Level 2 Basic Customer Training Reviewer PDF

LEVEL 2 BASIC CUSTOMER TRAINING November 25, 2024 Network Training Department Aftersales Division Level 2 – Basic Customer Training Course Description COURSE TITLE: LEVEL 2 – BASIC CUSTOMER TRAINING COURSE CODE: 441- AS_MPACH COURSE DURATION:...

LEVEL 2 BASIC CUSTOMER TRAINING November 25, 2024 Network Training Department Aftersales Division Level 2 – Basic Customer Training Course Description COURSE TITLE: LEVEL 2 – BASIC CUSTOMER TRAINING COURSE CODE: 441- AS_MPACH COURSE DURATION: November 25–27, 2024 TRAINING VENUE: MS TEAMS (ONLINE) INSTRUCTOR: MICAH UZZIELLE SALAZAR TRAINING MANAGER: CHERRYL MARQUEZ COURSE OUTLINE I. Customer Driven After-sales II. Emotional Intelligence III. Dealing Difficult Customer IV. Customer Handling Complaints V. Customer Complaint Handling Process VI. Customer Handling Approaches and Techniques VII.Service Recovery and Goodwill VIII.How to Write a Letter of Apology 3 COURSE OBJECTIVES 1. Realize that our attitude plays an important role to meet or even exceed customer expectations. 2. Learn how to control yourself in dealing difficult customer and manage the situation positively. 3. Acquire advance knowledge, approaches and techniques in handling customer complaints. 4. Recognize the importance of Service Recovery and Goodwill to bring back customer’s trust & loyalty. 5. Discover different practical methods and techniques in writing a good letter of apology to customer. 4 CUSTOMER DRIVEN AFTER SALES CHAPTER I - INTRODUCTION THE THOUGHT BEYOND..... In order to succeed, we must become a “Customer Driven After- Sales” both as a company & as an individual. 6 WHAT IS THIS VISION AND MISSION? “We SEEK EXCELLENCE in our PRODUCTS and SERVICES and RECOGNIZE that the CUSTOMER SATISFACTION is the ESSENCE of our MISSION” 7 A Customer Driven Company and After-Sales Individual must be a; “CUSTOMER ORIENTED PERSON” 8  CUSTOMER DRIVEN AFTERSALES Customer Service Oriented Person is..... Someone able to listen Respond to everything promptly Ask all the right questions Clarifying everything It is also crucial that is unclear your employees have a deep knowledge of your product or service. CHALLENGE TO EVERYONE ARE YOU ONE OF THEM? IMPORTANCE OF CUSTOMER “It is not the employer who pays the wages. Employers only handle the money … It is the customer who pays the wages.” –Henry Ford, Founder Ford Motor Company “CUSTOMERS ARE THE REASON YOU HAVE A JOB” “If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.” –Ray Kroc, Founder McDonald’s IMPORTANCE OF CUSTOMER “A customer is the most important visitor on our premises; He/she is not dependent on us. We are dependent on them. He/she is not an interruption in our work. He/she is the purpose of it. He/she is not an outsider in our business. He/she is part of it. We are not doing them a favor by serving them. He/she is doing us a favor by giving us opportunity to do so.” By: MAHATMA GANDHI A Great Indian Spiritual Leader CUSTOMER IMPORTANCE IN OUR BUSINESS "If you are not taking care of your customer, your competitor’s will.“ By: Bob Hooey “ Your customer doesn’t care how much you know, until they know how much you care.” by: Damon Richards ALWAYS REMEMBER THESE THREE (3) RULES FOR BUSINESS SUCCESS RULE #1: TAKE CARE OF YOUR CUSTOMER RULE #2: TAKE CARE OF YOUR CUSTOMER RULE #3: TAKE CARE OF YOUR CUSTOMER Mitsubishi Customer Relation Officer Training CUSTOMER SERVICE PURPOSE & OBJECTIVES CUSTOMER SERVICE define as ….. “A series of activities designed to enhance the level of Customer Satisfaction – that is, the feeling that a products or services has met the Customer Expectation.” By: Turban, Efraim Electronic Commerce: A Managerial Perspective WHAT ARE THE THREE (3) TYPES OF CUSTOMER SERVICE? 