Dealing with customer complaints
why do customers complain?
customers complain mainly because of bad customer service
The product they received is of bad quality
not happy because of the staff
not good service
product they received was not as it was descripted.
not a noth seats on the plane
not getting what they want
why do organisations need to know about customer complaints? To keep their reputation
keep one customer happy
to fix one problem
How to deal with customers?
Offer a discount or a complimentary item such as a drink.food item etc.) or a refund if they take it further ask if want to speak to the manager
start by apologising
Don’t interrupt whilst they are complaining
Ask what's wrong
face to face
offer something else
make it formal
make eye contact
suggest the course of action
check the customer is happy with the solution and ask them if there is anything else you can do for them. keep calm
keep customer informed at all times
Why is it important to resolve a complaint?
to keep the customers happy so you will get customer loyalty so you don’t get a bad image/reputation of you or the organisation To prevent it from happening again so you have good customer service Customer service and charter
quality of service they give
how good their products are
minimum standard of quality
procedures they follow
With a helpful manner
Regardless of the customer type all customers have different needs. A hen party travelling to london for the weekend.
Information on local nightlife
Different types of customers
Treated with respect and...
Please join StudyMode to read the full document