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Personal Assistance 4,[object Object]
Module 3:Customer complaints,[object Object],Personal Assistance – Level 4,[object Object],2,[object Object],Future Managers ,[object Object]
After completing this module, you will be able to:,[object Object],Identify customer’s problems,[object Object],Communicate with all stakeholders,[object Object],Commit to solving the customer complaint,[object Object],Apply correct planning and solution to the customer’s complaint,[object Object],Module 3: Customer complaints,[object Object],Personal Assistance – Level 4,[object Object],3,[object Object],Future Managers ,[object Object]
Worst: Customer takes business elsewhere and tells everyone,[object Object],Second worst: Customer takes business to another firm,[object Object],Second best: Problem is dealt with,[object Object],Best: They tell everyone how well the complaint was dealt with,[object Object],Customer complaints,[object Object],Personal Assistance – Level 4,[object Object],4,[object Object],Future Managers ,[object Object]
Customer complaints,[object Object],Personal Assistance – Level 4,[object Object],5,[object Object],Future Managers ,[object Object]
Imagine you have bought an iPod ™ MP3 player and you find that you need to take it back to the store for any one of the following reasons:,[object Object],It doesn’t play at all. ,[object Object],It doesn’t hold enough tunes. ,[object Object],Your mom says you have wasted your money and you must take it back and get a refund.,[object Object],You go back to the store and the person at the counter is :,[object Object],a. Very polite and friendly.,[object Object],Rude to you.,[object Object],Whatever the treatment, you leave the store:,[object Object],Very satisfied.,[object Object],With the reputation of being an impossible customer.,[object Object],On the flow chart, trace the route your complaint followed for each of the combinations of “reason for going back”, “treatment you received” and the “way in which you left”.,[object Object],Activity 1,[object Object],Personal Assistance – Level 4,[object Object],6,[object Object],Future Managers ,[object Object]
Customers complain for the following reasons:,[object Object],They are not happy with the product that they bought,[object Object],The are unhappy with the treatment they received,[object Object],They are just unhappy,[object Object],1.1 Identify and assess the nature of the complaint,[object Object],Personal Assistance – Level 4,[object Object],7,[object Object],Future Managers ,[object Object]
When you think about complaining, it could be about the product or the service you received. But what happens if the product is a service itself?,[object Object],Think of situations when the product is a service itself and you are satisfied with it but are not happy with the service received.,[object Object],Activity 2,[object Object],Personal Assistance – Level 4,[object Object],8,[object Object],Future Managers ,[object Object]
1.2 Define the origin of the complaint,[object Object],Personal Assistance – Level 4,[object Object],9,[object Object],Future Managers ,[object Object]
Tell the customer that you will take responsibility,[object Object],Do something about it,[object Object],1.3 Take responsibility for action to solve the problem,[object Object],Personal Assistance – Level 4,[object Object],10,[object Object],Future Managers ,[object Object]
Information that needs to be documented could be:,[object Object],Complainant’s details,[object Object],Information relating to the complaint,[object Object],Actions to be taken by the person receiving the complaint,[object Object],Signature of the person receiving the original complaint,[object Object],1.4 Document the problem,[object Object],Personal Assistance – Level 4,[object Object],11,[object Object],Future Managers ,[object Object]
Pick any one of the twelve scenarios in Activity 1 and create a sample complaint receipt form on which you can list the information that you think could have been put into it.,[object Object],Activity 3,[object Object],Personal Assistance – Level 4,[object Object],12,[object Object],Future Managers ,[object Object]
Notify relevant internal parties of the complain and its routing,[object Object],Notify immediate superior of the customer’s complaint for further action,[object Object],Communicate to the customer regarding the outcome and progress of the solution,[object Object],2. Communicate with all stakeholders,[object Object],Personal Assistance – Level 4,[object Object],13,[object Object],Future Managers ,[object Object]
Demonstrate commitment to resolve the complaint,[object Object],Satisfy the customer with the progress of the complaint to date,[object Object],3. Commit to solving the customer complaint,[object Object],Personal Assistance – Level 4,[object Object],14,[object Object],Future Managers ,[object Object]
When you have completed this subject outcome, you will be able to:,[object Object],apply the correct solution to solve the customer’s problem,[object Object],apply the correct solution to the customer’s complaint within the agreed time frame,[object Object],maintain contact with all relevant stakeholders.,[object Object],4. Apply correct planning and solution to the customer’s problem,[object Object],Personal Assistance – Level 4,[object Object],15,[object Object],Future Managers ,[object Object]
The correct solution will depend on:,[object Object],The nature of the problem and its origin,[object Object],What your employer allows,[object Object],4.1 Apply the correct solution to solve the customer’s problem,[object Object],Personal Assistance – Level 4,[object Object],16,[object Object],Future Managers ,[object Object]
4.2 Apply the correct solution to the customer’s complaint,[object Object],Personal Assistance – Level 4,[object Object],17,[object Object],Future Managers ,[object Object]
External stakeholders,[object Object],Suppliers,[object Object],Trade unions,[object Object],Competitors,[object Object],Investors,[object Object],Government,[object Object],Special-interest groups,[object Object],The media,[object Object],Financial institutions,[object Object],Customers / consumers,[object Object],Shareholders,[object Object],General community,[object Object],International community,[object Object],Internal stakeholders,[object Object],4.3 Maintain contact with relevant stakeholders,[object Object],Personal Assistance – Level 4,[object Object],18,[object Object],Future Managers ,[object Object]
5. Are you listening ?!!?,[object Object],Personal Assistance – Level 4,[object Object],19,[object Object],Future Managers ,[object Object]
5.1 Communication,[object Object],Personal Assistance – Level 4,[object Object],20,[object Object],Future Managers ,[object Object]
5.2 Communication barriers,[object Object],Personal Assistance – Level 4,[object Object],21,[object Object],Future Managers ,[object Object]
5.3 Listening,[object Object],Personal Assistance – Level 4,[object Object],22,[object Object],Future Managers ,[object Object]
Are you an effective listener? First answer the questions for (about) yourself and then ask a friend who you know will answer honestly to respond “yes” or “no”.,[object Object],You may be surprised at the difference We often view ourselves as great listeners when, in fact, others know that we are not.,[object Object],Activity 4,[object Object],Personal Assistance – Level 4,[object Object],23,[object Object],Future Managers ,[object Object]
Personal Assistance – Level 4,[object Object],Future Managers ,[object Object],24,[object Object]

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NCV 4 Personal Assistance Hands-On Support - Module 3

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