CUSTOMERCOMPLAINTS

Jan Raeymaekers

Introduction

■ Customer complaint is a bad customer review

■ Past: People wrote letters

Private interaction between complainer and customer service

■ Now: Social media and internet in general

Reach of thousands of other customers

Some statistics

■ Negative customer review can cost a company 30 customers

■ Average business does not hear from 96% of unhappy customers

■ Every complaint received another 26 customers with problems

■ 65%-90% of non-complainers will never buy again you will never know why

Better to have complaints than silent dissatisfaction

A complaint is an opportunity

■ Instant access to customers’ thoughts and feelings

■ Understanding of customers’ brand-, service- and product perception

■ Complaint measures success of your business

■ Complaints ensure continual improvement

Golden rules of complaints handling

■ Complaints need to be taken seriously

– 72% of satisfied complainers are more loyal

■ Never snub a complainer

■ Perception of customer is everything

■ Customer is always right

■ Build partnerships

■ Train your staff in complaints handling

■ Give complaining enough priority

Three things complainers are looking for

1.APOLOGY

2.EXPLANATION

3.REASSURANCE

How to handle complaints

1. Thank the customer for complaining

2. Say that you’re sorry

3. Put yourself in the place of the customer

4. Customer has a valid point

5. Get all the facts

6. Correct the mistake

7. Learn from your mistake

Wrong vs Right

■ http://www.youtube.com/watch?v=HjB9H1qDKcE