1. Passive Customer Service - Submissive - Lacking forceful qualities - Not active Receives information and does nothing or very little with it Gives the impression that you are uncaring, unresponsive, uninvolved, rude Under delivers Barely meets customer needs THREE (3) TYPES OF CUSTOMER SERVICE 2. Average Customer Service - Ordinary - Usual - Common Receive information and honestly try to do something with what they receive Simply does the job…… NO MORE, NO LESS!!! Average folks are not bad, just not effective. THREE (3) TYPES OF CUSTOMER SERVICE 3. Proactive Customer Service - Being interested - Using personality - Establishing rapport - Being warm and above average Goes the extra step. Is interested, pleasant, warm, HUMAN Makes customers feel comfortable and increases their confidence in your abilities Think for their customers. Provide solutions. Enjoy solving problems for their customers. Enjoy success. 19  Response to What customers Will customers Type of service Customer feel return? Expectations Magic DEFINITELY! Proactive EXCEEDS They will look for it Amazed Customer Service Expectations and tell others Impressed about it “O.K.” Average MEETS MAYBE… when they “Not bad” Customer Service Expectations are in the area Neutral Disappointed DEFINITELY NOT! Passive FALLS BELOW Irritated And they will tell Customer Service Expectations Angry others about 20 it According to Paul McKinney..... “Customer Service is the act of taking care of customer’s needs by providing and delivering professional, helpful, high-quality service and assistance before, during and after the customer’s requirements are met.” VALUE ADDED OF CUSTOMER SERVICE RESTAURANT Customer want more than a meal. HOTELS Customer want more than a room. Customers want more than just the product or service. They also want to be treated well Characteristic of Good Customer Service according to Paul McKinney … 1st – Promptness: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided. 2nd – Politeness: Is almost a lost art. Saying 'hello,' 'good morning, good afternoon,' 'sir, mam,’ and 'thank you very much' are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not. (Greetings) 3rd – Professionalism: All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they cared for. 4th - Personalization: Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with, knows them on a personal level. What is the Purpose of Customer Service? “To generate a positive response from the customers to whom a relationship can be formed, continued, and built over the longest period of time.”  CUSTOMER SERVICE CAMPAIGN PURPOSE: OBJECTIVES: 1. To keep our Customer 1. It increases Service Happy and Satisfied; Incoming Units (SIU); 2. To develop Customer 2. It improves Customer Trust and Confidence; Retention; 3. To acquire Customer 3. It enhances Business Support and Loyalty; Profitability. “The true test of business’s customer service fitness is not when things are going right - but rather what is done when things go wrong.” By: Steve Ferrante 26 CUSTOMER DRIVEN AFTERSALES Three Important (3) Aspects of CUSTOMER DRIVEN AFTER-SALES 1) We must have an ATTITUDE both as an organization and as individual employees, which is focused on customer’s satisfaction. 2) We must organize our company with the STRUCTURE that supports the efforts needed to meet and even exceed our customer’s expectations. 3) We must have STANDARD PROCESS for the way we do business that help us please our customers, no matter what the situation. From the book: Fix It Right the First Time 27 CUSTOMER DRIVEN AFTERSALES Three (3) Important Elements to become an Efficient Frontliners Attitude Skills Knowledge 1 2 3 Efficient means being effective without wasting time, effort and expense; able to accomplish a purpose or objective satisfactorily. 28  Attitude is a little thing that makes a big difference. By: Winston Churchill What is Attitude? is a mental disposition regarding a certain object, person or situation; are often the result our of experience and upbringing; can have a powerful influence over your behavior; set of emotions and beliefs. It can be determined by: 1. Genes 2. Environment 3. Choice ▪ Behavior means manner of acting or controlling yourself 30 ATTITUDE by: Charles Swindoll “The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstance, than failures, than success, than what other people think or say or do. It is more important than appearance, giftedness, or skill. It will make or break a company... a church... a home. The remarkable thing is we have a choice everyday regarding the attitude we will embrace for that day. 31 Believe that there is Always a Choice Always ask yourself this question, STOP; WHAT LOOK; IS LISTEN. RIGHT? 