Professional Documents
Culture Documents
Customer Complaints
Customer Complaints
and
CUSTOMER COMPLAINTS
ARE GIFTS
from following sources:
• Peter Ebeling; Book: Der Verkaufschampion
20 Fragen / 20 Antworten “Kundeneinwände sind Geschenke”
• Ulrich Leitner; Training Course
Customer Service Competence
• motiVision
Kennen und Erkennen
CUSTOMER CONTACT PHASES
• PREPARATION
– “In your mind, kill the tiger the night before the hunt !”
Indian Proverb
• INTRODUCTION
– The first 5 words are more important then the next 500.
Put the customer in a good mood. Smile.
• PROPOSAL(S)
– Keep some cards up in your sleeves.
• CONCLUSION
– Make it a positive one, even if you loose the order,
the customer remembers.
• FOLLOW-UP
– Keep in touch with the customer.
• AWARENESS of shortcomings
free quality control
G I F T !!
P r e v e n t i v e
F o l l Ao n ws w- U e p r i n g P e r c e i
E x a m p l T ee c /h n Ri eq f u ee r s e n c e I n t e r p
L i s t e n i n g
F a c t s / D a t a E v a l u a
P h o n e & V o i c e R e a c t i
C o n s e r v a t i v e
( H e l m u t K o h l ) F a c t u
F u t u r e - O r i e n t e d R e l a t
t Co u m s t e o rMm M e s s a g e
( B i l l
C
G
u s
a t e s C O
) PeL r A I N T S A p p e a
T y p e N e e d s
L o g i c a l a G I F T S e l f -
( S p o c k )
E m o t i o n a l
( M a r l e n e M o n r o e ) P o s i
L a n g u a g e
N o
C u s t o m e r I n t e r e s t
Q D& i aA l o g B o d y
" H o t B u t t o n s " L a n g u a g e
Customer Types
Customer Oriented Argumentation
Customer’s Message
CUSTOMER TYPES
Source: motiVision Germany
Future
Logical Oriented
Conservative Emotional
Conservative Emotional
1 Any references ? 1 I understand
2 Savings 2 Credit
3 Since 20 years... 3 Greece
4 On time; warranty 4 Caring
5 Proven solution 5 Consulting
6 Simple; service contract 6 Harmonic; nice
Left dominated
90 % of all people are
Right dominated
dominated by a combination
of two “brain-type” quarters
Conservative Emotional
Cerebrum
Cerebellum
Jekyll and Hyde
Future
Logical Oriented
Conservative Emotional
•
•
Question Techniques
Hot “Buttons”
DIALOG
Question Techniques
QUESTIONS
• show interest
• smooth dialog
• … A REMARK AS A TRIGGER
for negative reaction
for bad mood
• EXAMPLES
company / competitor / technology
hobby / salary / looks
• INDIVIDUAL
remark is taken personal / subjective
• TO BE AVOIDED
know your own and the customer’s one
•
•
No Negative Formulations
Positive Formulations
General Advice
LANGUAGE
1. 36 inches = 1 yard
2. So 9 inches = 1/4 yard
3. So 9 inches = 1/4 yard
4. Therefore 3 inches = 1/2 yard
length area
expression numerically correct
because root is only applied to numbers but not to units
1296 sq inches = 1 sq yard
324 sq inches = ¼ sq yard
18 inches = ½ yard
is = (equal)
the verb “be; am,is,are” does NOT correspond to the mathematical
equal
temperature = 93
temperature 93 (wrong conclusion)
Oct-2003 Thomas Uhr
25
LANGUAGE
No Negative Formulations
4 Aspects of a Message
The Iceberg Model
MESSAGE
The 4 Aspects
• FACTUAL Level
– identical with what has literally been
said
• RELATIONSHIP Level
– concerns relationship between
sender and recipient
• APPEAL
– a demand from sender
• SELF-REVELATION
– about the sender or his/her problem(s)
An example:
“Your consultant, Mr. … , who visited us last week is rather young,
isn’t he ?”
• Factual Level
– asks about the age
– “You’re right, he is only 26 years old”
• Relationship Level
– am I considered unimportant, that you send such a young staff
– “Yes, he is young, but he has already successfully handled
comparable accounts and similar in size”
• Appeal Level
– asks for more experience
– “Yes, he is young - are you dissatisfied with his performance ?”
• Self-revelation Level
– suddenly feels old
– “You’re not that old yourself either.”
• EMOTIONS
• ILLUSIONS
• REFLECTIONS
• SYMPATHY
“In-visible Elements” • “Real” REASON behind something
85 % • PURPOSE
BOTH ELEMENTS have to be addressed;
the emotional before the factual one
1. God exists.
2. Both of these sentences are false.
Does God exist ?
10-year old: Pete and Repeat were walking down the street.
Pete fell down. Who was left ?
7-year old: Repeat.
10-year old: Pete and Repeat were walking down the street.
Pete fell down. Who was left ?
A Good Sense
Comprehension Test
Improve Skill
PIER Model
LISTENING
A Good Sense
• LISTENING TEST
YES NO
1 The 4th July is NOT a bank holiday in Scandinavian countries.
6 Very few people know the name of the American PRESIDENT in 1927.
The average male citizen of New Guinea has fewer BIRTHDAYS than the
7
average female citizen.
