How to Handle Customer Complaints: Training Program By: Nick Cutler, Nicole Genge, and Casey Upton

Topics being covered today:

How to receive, assess, and respond to customer complaints:

1. in person

2. over the phone

3. through email

Ice Breaker!

In person Scenarios

Body Language: Open assertion, subtle move, and care with power.

Tone: Accepting, understanding, and sympathetic

Word Choice: Respectful, intentional, and friendly

In Person: Role play

Role Play:

What words or phrases stood out to you that the employee said in the wrong situation?

What words or phrases stood out to you that the employee said in the right situation?

What suggestions would you give to the employee?

Over the Phone Scenarios

1. Listen actively

2. Be proactive

3. Explain

4. Summarize

Over the Phone: Role Play

Role Play:

What words or phrases stood out to you that the employee said in the wrong situation?

What words or phrases stood out to you that the employee said in the right situation?

What suggestions would you give to the employee?

Email Based Scenarios

Read

Believe

Understand

Apologize

Solve

Thank

Email Based Examples:

What Not to Do:

What to do:

What words or phrases stood out to you that the employee said in the wrong situation?

What words or phrases stood out to you that the employee said in the right situation?

What suggestion would you give to the employee?

Post Test!

1. If a customer offers a complaint, what is the first thing that you should do?

A. Receive complaint in a professional manner

B. Assess customer complaint

C. Respond to customer

2. T/F:

Body language is not important when dealing with customer complaints through in person scenarios.

3. T/F:

It is important to acknowledge your customer’s feelings and show understanding for the customers dissatisfaction.

4. Which one of these elements is NOT one of the actions that should be taken when dealing with a complaint over the phone?

A. Stay calm even if the solution is not obvious.

B.Respect customer and listen without interrupting.

C. Tell customer that he’s overreacting.

5. T/F:

It is sometimes important to thank the customer for notifying you about their concern.

6. Body language applies to:

A. Phone conversations

B. In-person scenarios

C. Email scenarios

D. A and B

7. Tone in communication applies to:

A. Phone conversations

B. In-person scenarios

C. Email scenarios

D. All the above

8. T/F:

It is important to never say “I don’t know” when answers customer's complaint.

9. T/F:

Proper email etiquette is not important when handling customer complaints.

10. T/F:

I feel prepared to handle customer complaints.

References:

Cambra-Fierro, J., Melero, I., & Sese, F. (2015). Managing complaints to improve customer profitability. Journal of Retailing, 91(1), 109-124. doi:10.1016/j.jretai.2014.09.004

Celuch, K., Robinson, N. M., & Walsh, A. M. (2015). A framework for encouraging retail customer feedback. Journal of Services Marketing, 29(4), 280-292. doi:10.1108/JSM-02-2014-0062

Huppertz, J. W. (2007). Firm's' complaint handling policies and consumer complaint voicing. Journal of Consumer Marketing, 24(7), 428-437. doi:10.1108/07363760710834843

Maxham, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239-252. doi:10.1016/S0022-4359(02)00100-8

Singh, V., Jain, A., & Choraria, S. (2016). Exploring the role of complaint handling among complaining consumers. Vision: The Journal of Business Perspective, 20(4), 331-344. doi:10.1177/0972262916668739

http://changingminds.org/disciplines/sales/articles/sales_body_language.htm

https://www.groovehq.com/support/customer-service-email-templates

Credits:

Created with images by markusspiske - "home office laptop notebook" • Hans - "ice cubes ice frozen" • Covi - "at web email" • Covi - "at web email" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form" • lecroitg - "test testing bubble form"

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