32 POSITIVE ATTITUDES ON THE JOB 1. Attitude of FAITH Believing in your products/services Believing in your organization Believing in yourself Believing in other people 2. SERVICE Attitude Serving customer needs Giving personal touch Make their experience positive Show them that you care 33 POSITIVE ATTITUDES ON THE JOB 3. TEAM Attitude o Carrying out what management asks you to do cheerfully (Company Objectives, Goals, KPI’s) o Coordinating customer service with other departments 4. EFFICIENCY IMPROVEMENT Attitude o Being conscious of wasted capacity o Simplifying transactions o Refraining from delaying POSITIVE ATTITUDES ON THE JOB 5. SELF-IMPROVEMENT Attitude o Calling people by their names o Praising/complimenting others o Keeping healthy o Refraining from criticism o Being socially sensitive, and o Talking in terms of other people’s interests The TAKEAWAY..... In all of the pictures, each one sees an image first before the other. In customer service, we all need to take a look at both sides so we can see how to best address the situation. 36 37 CHAPTER II EMOTIONAL INTELLIGENCE What is the meaning EMOTION? Emotion is a conscious mental reaction (such as love, joy, hate, anger, fear, jealous, curious, upset) subjectively experienced as strong feeling usually directed toward a specific object, person or situation. 39 DIFFERENT TYPE OF EMOTION Are you aware of your Emotion at the moment it happens? 40 EMOTIONAL INTELLIGENCE This is the ability to perceive and express emotion, process emotion in thought, understand and reason with emotion, and regulate emotion in self and others….. Daniel Goleman The ability to identify your emotions. The ability to understand your emotions. The ability to regulate your emotions. The ability to respond to other’s emotions (empathize, calm, listen, motivate, enthusiasm) 41 HOW WOULD YOU DEVELOP YOUR EMOTIONALLY INTELLIGENCE? 1. Pay attention to what you are feeling; 2. Understand how other people feel; 3. Regulate or control your emotions; 4. Try to motivate a person; 5. Improve your social skills; 6. Discuss your feelings with others; and 7. Correctly identify the causes of your emotions. 42 HOW WOULD YOU IMPROVE YOUR EMOTINAL INTELLIGENCE? 1. Observe how you react to people.... 2. Look at your work environment.... 3. Do a self-evaluation.... 4. Examine how you react to stressful situations.... 5. Take responsibility for your actions.... and 6. Examine how your actions will affect others – before you take those actions. 43 PERSONAL BENEFITS OF EMOTIONAL INTELLIGENCE 1. Solve problems by using both logic and feelings; 2. Flexible in changing situations; 3. Help other people express their needs; 4. Calmly and thoughtfully respond to difficult people; 5. Keep an optimistic and positive outlook; and 6. Continuously learn how to improve yourself. 44 SIGNS OF HIGH EMOTIONAL INTELLIGENCE 1. Self-motivated and self-disciplined when attempting to achieved the goal; 2. Handle frustrations and personal setbacks ; 3. Build self-awareness and personal understanding; 4. Show empathy for others; 5. Being able to say NO when you need to ; 6. Control emotions and impulses; 7. Optimistic when faced with adversity and uncertainty; and 8. Solve problems in ways that work for everyone. 45 SELF-AWARENESS means..... 1. The ability to recognize a feeling as it happens; 2. Keystone of emotional intelligence; 3. Clarity about your feelings and thoughts; and 4. Leads to the ability to make better choices. 46 SEVEN (7) SIGNS YOU ARE EMOTIONALLY SMART 1. You can read non-verbal communication.... 2. You are interested in other people and their feelings/thoughts.... 3. You are emotionally resilient.... 4. You know where you need improvement.... 