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DEALING WITH COMPLAINTS

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DO YOU KNOW HOW TO HANDLE THESE? WHAT WOULD YOU SAY? ... I like the job, not because it s easy, not because there are no difficult people, ... – PowerPoint PPT presentation

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Title: DEALING WITH COMPLAINTS

1
DEALING WITH COMPLAINTS

PROJECTING THE RIGHT ATTITUDE!

2
THE CUSTOMER IS NOT ALWAYS RIGHT BUT...

the customer is always the customer and this
means simply that solving the problem is often
more important than who is right

If you can solve their problem without blaming
yourself or others, you will reduce stress,
everyone will feel better and you will be on your
way to CUSTOMER SATISFACTION

3
TYPES OF DIFFICULT CUSTOMERS?

ANGRY
NASTY
DEMANDING
CRITICAL
NON-STOP TALKER
ODDBALL
INDECISIVE

SARCASTIC
INTOXICATED
SHIFTY
ARGUMENTATIVE

4
WHY ARE THEY DIFFICULT?

THEY ARE OFTEN EXPRESSING A NEED BUT ARE CHOOSING
AN APPROPRIATE AND IMPOLITE WAY TO COMMUNICATE
THIS NEED

THEY ARE DIFFICULT FOR THEIR OWN REASONS - NOT
BECAUSE OF YOU

5
COMMON REASONS FOR BEING DIFFICULT

tired or frustrated
confused or overwhelmed
defending their ego
unfamiliar with situation
feel ignored
under influence of drink or drugs

dont understand
in bad mood
in a hurry
other reasons..

6
Most common complaints...

Wrong information
poor service
accommodation unsatisfactory
overcharged

7
HOW DO I DEAL WITH THESE PEOPLE?

this job would be great if it werent for the
difficult people

8
FREQUENT FRUSTRATIONS

Others blame you for problems over which you have
not control
people pressure you with last minute requests
superiors dont understand your job

you dont get the right info or materials needed
to do job properly
people change their minds

9
BELIEFS ARE OFTEN A BARRIER TO PROBLEM SOLVING

10
SO HOW CAN I COPE WITH THESE DIFFICULT PEOPLE?

11
APPROACH THEM PROFESSIONALLY AND NOT PERSONALLY

TAKING THINGS PERSONALLY CAN HURT YOU AND OTHERS
TAKING A SITUATION PROFESSIONALLY PAYS OFF FOR
EVERYONE

12
REMIND YOURSELF!

reinforce this by saying
I like the job, not because its easy, not
because there are no difficult people, not
because there are no frustrations but because
people are part of any job and I can make things
easier by taking things professionally

This is my job and Im going to do it
professionally
If it were not for these customers I would not
have a job
every time I solve a problem I will feel better

13
LISTEN FOR THE SIGNALS THAT YOU ARE TAKING THINGS
PERSONALLY

14
WHAT ARE THE MOST COMMON COMPLAINTS?

DO YOU KNOW HOW TO HANDLE THESE?
WHAT WOULD YOU SAY?
WHAT WOULD YOU DO?

15
HANDLING COMPLAINTS

REMEMBER TO NOT TAKE IT PERSONALLY
REMAIN CALM
FOCUS ON PROBLEM AND NOT PERSON
TURN UNHAPPY PERSON INTO HAPPY CUSTOMER

TAKE ASIDE
LISTEN
REPEAT
APOLOGISE
ACKNOWLEDGE
EXPLAIN ACTION
THANK
FOLLOW UP

16
CHECK YOU CUSTOMER SERVICE ATTITUDE

17
ATTITUDE IS THE KEY TO SUCCESS

ATTITUDE IS YOUR MENTAL POSITION ON FACTS - OR
MORE SIMPLY, THE WAY YOU VIEW THINGS

18
FIVE POINTS ABOUT ATTITUDE TO REMEMBER

your attitude towards customers influences your
behaviour. You cannot always camouflage how you
feel
your attitude determines the level of job
satisfaction

your attitude affects everyone who comes in
contact with you
tone and body language reflect your attitude
your attitude is not fixed. The attitude you
choose to display is up to YOU

19
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

20
and finally

THINK OF HOW MANY LIVES YOU INTERACT WITH EACH
DAY - PROFESSIONALLY AND PERSONALLY AND CONSIDER
THIS
there never was, there isnt now, and there
never will be again another person specifically
powerful like me who could have influenced that
life in that moment of time uniquely the way I
could have

21
Fermanagh TIC