Master the Art of Complaint Handling

Study Notes

Rules of Complaint Handling

Preparation is important before dealing with customer problems
Focus 100% of your energy and attention on the customer when dealing with complaints
Do not take customer complaints personally
Always start with a warm, friendly greeting to create a positive environment
Allow the customer to empty their "bucket" by letting them speak first
Listen with empathy, not sympathy, to show understanding of the customer's situation
Make sure the customer knows you have heard them by using active listening techniques
Stick to the facts when fact-finding to separate emotions from the issues at hand
Understand what is important from the customer's perspective by allowing them to tell the whole story
Negotiate a mutually acceptable solution once armed with all the facts and understanding of the customer's concerns
Fixing the customer is equally as important as fixing the car
Following these rules will improve the results of customer complaint handling situations.Title: Rules for Successful Complaint Handling
Negotiations should be seen from the customer's perspective and avoid creating situations that may seem like coercion.
In most cases, negotiations involve finding a settlement that satisfies all parties involved.
There are five key factors to consider when negotiating an agreement.
Follow-up is crucial to ensure that the complaint is completely resolved.
It is important to double-check that everything has worked out as planned to avoid undoing the good work done.
Complaint handling is an investment of time and energy that is well worth making to avoid potential costs of lost customers, bad publicity, and legal action.
The overarching attitude and approach to all facets of problem-solving should be to find a value-added solution.
Good customer relations are crucial to customer satisfaction.
Turning negative circumstances into opportunities can result in highly satisfied customers.
An irate customer turned into a satisfied one can become a lifelong friend and a staunch supporter and advocate.
Taking the extra step can turn potentially damaging results of a dissatisfied customer into a strong positive for the organization.
Following these rules can lead to successful complaint handling and the development of a loyal customer following.

Description

Do you know how to handle customer complaints effectively? This quiz will test your knowledge of the rules for successful complaint handling. From preparation to negotiation, follow-up to customer relations, this quiz covers all the key factors you need to consider to turn dissatisfied customers into lifelong supporters. Improve your complaint handling skills and avoid potential costs of lost customers and bad publicity with this informative quiz.