5. You are aware of your own feelings.... 6. You avoid negative self-talk.... 7. You pursue success. 47 NINE (9) SIGNS YOU HAVE HIGH EMOTIONAL INTELLIGENCE 1. You can easily influence other people; 2. You know how to read the situation correctly; 3. You can keep your cool under pressure; 4. You can successfully manage difficult situation; 5. You can express yourself clearly; 6. You are respected by people around you; 7. You can read facial expression & body language; 8. You have a sense of humor; and 9. You are curious about other people.. 48 NINE (9) SIGNS OF LOW EMOTIONAL INTELLIGENCE 1. They always have to be 'right’ 2. They’re a self-centered individual 3. They're unconscious to other people's feelings 4. They behave insensitively 5. They blame others for their problems 6. They have poor managing skills 7. They have emotional outbursts 8. They struggle with relationships, and 9. They turn conversations toward themselves 49 Developing Emotional Intelligence How can you communicate with Low Emotional Intelligence person? 1. Stay calm.... 2.Listen, really listen..... 3.Choose logic over emotion (and get straight to the point).... 4.Don't take everything personally.... 5.If things get heated, redirect the conversation back to the topic.... 6.The bottom line: it all comes down to collaboration. 50 The TAKEAWAY….. Emotional intelligence helps you ¹build stronger relationships, ²succeed at your work, and ³achieve your career and personal goals. It can also help you to connect with your feelings, turn intention into action, and make informed decisions about what matters you the most. It helps individual to move to the next level.... It reduces your stress.... It teaches employees how to react to constructive criticism.... It helps employees conquer their fears, doubts, and insecurities.... It improves your communication skills.... It enhances your social skills.... It creates a positive environment. 51 CHAPTER III DEALING DIFFICULT CUSTOMER 52 WHO ARE THESE DIFFICULT CUSTOMER? 1. The Demanding/ Bully/ Aggressive Customer This type of difficult customer is quick to anger, overly aggressive, highly critical, rude, arrogant and often verbally abusive. 2. The Constant Complainer This type of difficult customers always complain even in a slightest things. And it’s a good thing because complaints can be a very rich source of positive and constructive feedback for your business. 3. The Confused/ Indecisive Customer This type of difficult customer just cannot make a decision. They’ll ask you a lot of questions, but still can’t make a purchase no matter the quantity of information you provide. Indecisive want to be 101 percent sure that they’re getting the best deal, quality, price and features before they decide. WHO ARE THESE DIFFICULT CUSTOMER? 4. The Impatient Customer This kind of difficult customer doesn’t care about the fact that something is not available or can’t be done at the moment. He can’t believe you’re closed at 5pm and you don’t offer any additional contact after this hour. Also, he can’t show it in any other way than by resorting to anger. He usually use phrases like: “I can’t believe it”, “I want this solved”, “I want it now or I’ll go to your competitors!” 5. The Know-it-all Customer This kind of difficult customer seem to know everything about everything, including your business, product or service. In their bid to showcase their knowledge, they could be highly critical and rude. They also tend to talk a lot and always want to dominate the conversation. WHAT ARE THE EFFECTS OF HANDLING DIFFICULT CUSTOMER? 