CUSTOMER COMPLAINT

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INTRODUCTION
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MEANING

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DEFINITION

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DEFINITION
Written, electronic or oral communication that alleges deficiencies related to the identity, quality, durability, reliability, safety or performance of a medical device that has been placed on the market.
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COMMON CUSTOMER COMPLAINTS

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Common Customer Complaints

The associate helping me was very rude. I feel like none of the associates want to help me. He/she doesnt know what to do. I keep coming back with the same problem. When will it be fixed? I feel like i dont have a choice in the matter, the employee is making the decision for me. Nobody seems to care for my problem. The associate that helped me was no help at all! This other store offered do to this for me, why cant you?

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TYPES OF CUSTOMERS

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The Aggressive Customer

The High-Roller Customer

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The Chronic Complainer

The Meek Customer

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N A H

LI D

G N

CU ST OM R E

COMPLAINTS
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IMPORTANCE

OF HANDLING CUSTOMER COMPLAINTS

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IMPORTANCE OF HANDLING CUSTOMER

Complaints are A goldmine of information.
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Generate loyalty, goodwill and word-of-mouth.

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COMPLAINT HANDLING

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TRAP STUDY OF CUSTOMER COMPLAINT HANDLING

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WHAT PERCENTAGE OF PROBLEMS ARE REPORTED 4/27/12

WHERE DO PEOPLE COMPLAIN?

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WHO IS MOST LIKELY TO COMPLAINT?

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WHY DONT UNHAPPY CUSTOMER COMPLAINT?

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IMPACT ON REPURCHASE INTENTIONS.

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SERVICE RECOVERY

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STAGES OF SERVICE RECOVERY

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EXPIRING ACTIVE LISTENING REACTIVE ATTENTIVENESS RECHECKING/ FREQUENTNESS

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GUIDELINES FOR EFFECTIVE PROBLEM RESOLUTION

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SHOW THAT YOU UNDERSTAND THE PROBLEM

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GOOD SERVICE IS GOOD BUSINESS

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THANK YOU
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