Customer Handling 1234customer Handling Ppt0000017

COMPLAINT AND CLAIMS HANDLING CONCEPT AND
PRACTICE
1 CUSTOMER COMPLAINT
HANDLING CUSTOMER
COMPLAINTS
WHAT IS CUSTOMER COMPLAINTS
an expression of dissatisfaction on a customer's behalf to a
responsible party”
It can also be described in a positive sense as a report
from a customer providing documentation about a problem
with a product or service.
When complainant has suffer loss or damage as a result of
any unfair trade practice adopted by any trader or service
provider
It is most vital part of business cycle
It includes understanding customer need fulfilling their
requirements Label1
WHAT IS CUSTOMER COMPLAINTS
The complaints-handling process itself, where a response or resolution is

explicitly or implicitly expected”
Complaints is free gift packages waiting to be opened because they

 Is not solicited /begged/ by the recipient company
 Is unexpected they come as a surprise
 Holds the key to happiness for the recipient organization Hold the
key to happiness for the recipient organization
5
Why complaint is a gift ?
A complaint gives you:

 Free direct communication from the customer about
service failures, competitors offerings etc. without the
added cost of conducting a survey
 Readily available market research: they define what
customers want
6
Why complaint is a gift ?
A complaint gives you the opportunity to:
Increase customer trust
Build long term relationships-
customers will use your services again if they believe
complaints are welcomed and addressed
Rectify service failures
Engage customers as advocates
If a customer is complaining, you are being given a
chance to retain that customer
Why do customers complain?
 Their expectations have not been met!

 To release their anger
 To help improve the service
 Because of concern for others who also use the
service
8
Most common complaints...
 Wrong information
 Poor customer service attitude
 Overpricing
 Lack of adequate information
 Delays
 Unresponsiveness of service
providers
 ….
……
Why to tackle customer complaint
It Is critical to its reputations as well as its bottom lines
When customers complain and they are satisfied with the way their
complaints are handled, they are more likely to come and uses the
service
Increase customer satisfaction and service loyalty, improve employee

satisfaction, and reduce costs.
Companies even encourage complaints, most dissatisfied customers
do not complain. By making it easy for customers to complain, more
customers will come to you with their problems, giving you greater
opportunity to correct your service delivery or production process
Customers who get their problems satisfactorily and quickly solved tell
their friends and neighbors, and they are not easily won over by the
competition.
Handling Customer Complaints
Purpose
To increase the level of Customers satisfaction

with the delivery of the shipping transport services
To design feed back system of gathering customer’s

opinions, and analysis on shipping needs and
demands of existing and prospective customers;
To safeguard the Image and Reputation of ESL To

improve the service quality delivered to the customers
and avoid non- conformity
What to do best for complaint
handling
Train and empower their front-line employees to resolve most
complaints during the first contact
Make it easy for customers to complain through the extensive use of

centralized customer help-lines, preparing complaint/ comment for
for at the point of service, and easy-to use customer appeal process
easy-to-use customer appeal processes.
Enter complaint data in fully automated and integrated information

systems, and analyze and use data to identify and fix root causes of
dissatisfaction and to determine future directions for service
improvements and assuring future competitiveness.
How to Handle Customer
Complaints
 Listen  Remember not to take it

 Repeat personally
 Apologise  Remain calm
 Acknowledge  Focus on the problem and
 Explain action not person
 Turn unhappy people into
 Thank
happy customers
 Follow up
How to handle complaints
Customer Complaints handling
procedure
Receive complaints lodged by the customer in writing , orally in
person by telphone ,email etc
Obtain sufficient details about complaints to enable a proper
assessment to response to the complaint
advises the Complainant time required to provide information to resolve
the complaint
Agrees with the complaints orally or in writing
records complaint details, timing and the form of response where
required for reporting purposes and reports to the management
deals with complaints quickly, treat complainants with courtesy and
wherever possible resolve complaints at the first point of contact and
follows up complaints and provide timely remedy & official apology
Customer Complaints handling
procedure
Carryout a balanced and objective investigation without any
preconditions aimed at simply identifying the facts of the case
If the investigation has not been concluded within the agreed date,
The advises Complainant of the position and the reasons not to
resolve the complaint and indicates
Identify the root cause of unresolved complaints and recommed
corrective action
collect and record data on complaints lodged and outcomes to assist
in the identification of systemic and recurring problems and/or
potential improvements to shipping transport service delivery and
customer relations
Steps for handling complaints
At the organization’s level, there is the need for a complaint handling system which
will involve the following steps as a minimum:
Listen / Offer
Understand Solution
Execute
Empathize/ Solution
Position
Follow up
Investigate & record
Problem
Summary
 Be positive
 Take things professionally and not personally
 Aim for customer satisfaction, not just service
 Solve problems without blaming yourself or others
 Remember attitudes are caught, not taught

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COMPLAINT AND CLAIMS HANDLING CONCEPT AND

The complaints-handling process itself, where a response or resolution is

Complaints is free gift packages waiting to be opened because they

A complaint gives you:

 Their expectations have not been met!

Increase customer satisfaction and service loyalty, improve employee

To increase the level of Customers satisfaction

To design feed back system of gathering customer’s

To safeguard the Image and Reputation of ESL To

Make it easy for customers to complain through the extensive use of

Enter complaint data in fully automated and integrated information

 Listen  Remember not to take it

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