55 DEALING DIFFICULT CUSTOMER “Your most unhappy customers are your greatest source of learning.” by: Bill Gates UNDERSTANDING DIFFICULT CUSTOMER EMOTION Difficult customers are often expressing emotions such as anger and frustration. The expression of these emotions creates difficult situations that need to be defused and managed. Be aware of the “bait”. The goal of baiting is to get you to react in an emotional manner rather than in a controlled and logical manner. You need to understand that the difficult customer will try to “bait” you to react using verbal attacks. RECOGNIZE THEIR EMOTION AT THE MOMENT Recognizing that the customers are simply expressing emotions should impact how we engage them. Unfortunately, these emotions impact how can we interact with others. “Step back before you respond” which requires us to stop and recognize that our instincts are to react. Instead, you must be the voice of reason. TWO (2) TYPES OF FRUSTRATED CUSTOMER 1st - Passive Customer– these customer do not express their emotions out loud, but you can tell by their facial expression and body language that they are not responsive, angry and frustrated. 2nd - Aggressive Customer – this person expresses emotions quickly such as anger and hostility. REASONS CUSTOMER BECOME DIFFICULT We simply do not know what has happened to them in the past few minutes, hours, or days before walking through our door. 1. They are tired or frustrated. 2. They are demanding their ego or self–esteem. 3. They feel ignored. Nobody has listened to them. 4. They have been treated poorly in similar circumstances in the past. 5. They are in a bad mood and take it out on you. 6. They are in a hurry or have waited an extended period time of your service. 60 LET CUSTOMER VENT OUT THEIR FRUSTRATION Some customers will not be able to express why they are frustrated in a calm way, let customers vent their frustration by demonstrating active listening skills. Active listening is the sincere effort to find out what is bothering the customer by hearing what the customer has to say. It is hearing to understand that requires focus, eye contact, concentration, and effective reading of facial expression and body language. ACTIVE LISTENING SKILLS 1. Keep your calm 2. Be attentive and focused 3. Be aware to feelings or emotions 4. Request for clarification 5. Ask probing question 6. Paraphrase/Summarize THREE (3) TIPS IN DEALING WITH DIFFICULT PEOPLE 1st - Understand their behavioral patterns. ▪ When are these people most difficult? ▪ What types of behavior makes them difficult people? 2nd - NEVER argue with overly aggressive or excessively difficult people. 3rd - DON’T take their behavior personally. o Trabaho lang walang personalan, chill, relax, stay calm. o Remember: always keep your calm and not involve your emotions when dealing difficult customers. 63 Four (4) Types of Customer Behavioral Style 1st - What type of person they are? PRECISE ROUTINARY OUTGOING STRAIGHT FORWARD CUSTOMER CUSTOMER CUSTOMER CUSTOMER COMPLIANT TYPE OF RELAXED TYPE OF INFLUENTIAL TYPE OF DEMANDING TYPE OF PERSON PERSON PERSON PERSON 2nd - What are their interest? 64 Four (4) Types of Customer Behavioral Style 3rd - How can we identify them? 65 Four (4) Types of Customer Behavioral Style 4th - How can we communicate to them? 66 Four (4) Types of Customer Behavioral Style 5th – Your words with them 67 CHAPTER IV HANDLING COMPLAINTS 68 WHAT IS A COMPLAINT? an expression of dissatisfaction with a product or service. UNACCEPTABLE UNSATISFACTORY Product Service Did not work Not as correctly promised 69 Four (4) M’s of Management in Identifying the Causes of Complaint 1 st – Man (Sales, Parts and Service Personnel) 2nd – Method (Systems and Procedures) 3 rd – Machine (Tools and Equipment) 4th – Materials (Parts, Fluids & Lubricants) Did you know the sources of complaint from your dealership? SOURCES of CUSTOMER COMPLAINT 1. Product Specific (defective/abnormalities) 2. Service Quality & Workmanship 3. Waiting Time 4. Promised Time 5. Lack of Communication (HOT) 6. Misunderstanding/ Mishandling 7. Warranty related concern 8. Back-job (F1-F4) 9. Parts delay (delivery error) 10. Personnel (rude attitude) 11. Tools & Equipment, and 12. Dealership Facility/Amenities 71 CUSTOMER COMPLAINT Would you agree that complaint is a gift from Customer? 