Dealing with problems and complaints

Dealing with
customer complaints!
Lecturer: Nguyen Ngoc



Objectives:
At the end of the lesson, you will be able to

Understand how handling complaints can
deliver benefits to the organization

Be more aware of complaint strategies.

Apply complaint strategies

A bad shopping experience

What did you buy?

What went wrong?

How did the sale person deal with your
problem?

Did you you feel happy with it?

What lesson did you learn?

I had a problem with

one of your products.
When I told the saleperson about it,
he was arrogant
The person on the phone didn’t
even listen to me
He told me it wasn’t his fault

What are some consequences of
poor handling with customer
complaints?


Lose customer loyalty

Unhappy customers spread the bad word
to their friends and family >> lose more
customers

Developing an action checklist

Dos and don’ts

Some Complaint strategies

Let the customer show their anger

Listen carefully to the details of the
problem

Offer a more expensive product or service

to replace the first order

Summarise and make sure the customer
agrees to the plan of action

Complaint strategies review

Ok, so none of us actually like to listen to
complaints. However, complaints are a
way to learn how to i your
business.

Complaint strategies review

Ok, so none of us actually like to listen to
complaints. However, complaints are a
way to learn how to improve your
business.

Complaint strategies review

Customers want to be heard and
understood.

Complaint strategies review

Listen: Customers want to be heard and
understood.

Complaint strategies review

for the inconvenience

Complaint strategies review

Apologise for the inconvenience

Complaint strategies review
1. Keep calm, be and provide
assurance (that you are willing to help;
that the problem will not recur).


Keep calm, be polite and provide
assurance (that you are willing to help;
that the problem will not recur


Sy : show that you
understand the problem. Show that you
have heard their complaint.

Complaint strategies review

Sympathise : show that you understand
the problem. Show that you have heard
their complaint

Complaint strategies review
1. Take : pass the complaint
on to someone else or deal with it

yourself.

Complaint strategies review
1. Take action: pass the complaint on to
someone else or deal with it yourself.