handling customer complaint

This customer's  goal is not to get the complaint satisfied but to win by getting something that is not entitled to be received. Often replies with a repetitive “not good enough” response.

• aggressive customer
• rip off customer
• chronic complainer
• meek customer

What 2 scenarios might require you to get your manager involved in the complaint?

• When you don't want to deal with an angry customer

• When the customer asks to speak to the manager

• When the customer is happy with the solution

• When you've reached your level of authority and need approval for further action

When should a complaint be reopened? Select all that apply.

• If a customer requested delivery, complained, then complaint was closed with delivery promise, then he called again after not receiving the card.

• If a customer complains that Maadi branch ATM isn't working, then it gets fixed, then he tries next week and it malfunctioned again.

• If the customer was unreachable when the initial complaint was closed.

• I just logged a complaint then closed it by mistake. I can just reopen the complaint to save time.

• I found a complaint without clear fair outcome provided or clarified.

4 Steps in handling complaints...

• LISTEN-ASK-REPEAT-CHECK

• LISTEN-ASK-RAISE CONCERN-CHECK

• LISTEN-RESPONSE-REPEAT-CHECK

• LISTEN-RESPONSE-ASK FOR HELP-CHECK

What are the first 3 things you should do when handling a complaint?

• Listen, apologise, action

• Listen, thank them for bringing it to your attention and apologise

• Apologise, listen, seek best solutions

• Apologise, seek best solutions, follow up

Tags

CCSS.RI.11-12.5

CCSS.RI.9-10.5

CCSS.RI.11-12.3

CCSS.RI.8.5

CCSS.RI.9-10.3

5. Observation or perspective

• Consumer Motivation

• Perception

• Psychology

• Soft Skills

Businesses whose employees demonstrate a customer-service mindset often benefit from

• increased costs

• reduced complaints

• rapid employee turnover

• decreased employee morale

This type of customer is never satisfied and feels there is always something wrong.

• chronic complainer
• meek customer
• aggressive customer
• high roller customer

A customer who wants to get something they are not entitled to receive is referred to as a:

• aggressive customer
• chronic complainer
• meek customer
• rip off customer

"The associate helping me was very rude." is a common customer complaint.

• True
• False

Tags

CCSS.RL.2.6

CCSS.RL.8.3