Value in customer complaints?
-
Upload
gillian-martin -
Category
Business
-
view
5 -
download
2
Transcript of Value in customer complaints?
![Page 1: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/1.jpg)
Gillian Martin Captivating Solutions Consultancy
Value in Customer Complaints?
![Page 2: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/2.jpg)
One of the most rewarding experiences as a customer service provider is to be congratulated on the quality of service
that is provided
![Page 3: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/3.jpg)
It feels great to do a job well done and know that the recipient of the service
recognizes it as being of superior quality
![Page 4: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/4.jpg)
The reverse can also be true
![Page 5: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/5.jpg)
It can be quite disheartening to receive negative feedback from customers
![Page 6: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/6.jpg)
Bill Gates states: “Your most unhappy customers are your greatest source of
learning”
![Page 7: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/7.jpg)
A customer’s expression of dissatisfaction with an aspect of the service provided is an opportunity to
ascertain the areas that need improvement
![Page 8: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/8.jpg)
This is an excellent medium to recognize the gap between the service
delivered and the customers’ expectations
![Page 9: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/9.jpg)
If complaints are being repetitively made about specific areas of the service
delivered, it means that these areas identified pose a chronic threat to the
organization’s image
![Page 10: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/10.jpg)
If a car is being driven on a long journey and a puncture is detected in one of the tyres, the driver stops to have the tyre
patched, uses a spare tyre or purchases a new tyre
![Page 11: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/11.jpg)
Where gaps exist between the customers’ expectations and the actual service delivered, speedy efforts must
be made to address the problems failing which it will become a very ‘bumpy’ ride
![Page 12: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/12.jpg)
The customers’ feedback is to be sought frequently
![Page 13: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/13.jpg)
This can be done by conducting surveys as well as encouraging customer service
personnel to informally and frequently solicit feedback from the customers
![Page 14: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/14.jpg)
Getting feedback is only a part of the process
![Page 15: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/15.jpg)
Ensuring that these issues are addressed and maintaining a log with an
action plan is another part of the process
![Page 16: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/16.jpg)
This process should be conducted frequently and continuously
![Page 17: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/17.jpg)
Like the Japanese have a commitment to kaizen, continuous improvement, so
too must the providers of customer service
![Page 18: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/18.jpg)
The next time a customer makes a complaint, thank them for taking it to
your attention
![Page 19: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/19.jpg)
Charles R. Swindoll says “Life is 10% what happens to you and 90% how you
react to it”
![Page 20: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/20.jpg)
How do you react to customer complaints?
![Page 21: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/21.jpg)
Customer complaints should not be viewed negatively
![Page 22: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/22.jpg)
They provide the opportunity for us to identify areas for improvement
![Page 23: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/23.jpg)
This enhances organizational learning and subsequently growth
![Page 24: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/24.jpg)
Listen to your customers
![Page 25: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/25.jpg)
You cannot put a dollar value on the potential growth of your entity resulting
from customer complaints and subsequent organizational learning
![Page 26: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/26.jpg)
All honour be to the Lord Jesus
Christ ,who enables us to reap value from customer
complaints
![Page 27: Value in customer complaints?](https://reader036.fdocuments.in/reader036/viewer/2022070510/58abd0b61a28ab68068b6d3b/html5/thumbnails/27.jpg)
4 of the Over 200 Workshops Offered by Captivating Solutions Consultancy Via Churches Include:
Customer Service: “Customer Service STARS” Customer Experience Management:
“The Ultimate Experience” Business Development: “Building Your Base”
Entrepreneurship: “Rising to the Challenge of Entrepreneurship”
Email: [email protected]