS PRESENT YOURSELF & CO POSITIVELY [IT WILL DEFINITELY PAY YOU RETURNS.NO ONE WANTS TO DEAL WITH FAILURES OR UNSUCCESSFUL PERSONS SUNIL KUMAR
  29. 29. DEALING WITH COMPLAINTS 1.BE CALM 2.USE OPEN ENDED QUESTIONS: WHY ? WHEN? HOW? WHERE ? WHICH? CAN YOU EXPLAIN? SUNIL KUMAR
  30. 30. DEALING WITH COMPLAINTS 3. LISTEN MAKE NOTES SWITCH OFF YOUR MOBILE TAKE PHONE OFF THE HOOK HOLD ALL CALLS PAY ATTENTION CONCENTRATE SUNIL KUMAR
  31. 31. DEALING WITH COMPLAINTS 4.EMPATHISE: I CAN APPRECIATE YOUR DISAPPOINTMENT THAT MUST BE DIFFICULT TO ACCEPT SUNIL KUMAR
  32. 32. DEALING WITH--- 5. DO NOT JUSTIFY LAPSES: SICK EMPLOYEES TRUCK DID NOT REACH SYSTEM FAILURE MANUFACTURING PROBLEM SUNIL KUMAR
  33. 33. DEALING WITH-- 6. MAKE NOTES: READ NOTES BACK TO CUSTOMER CLARIFY DOUBTS SIMPLE LANGUAGE SUNIL KUMAR
  34. 34. DEALING WITH-- 7.AGREE ON A COURSE OF ACTION: GIVE TIME FRAME BE SURE YOU CAN MEET DEADLINE CONSULT OTHERS FOR DATES SUNIL KUMAR
  35. 35. DEALING WITH -- 8.PROMISE LESS PERFORM BETTER BUILD CREDIBILITY SUNIL KUMAR
  36. 36. DEALING WITH COMPLAINTS 9.FOLLOW THROUGH TAKE FOLLOW UP ACTION INFORM CUSTOMER MAKE SINCERE EFFORT SUNIL KUMAR
  37. 37. DEALING --- WARNING DON’T SAY THINGS LIKE: I CANT BELIEVE IT THIS CANT BE TRUE YOU ARE JOKING NO, SURELY NOT SUNIL KUMAR
  38. 38. DEALING -- WARNING BAD SITUATION BECOMES WORST BY NOT FOLLOWING THROUGH NOT STICKING TO DEADLINE IS BAD, NOT INFORMING ANOTHER DEADLINE IS WORSE SUNIL KUMAR
  39. 39. DEALING WITH COMPLAINTS DO YOU KNOW THE LEGAL RIGHTS OF THE CUSTOMER? BE PREPARED TO ANSWER SUNIL KUMAR
  40. 40. IS THE CUSTOMER ALWAYS RIGHT? NOT ALWAYS BUT YOU HAVE TO HANDLE HIM TACTFULLY DON’T GET ANGRY BE SUBTLE BE POLITE EVEN IF BUSY SUNIL KUMAR
  41. 41. EMPATHY OR SYMPATHY PARTICIPANTS TO DEFINE AND DIFFERENTIATE THE TERMS : EMPATHY SYMPATHY SUNIL KUMAR
  42. 42. EMPATHY TO PUT YOURSELF IN CUSTOMER’S SHOES AND FEEL LIKE HIM YOU ARE LIKELY TO ACT POSITIVELY & INSTICTIVELY TO HELP THE CUSTOMER HE WILL BECOME A FRIEND SUNIL KUMAR
  43. 43. SYMPATHY PUTS YOU ON A HIGHER PEDASTAL YOU ARE LIKELY TO LOOK DOWN UPON AS IF YOU ARE DONATING AND HENCE YOU FEEL PITY FOR HIM EVEN DISABLED ASK FOR EMPATHY & NOT SYMPATHY SUNIL KUMAR
  44. 44. EMPATHY & SYMPATHY KNOWING THE DIFFERENCE BETWEEN THE TWO WILL PROPEL YOU TO TAKE ACTION ON CUSTOMER COMPLAINTS IN POSITIVE &PROACTIVE MANNER HENCE EMPATHISE WITH THE CUSTOMER SUNIL KUMAR
  45. 45. SMILE 1. SMILE OF WELCOME: THE CUSTOMER IS NOT A FACELESS PERSON. YOU RECOGNISE HIS/HER PRESENCE WITH A SMILE OF WELCOME YOU ARE NOT NEUTRAL TO HIM SUNIL KUMAR
  46. 46. SMILE DO NOT LAUGH: IT CAN INCREASE ANGER IT MAY BE MISUNDERSTOOD DON’T CUT JOKES –IT WILL NOT REDUCE TENSION.IT MIGHT ENHANCE IT SUNIL KUMAR
  47. 47. SILENCE SILENCE IS THE WAY TO AVOID PROBLEMS: KEEP QUIET & LISTEN REMAIN GLUED TO THE COMLAINANT,NOD .DONT IGNORE HIM SUNIL KUMAR
  48. 48. TURNING FOES INTO FRIENDS SURPRISINGLY IF YOU HANDLE COMPLAINT WELL THE CUSTOMER NOT ONLY CONTINUES TO REMAIN WITH YOU BUT MAY SUPPORT YOU IF HE FINDS THAT YOU WERE BETTER THAN YOUR COMPETITION IN HANDLING HIS COMPLAINT SUNIL KUMAR
  49. 49. ANALYSING SELF 1.WHAT ARE YOUR PERSONAL STRENGTHS IN DEALING WITH CUSTOMER COMPLAINTS ? 2. WHAT ARE YOUR PERSONAL WEAKNESSES IN DEALING WITH CUSTOMER COMPLAINTS? SUNIL KUMAR
  50. 50. FINALLY IT DEPENDS ON YOU : 1.DO YOU WANT TO HANDLE COMPLAINTS EXCEPTIONALLY? 2.ARE YOU LEARNING THE POSITIVE ATTITUDE TO FACE CUSTOMER COMPLAINTS? SUNIL KUMAR
  51. 51. FINALLY 3.ARE YOU MAKING EFFORTS TO REALLY LEARN ABOUT YOUR PRODUCTS & SERVICES? 4.DO YOU ENJOY MEETING CUSTOMERS OR THEIR COMPLAINTS? 5.NEVER OVERPROMISE BUTALWAYS OVERPERFORM SUNIL KUMAR
  52. 52. FINALLY 6.IF YOU CAN RELATE THE CUSTOMER WITH A SERIOUS COMPLAINT AS A FRIEND WHO HAS A GENUINE COMPLAINT , YOU WILL ACT IN A MUTUALLY SATISFYING MANNER SUNIL KUMAR
  53. 53. DISARMING COMPLAINERS THANK HIM FOR COMPLAINING WHY? SUNIL KUMAR
  54. 54. DISARMING COMPLAINERS HE COULD HAVE SWITCHED LOYALTY THANK HIM FOR COMPLAINING SUNIL KUMAR
  55. 55. DISARMING -- HE MAY BE SATISFIED WITH YOUR ACTIONS HE MAY BECOME YOUR AMBASSADOR BUT HE NEEDS SERVICE SUNIL KUMAR
  56. 56. THANKS SUNIL KUMAR DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com

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