Week 4 Handling Complaints Empowering Staff Customer Aftercare

Week 4 Handling Complaints Empowering Staff Customer Aftercare

Week 4 The cost of a dissatisfied customer 1 Dissatisfied Customer + 26 Other dissatisfied customers = 27 dissatisfied customers tell up to 10 others = 270 People have heard about a bad experience with your company

Week 4 Why should we handle customer concerns ? • • • Makes you feel good about yourself Increases job satisfaction Helps the business to keep customers satisfied and get their repeat business Makes you look professional to your to supervisor Reduces your job stress From a mangers point of view ? • • • Profits Happier Staff Good business reputation

Week 4 Why do customers complain ? • • Delays or broken promises about delivery dates Poor communication with customers Mistakes and errors Goods do not meet the customers expectations Rude or unhelpful staff Organisational communication – different information from people/departments No flexibility

Week 4 Handling Complaints • • An effective complaints handling procedure ensures consistency Staff behaviours: • Listen to the customer • Show empathy. Put yourself in their shoes • Apologise to the customer • Use your questioning skills to clarify the situation • Agree a solution (one that is suitable to both the customer and the organisation) • Carry out any follow-up actions to ensure the problem is fully resovled • NOTE: A complaint handled well makes for a more loyal long-term customer

Week 4 The Art of Recovery http: //www. youtube. com/watch? v=yb. Cx. N 86 n 61 k

Week 4 Complaint Handling Procedures • TASK – Research the complaints procedures of one of the following organisations: – – NHS Royal Bank of Scotland ASDA British Airways

Week 4 Encouraging Customers to complain • Complaints not necessarily a bad thing!! • System in place to allow for negative feedback – why? • Allows organisations to collect important and relevant data – accurate analysis • Allows organisations to review and improve • Organisations can provide complaint forms online, freephone telephone numbers, questionnaires etc • Follow-up calls

Week 4 Empowerment – what does it mean ? • • Empowerment is allowing and encouraging staff to take responsibility for making decisions such as giving refunds, discounts etc. Advantages: – Fewer employees become involved therefore less time is wasted – Increased job satisfaction – Customer requests dealt with promptly – Customers get a good impression of the organisation – Staff can deal with complaints confidently

Week 4 Activity What are the benefits of empowerment & a good complaints procedure to: (a) Staff (b) The organisation (c) Customers

Week 4 Activity What are the benefits of empowerment & a good complaints procedure to: (a) Staff (b) The organisation (c) Customers

Week 5 Customer Aftercare Customer aftercare is making sure that a business continues to provide after sales services to a customer by carrying out a follow up visit. It is about delivering quality service to a customer and it should not be seen the end of a transaction after a sale or service.

Week 5 Customer Aftercare How do we give customer aftercare in the Hospitality Industry ? Why do we give customer aftercare ?

Week 5 Customer Aftercare Customer aftercare is about the organisation being customer focused. Organisations need to find out what their customers want and make sure that they can give them it. If organisations want to continually improve their service, it is vital that they receive feedback from their customers on an ongoing basis.

Week 5 Quantitative & Qualitative Feedback This can be gathered through – • • • Customer Surveys (conducted by the organisation itself or by others) Recording of customer complaints Data on behaviour such as return customers Results from mystery shoppers ‘Hits’ form Social Media

Week 4 Monitoring Feedback Monitoring feedback can include ways of storing and using feedback. So is our product service improving ? Have profits increased ? Has marketing and advertising cost decreased ? Is the feedback actually helping the product or service ?