1. - By Monika Dhoundiyal
Human Resource Department
Customer Communication &
Basic E-mail Etiquettes
2. Why do customer complain
Benefits of customer complaints
Key skills required for dealing with
customer
Common customer complains
Basic of dealing with customer complaints
Dealing with angry customers
Responding to customer complaint email.
Table of content
3. Expectations not met
Broken promises
Customer Interrogation
Rudeness
Suspicious about the organization
Not paying attention to customer
Why do customer complain?
4. Fewer mistakes and less time spent fixing them
Improved product quality
Better understanding of customers' needs
Happier customers
Greater customer loyalty
More customers through word-of-mouth
advertising
Less time and money spent attracting
customers
Improving business reputation
A healthier bottom line.
Benefits of customer complaints
6. Common customer complaints
The employee helping was rude.
Your staff doesn’t know what to do.
You don’t seem to care.
I haven’t heard a darn thing!
I keep coming back with the same problem.
When will it get fixed?
I keep getting shuffled from one person to the next.
I bought your product but it doesn’t do what it’s supposed to do
Your competitor offer to do this to me, why can’t you?
7. Basics of dealing with customers complaints
Acknowledge the complain
Listen attentively
Ask questions
Don’t make excuses
Don’t blame the customer
Educate the customer
Empathize
Own the problem
Treat a complaint as an opportunity
8. Use your ears more than mouth
Stay objective. Don’t take anything personally
Done be defensive
Never argue
Control your anger
Own the problem
Present a solution
Involve the customer in solution
Correct the issue
Follow up
Dealing with angry customers
9. Read the entire complaint properly
Respond quickly without any delay
Open your email with a thank you
Apologize for the mistake
Explain why or how the problem happened
Offer solution with deadline
Assurance
Stick to deadlines
Responding to written complaints
10. Be Concise and to the point.
Answer all questions and pre-empt further
questions
Use proper spelling and grammar & punctuation
Do not attach unnecessary files
Do not overuse Reply to All
Use a meaningful subject
Avoid using urgent & important
Basic Email Etiquettes
11. Avoid long sentences
Do not write in “CAPITALS”
Use templates for frequently used responses.
Use proper signature
Monika Dhoundiyal
Manager Human Resource
Hanna Equipments (India) Pvt. Ltd.
Office No. 3/4/5/6, Sector 7,
Kharghar, Navi Mumbai - 410 210
Mobile: +91 **********
Tel. +91-22-**********
Fax. +91-22-**********
Email ID: xyz@gmail.com
Monika Dhoundiyal
Manager Human Resource
Hanna Equipments (India) Pvt. Ltd.
Mobile: +91 **********
Tel. +91-22-**********
Email. xyz@gmail.com
12. Answer swiftly
Do not overuse the high priority option
Don't leave out the message thread
Add disclaimers to your emails
Use your spell-checker
Proofread the email before sending
Take care with abbreviations and emotions
Use cc & bcc: field sparingly
Don’t discuss multiple subjects in a single message
14. Summary
Every complaint is an opportunity
Listen to customer complaints
Acknowledge the complaint
Offer Solution
Fix the problem
Thank for complaint
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