Consumer Complaints

1
Consumer Complaints

• How Should We Deal With Them?

2
Begin By Knowing Why People Complain

• product
• service
• expectations not met
• because they can
• to be difficult
• their job
• to help
• boredom

3
How to HandlePassive Complainers

• dont be intimidated by silence
• ask open questions
• dont get frustrated
• stick to the facts, dont let them stray

4
How to HandleConstructive Complainers

• dont dismiss their ideas
• thank them for their suggestions
• put right what you can
• dont promise if you cant deliver

5
How To Use Your Listening Skills

• 90 listening, 10 speaking
• Always check understanding
• Keep eye contact
• Keep an open mind
• Stay calm!!
• Dont interrupt
• Try to read between the lines

6
Why Stay Positive?

• Shows a more professional approach It gives you
  time to think
• It prevents the situation becoming worse
• Gives less stress for both parties

7
Your CompanysComplaints Process

• Is it
• easy to understand?
• simple to use?
• communicated to all staff?

8
How Could They Improve It?

• Do you have suggestions for improvement??