A Complaint is A GIFT

1
A Complaint is A GIFTReally!!

• Renee Rouwhorst
• Rykes Bakery . Catering . Café
• 231-726-2253
• www.rykes.com

2
A Complaint is a Gift. REALLY!!

• Understand why complaints are gifts
• Understand the steps in handling complaints
• Realize the importance of preventing complaints

3
Why talk about how to handle complaints?

• Bottom Line
• It takes more money to gain a new customer
• Than to retain a current customer

4
How does it feel to get a complaint?

• .

5
How does it feel to get a gift?

• .

6
Complaints come in different packages

• Secrets to staying CALM!
• On the Spot
• After the Fact

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Steps in Handling a Complaint

• Say Thank you
• Ask For information (open ended)
• Ask What can I do?
• Tell What I will do for you is(give options)

8
Prevention

• Set clear expectations
• Describe the process
• Make a written contract, clarify confirm
• Learn from past experiences to prevent future
  problems