5. What Makes A Person Angry?
The Psychology of an “Angry Customer”
6. Solving the grievance involves
Interaction
I know this duffer
is so incorrect..
But then… he’s a
customer
This fool cannot
understand this
simple thing I need
The service renderer The service receiver
7. IS GRIEVANCE A PROBLEM?
Key word : How you “respond” to the person who complains
that reflects upon the degree of the problem
The Problem is not PROBLEM
In Practice
8. REQUIREMENT FROM THE SERVICE PEOPLE
ATTITUDINAL BODY LANGUAGE
Listening Ability
Age old rule of customer
satisfaction
Patience
Courteous
Accepting responsibility of
blame even if the person is not
Apologising- -I /WE
Initiating action – correcting –
gathering feedback.
Maintain Eye Contact
Eyes showing keenness &
empathy
Not being defensive
Lean towards the speaker.
Face: smiling, approving,
assuring,
Head nodding at intervals.
Never show impatience.
Show thankfulness – gratitude.
Representation
13. Believe
•Assume whatever the customer speaks as complaint is
relevant .
•Regard it as “It is the Truth”
•Resolve “It is to be redressed.”
•Establish eye contact. This will bring out the sincerity
in you
•Value his experience
14. Listen
•Give a patient
hearing.
•Avoid being defensive – remember it is not an
Accusation but an Opportunity.
•Do no take the criticisms personally.
•Do not assume
Be relaxed &
calm.
Show
empathy
•Try to understand where the problem lies.
15. Apologise
•Even if the disservice is not your fault.
•If the name of the customer is known address him
by his sir name
16. Satisfy/Solve
•When it is felt that the customer has vent out his
feelings
Give assurance that the person’s grievance is
understood
•Tell him what you can do; not what you can’t
•Make the customer a part of your solution; not a
part of your problem.
•If you do not have a solution
Do not lie
Assure
You shall refer to competent authority and get back ASAP
17. Satisfy/Solve (Cont’d)
If an agreement to a solution is reached act quickly
before they can change their mind.
- Follow up
18. Thank
Express your gratitude to the customer for pointing it
out to you.
Praise him if he comes up with a suggestion/nouvelle
idea.
20. Conclusion: The Positive side of Complain
The Fallacy
Most of the customers go away as dissatisfied customers,
rather than complain
Feel Lucky
If at least one of them complains.
Because
It gives one, as an operator, with information
A Complain is rather a request for action provides with a
chance to improve
To think if there’s no complain your organisation is doing well
The Reality