Validate Customer-Related Concerns

Complaint Handling
(Activities: Interview ,Focused
Group Discussion, And Survey)
The Nine Stars Exercise
 Objectives : By the end of this module you will be able :

EXPLAIN THE LIST AND DESCRIBE THE

NATURE OF THE DIFFERENT TYPES OF
COMPLAINTS COMPLAINTS
LIST DIFFERENT
COMPLAINERS AND DESCRIBE WAYS TO
HOW TO RESOLVE COMPLAINTS
COMMUNICATED WITH USING LAST SEQUENCE
THEM
EXPLAIN THE PROCESS DESCRIBE WAYS TO BUILD
FOR DOCUMENTING CUSTOMER LOYALTY
COMPLAINTS AND THROUGH EFFECTIVE
GIVING FEEDBACK COMPLAINT HANDLING.
 Definition of Complaint
STATEMENT OF UNHAPPINESS AND EXPRESSING
DISCONTENT ABOUT A SITUATION.

EXPECTATIONS NOT MET…

CUSTOMERS DECISION FOR RETURN
WELCOMING COMPLAINTS

Complaint Improvement

Improved Satisfied
Business Customer
 Complaints are Opportunities to…
EVALUATE HOW WELL
YOU ARE DOING

CREATE LONG- IDENTIFY WEAK POINTS IN

TERM LOYALTY YOUR SYSTEMS AND PROCESS
AND PUT THEM RIGHT

SEE SITUATIONS FROM

IMPROVE CUSTOMER
THE CUSTOMERS POINT
SATISFACTION OF VIEWS.
Activity
DISCUSS COMPLAINT THAT YOU HAD EXPERIENCED DURING
YOUR VISIT IN A BUSINESS

Reasons for the complaint

Possible solutions
 Different Types of Complainers
THE MEEK CUSTOMER TEND TO AVOID
CONFRONTATION AND WONT
MAKE THEIR COMPLAINTS
KNOWN AT THAT MOMENT
 They don’t say anything; they
simply don’t return
 They pass on the bad news to
others
 They make up the majority of
unhappy customers or guests
THE AGGRESSIVE CUSTOMER
 COMPLAINTS LOUDLY TO
ANY AND ALL WHO WILL
LISTEN.
 They openly display their
anger
 They can be intimidating
 They want and need to be
noticed
THE CALM CUSTOMER
 They are full of useful ideas for
change
 They address their problem to
the business in a calm rational
manner
 They allow an organization to
see and ‘repair’ problems
LAST Approach to handling complaints

Listen Attentively
L

Apologize & Empathize

A
Solve the issue on hand (Solution
S provided)

Thank the Guest

T
Dealing with complaints

Take ownership
Offer without
Respond
Stay positive personalised blaming others Follow up
quickly
service or the
organisation
 Managing Effective Communication
Clear and
calm voice

Speak
normally
Managing
Effective
•Eye contact
Communication
•Calm facial expressions
Body
•Calm, friendly gestures
language
•Professional posture
•Concerned and interested

Involve the
guest
Behaviors to Avoid
• Confrontational • Forceful hand • Entering
situations gestures customers
personal space

• Defensive body • Raising your voice • Bad language

language
Solving complaints

Win - Win
our guests are happy and so is the
Management….. 
 INTERVIEWING
• BUSINESS TECHNIQUES THAT INVOLVE
CONDUCTING INTENSIVE CUSTOMERS
CONVERSATION FOR BUSINESS CAN
EXPLORE ON PARTICULAR IDEA,
PROGRAM, OR SITUATION
 FOCUS GROUP DISCUSSION
• GROUP INTERVIEW OF SIX TO TWELVE PEOPLE WHO
SHARE SIMILAR CHARACTERISTICS IN BUSINESS.
• Helps us
• how to design, re-design, refine our offerings,
services, products so they will be accepted. Focus
groups help us change how we think by becoming
more externally focused.
 SURVEY
• SETS OF QUESTIONS, WHICH ARE
USUALLY USED TO COLLECT CUSTOMERS
INFORMATIONS AND NEEDS.
Dealing with Specific Complaints

Product & Team

Environment Written
Service members
If standard is NOT Find a solution that is Do not blame the
met, explain and acceptable for our associate in front of
offer alternatives guest the guest
Investigate the
reasons
Talk to associate or
If no solution, explain
concerning manager
and apologize
in private
Cooperate in finding
a solution
Always Remember…

If we don’t take care of our

customers someone else will.
Activity
Act out in your previous groups any one of the complaints that you
mentioned in class – Apply in your scene the interview, focus group
discussion and survey. Use the LAST Sequence of handling complaints
THANK YOU…