72 SHARING CUSTOMER COMPLAINT QUOTES 73 WHERE DO UNHAPPY CUSTOMER GO? For every customer who bothers to complain, 96% others remain silent. Only 4% COMPLAIN 96% will simply LEAVE Source: White House Office of Consumer Affairs 74 REASONS WHY CUSTOMERS DON’T COMPLAIN It’s not worth the time and effort They don’t know where or how to complain They think the company won’t take any action even if they complain. They don’t care. ❖ WHAT THEY DO? Switch brands and tell 10-12 other potential customers about their dissatisfaction. Discontinue business with the offending company. Start griping to their associates 75 FACTS ABOUT CUSTOMER COMPLAINT 1. A complaining customer is always a customer. 2. Customer who complain are doing you a service in identifying what isn’t working in your business or organization. 3. Customers who complain want to be heard and have their experience validated. 76 CUSTOMER HANDLING DID YOU KNOW? TOP TWO REASONS FOR CUSTOMER LOSS Source: Harris Interactive, Customer Experience Impact Report 1. Customer feel poorly treated 2. Failure to solve a problem in a timely manner IMPORTANCE OF CUSTOMER COMPLAINTS 1.To appreciate the importance of Customer Service; 2.To process verbal and written complaints effectively; 3.To handle angry customer effectively; 4.To identify the root cause of the problem; and 5.To revise the Service Process, Systems and Procedures. 78  TWO (2) TYPES OF COMPLAINT AVOIDANCE 1. POTENTIAL COMPLAINTS This is a complaints that not yet happened; its there just waiting to be discovered. You know about it but you choose to look other way. o Countermeasure: ✓ Be pro-active deal with the potential problem. Demonstrate an attitude of accountability, so choose to own it. 2. AVOIDING CUSTOMER COMPLAINTS Not dealing with the complaint may escalate the situation to become worse. o Countermeasure: ✓ Fix the problem immediately to restore customer confidence, prove that the customer made the right decision to do business with you. 79 AVOIDABLE UPSETS Promising something that cannot be delivered to the customer Being indifferent, rude, or discourteous to the customer Having an offensive attitude towards the customer. Not listening to the customer Telling the customer he has no right to be angry Giving a smart or flip reply to the customer Embarrassing the customer for doing something incorrectly Questioning the customer’s integrity and honesty, and Arguing with the customer 80 WHAT CUSTOMERS DON’T WANT TO HEAR I don’t know I don’t care That’s not my job We don’t have it We can’t do that I just work here This isn’t my section Don’t blame me I haven’t had lunch yet NEGATIVE SERVICE STATEMENTS Sorry, that’s the policy 81 WHAT CUSTOMERS WANT TO HEAR I’m sorry For you What I can do for you? Let me fix this for you How can I help you? What can I help you with? Let me find out that for you Let me take care of that for you POSITIVE SERVICE STATEMENTS Let me get some help for you Let me show you what we have 82 CHAPTER V CUSTOMER COMPLAINT HANDLING PROCESS 83 OBJECTIVES & PURPOSE OF THIS PROGRAM OBJECTIVES: To establish a more effective customer complaint handling process of all authorized Mitsubishi dealerships. To ensure that we deliver a fast and efficient procedure for the immediate resolution of every customer concerns. PURPOSE: To Standardize the guidelines of handling customer complaints being received by the dealer to be resolved by the appropriate group (Sales, Service, Parts). To highlight the importance of establishing an appropriate countermeasure to lessen or avoid recurrence of the same customer complaint in the future. 84 COMPLAINT HANDLING PROCEDURE 1. RECEIVING OF CUSTOMER COMPLAINT A. Customer Relation personnel should ensure that important details regarding the customer complaint are complete. Customer Information: Registered owner, Address, Email address, Contact number Vehicle Information: VIN (Vehicle Identification Number), LTO Plate/CS number, Unit and model, Date sold, Selling dealer, Vehicle mileage Complaint details: Vehicle issue/problem, Date of failure, Servicing dealer, Name/s of dealer personnel involved Different channels/medium: Call or SMS, Email, Letter, Endorsement, Walk-in, Social media B. Send acknowledgement email to the customer within 24 hours upon receipt of the complaint. C. Record the details of the complaint in the Customer Complaint Monitoring File for proper monitoring and for reference. The tracker should be updated regularly throughout the course of complaint handling until its closure. 