There is a precise LIMIT to the distance one may walk in a forest without
8
a shooting license.
According to the instructions, you should read all the questions before
9
you commence. Don't answer any of above questions !
A young lady?
or
An old lady?
• PREVENTIVE ANSWERS
common, by experience, arguments are explained in
advance, before the customer can bring them up
+ disarm the customer
+ less stereotype arguments
+ less interruption in the dialogue
+ smooth conversation
+ show understanding of customer’s problems, point of view
– danger to bring up arguments the customer didn’t think of
– some customers just like to complain or argue, so don’t
take their fun
• FOLLOW-UP ANSWERS
Instead of answering a question immediately let the
customer know that you are going to explain that later
and why you want to do so.
Take the question down as an action item.
+ time to collect further information
+ is better explained in the appropriate context
+ dialogue is not diverted
+ price questions are better discussed at the end
– impression not knowing the subject
– follow-up as promised
• THAT’S-WHY
An argument is agreed with and then followed by
“That’s exactly why you should ….”
– customer might get a feeling, that he did something against
his will
• HUMOR
Humor is an important part of conversations and might
help to overcome difficult situations.
– we might not taken seriously
• YES, BUT
A strong “Yes, but...” offends, where the softer version
might bring success. Formulations as:
> “I agree with you and you surely must have realized that…”
> “You’re right in believing that…”
> “That’s a professional opinion and you must have thought of…”
• “DEAF EARS”
“Unimportant” arguments are not discussed further. Only
if the customer repeats the question should we offer any
advice.
A more polite way, would be to acknowledge the question
and continue with the discussion.
• FACTUAL ARGUMENTATION
– Customer
• develop ideas to improve the customer’s operation
– in the area of
• energy savings
• preventive maintenance
• operational assistance
– Supporting Material
• prepare supporting material, such as
• articles from trade magazines
• case studies
• reference material
• product information (marketing, technical)
• company brochures
– Meetings / Presentations
• Visualize as much as possible with
• supporting material
• sketches
• photos and drawings
• Include data and facts, if possible in graphical form
• Discussions
• positive formulations
• involve the customer: “Let’s give some thoughts on…”
• make notes of arguments and positive comments
• show a comparison with more advantages
– Others
• Let the customer test your product or service
• EMOTIONAL ARGUMENTATION
– praise
– help to overcome obstacles
– distinguish genuine arguments / complaints
– pay attention to body language
– confirm important points
– personnel relationship
– find common points of interest
– hobby
– humor
• Voice shows
–MOOD
•SMILE
• R E W A R D (yourself) for
good phone conversation
•RELAX
Handling Steps
Difficult Customers
Angry Customers
Essential Elements of Complaints Handling
COMPLAINTS HANDLING
Handling Steps
• Out of control
• Manipulated
– Defensive reaction
– Aggression
• Makes situation worse
• POSITIVE MINDSET
– I will not allow the difficult, unpleasant person to
make me upset, angry, or frustrated.
– I will not allow this person (who I hardly even know) to ruin
my day, or make me unhappy,
– because in the scheme of things this person is not important
enough to control my life (is anybody, really?).
• Your goals ?
– To get even
– To fight back
• Interaction continues and might escalate
• PRACTICAL MINDSET
– I want to deal with this person professionally.
– I want to end this nasty interaction as quickly as
possible
• Our assumption
– Customer wants “problem” fixed
• Immediate problem solving action is not appreciated
• Customer wants
– Be heard, to be listened to
– To be sympathized with
– The “problem” fixed
• APPROACH
– Acknowledge the feelings and upset of customer
– When calmed down, then move to problem solving
• A FEW PHRASES:
– It seems like you’re pretty upset about this and I don’t blame
you. Let’s see what we can do.
– It has to be frustrating to have to return a faulty product.
– Most people would be angry if the delivery of their goods
was late and we apologize for it.
• Fairness
A complaints handling process should recognize the need to be fair to both the complainant
and the organization or person against whom the complaint is made.
• Resources
There should be adequate resources for complaints handling with sufficient levels of
delegated authority to avoid hierarchical complaints systems.
• Visibility
A complaints handling process should be well publicized to consumers and staff and should
include information on how to complain and the right to complain.
• Access
A complaints handling process needs to be accessible to all and ensure that information is
readily available on the details of making and resolving complaints. The complaints handling
process and supporting information should be easy to understand.
• Assistance
Assistance needs to be available for complainants to assist them in the formulation and
lodgment of complaints.
• Responsiveness
Timing is important and therefor complaints need to be dealt with quickly and the
complainants treated courteously.
• Charges
Complaints handling should never be subject to a fee, subject to statutory requirements.
• Remedies
The complaints handling process needs to be able to fix the problem and hence needs the
capacity to determine and implement remedies.
• Data collection
There should be appropriate and systematic recording of complaints and their outcomes.
• Accountability
There should be appropriate reporting on the operation of the complaints handling process
against documented performance Standards.
• Reviews
A complaint handling process shall be reviewed regularly to ensure that it is efficiently
delivering effective outcomes.