85 COMPLAINT HANDLING PROCEDURE 2. ASSESSMENT OF CUSTOMER COMPLAINT Customer complaints are grouped into two (2) major classification, CRITICAL CUSTOMER COMPLAINTS AND MINOR CUSTOMER COMPLAINTS. A. TYPES OF CRITICAL CUSTOMER COMPLAINTS: Alleged SUA DTI complaint Demand for unit replacement or buy- back/refund Vehicle-Off-Road (VOR) within warranty Safety related concerns F2 and up cases Complaints from high profile customers such as government officials and media personality. 86 COMPLAINT HANDLING PROCEDURE B. TYPES OF MINOR CUSTOMER COMPLAINTS: ▪ Sales Related Concern: Concerns related to the purchase of the vehicle such as but not limited to sales process, sales promos, feedback regarding sales executive, processing of LTO registration etc. (Ex. Delayed release of refund, OR/CR and LTO plates concerns, incomplete freebies, SE mishandling) ▪ Service Related Concern: Any concerns related to the servicing of the vehicle such as but not limited to product quality, warranty claims, quality of workmanship, mishandling by service personnel, etc. (Ex. Product quality related, warranty related, service quality/workmanship, SA mishandling) ▪ Parts Related Concern: Any concerns related to parts such as but not limited to parts availability, delays in delivery, backordered/out-of-stock items, documentations required for LTO registration etc. (Ex. Delay in delivery, availability of parts, backorder, mishandling) 87 COMPLAINT HANDLING PROCEDURE 3. ENDORSEMENT OF CUSTOMER COMPLAINT A. Endorse the customer complaint to the appropriate PIC of the concerned group immediately within 24 hours upon receipt using the CAR form. B. Endorsement should be formally sent through email. Verbal endorsement can also be done but should always be followed by a formal endorsement through email for proper documentation and reference. C. The PIC of the concerned group should send an acknowledgment email to the Customer Relation Department to recognize receipt of the endorsement. D. For CRITICAL CUSTOMER COMPLAINTS, endorsement should be done urgently to the heads (top management) of the concerned group or department. 88 COMPLAINT HANDLING PROCEDURE 4. RESOLUTION OF CUSTOMER COMPLAINT A. The PIC and appropriate personnel from the concerned group (Ex. Sales Manager, Service Manager, Parts Manager), should investigate, evaluate/assess the customer concern immediately. B. The PIC and members of the concerned group should ensure that a resolution or recommendation to address the customer complaint is established within the resolution lead time. (Six (6) working days for minor complaints and Three (3) working days for critical complaints upon receipt of the concern) C. The PIC and members of the concerned group should ensure that the customer relation team is updated regarding the details of the recommendation for the proper communication with the customer. 89 COMPLAINT HANDLING PROCEDURE 5. ESTABLISHING APPROPRIATE COUNTERMEASURE A. The concerned group should identify the real root cause using 4Ms process & establish appropriate countermeasure using the format in the CAR form. B. Final countermeasure should be shared with the customer relation team for documentation and reference, within 5 working days after the complaint have been resolved and closed. C. For CRITICAL CUSTOMER COMPLAINTS, the top management of the concerned group should be directly involved in identifying root cause & in establishing appropriate countermeasure/s. D. Timeline regarding the implementation of the countermeasure should also be established and shared with other concerned group/s. 90 COMPLAINT HANDLING PROCEDURE 6. COMMUNICATION WITH CUSTOMER A. Regular updating regarding the status of the case should be provided to the customer. Updating should be sent via email and/or SMS for proper documentation and reference. B. The customer relation personnel should discuss in detail the result of the evaluation and the recommendation to the customer. The CRD personnel may ask for the assistance of the concerned group to explain to the customer as needed. C. Details of the communication regarding the recommendation and/or result of the evaluation should be sent to the customer through email for proper documentation and reference. 91 COMPLAINT HANDLING PROCEDURE 7. RE-ASSESSMENT IN CASES OF APPEAL A. In the event that the customer did not accept the result of the evaluation and/or the recommendation to resolve the issue, the customer relation team should raise immediately with the concerned group and ask for their final decision/positon/recommendation. B. If the customer accepted the final recommendation, CRD should ensure that it will be fully explained to the customer and will be properly documented for reference. There should also be an established timeline to be given to the customer to set proper expectation. 8. EXECUTION of RECOMMENDATION Once the customer accepted the final recommendation, the concerned group should ensure that it will be fully facilitated as agreed with the customer and will be completed within the agreed timeline. 92 COMPLAINT HANDLING PROCEDURE 9. CLOSURE ASSESSMENT ❑ The customer relation personnel should classify the closure of customer complaints into two (2) types, PERMANENTLY CLOSED or TEMPORARILY CLOSED. A customer complaint can be tagged as PERMANENTLY CLOSED when: - Recommendation/s were already executed as agreed. - Complaint Action Report (CAR) is fully accomplished - Root cause and countermeasure are already established - Follow-up call was done and completed. A customer complaint can be tagged as TEMPORARILY CLOSED when: 1st - No feedback or approval from the customer 30 days after the release of the recommendation 30 days waiting for the decision from a third party entity (Legal and DTI). 2nd - No feedback from the customer 30 days after the recommendation was discussed/communicated to the customer. 93 COMPLIANCE CHECK MMPC Customer Relation Unit shall monitor the dealer’s compliance of the UPDATED CUSTOMER COMPLAINT HANDLING PROCESS. MMPC Customer Relation Unit may require copies of the accomplished Complaint Action Report (CAR) form from dealers to check completeness of details, compliance in resolution lead time, identification of root cause and establishment of appropriate countermeasure/s. Dealer Customer Relation Department should create a dedicated folder for the filing of the accomplished CAR forms for future reference. 94 CHAPTER VI CUSTOMER HANDLING APPROACHES & TECHNIQUES 95 HANDLIND COMPLAINTS APPROACHES AND TECHNIQUES 1st – Dealing with yourself. Application of Emotional Intelligence, Dealing with difficult customer and Positive Attitude; Controlling yourself, stressing positive words and active listening skills. 2nd – Dealing with Customer Feelings; Empathizing and Apologizing, Understanding the situation clearly. 3rd – Dealing with Customer Problem; Come up with a win-win solution. (Service Recovery & Goodwill) 96 HANDLING COMPLAINTS EXPECT ANGRY PEOPLE WILL… Fear being taken advantage of Feel defensive and vulnerable Blame or put you down Garble real information Speak faster and more intensely, and Become less rational DEALING WITH ANGRY CUSTOMER VIDEO DEALING with ANGRY CUSTOMER APPROACH & TECHNIQUE 1. Stay calm 2. Actively listen 3. Ask question to clarify 4. Repeat customer concern 5. Actively empathize 6. Apologize 7. Find a solution, and 8. Thanks customer for letting you know the problem 98 TWO (2) TYPES OF APOLOGY 1. COMPLETE APOLOGY You accept blame because your company is at fault. “I’m sorry we have caused you an inconvenience.” 2. BLAMELESS APOLOGY You express regret without accepting the blame because your company is not at fault. “I’m sorry this has caused you an inconvenience.” ▪ Why do we have to say “sorry” even we feel the customer is wrong? The focus should be on finding out what would satisfy the customer and solving the problem, not determining who to blame. 99