CASE PRESENTATION ON THANK HEAVEN FOR COMPLAINERS

PRESENTED BY- MAYANK SHARMA UTKARSH SHIKHAR

 Companies

would be better the dignity served by viewing customer complaints as a source of strategic opportunities.
ought to be treated with dignity

Complainers

and respect.

 Customer

satisfaction is linked not only to fault free service, but also to what transpires when something does go wrong.

First

law of quality might be: do it right the first time - but service failure does occur

Complaints may be made through:

the service providers own employees intermediary organisations acting on behalf of the original supplier managers who normally work backstage but are contacted by a customer seeking higher authority suggestions or complaint cards mailed or placed in a special box complaints to third parties

 Asian

consumers may be less willing to send written complaints than others Asian consumers are less likely to complain about poor service Service failures are more likely to be tolerated Individuals may restrain their own self interest if it would disturb others

 The overriding aim of any complaints handling process is to turn dissatisfied consumers into satisfied consumers. This is best done by speedy and effective remedies at the first point of contact.

 1% die. 3% move away. 5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied with

product or service.

68% leave because of rude or

discourteous service.

Loss of future business

Incurring extra cost in finding new customers

Loss of reputation

Loss of current business relationsh ip & revenues

 Communication. Customer Sensitivity.

Decisiveness.
Energy. Flexibility. Follow-up. Motivation to serve. Initiative. Integrity.

 Job Knowledge. Judgment.

Motivation To Serve.
Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards.

Extremely likely

Neutral

Extremely unlikely

10

Promoters

Passive

Detractors

Customers willingness to recommend your business to others is the best indicator of loyalty Negative word of mouth spreads far more easily then positive One bad experience can turn the table. Relationship building determines it.

 . . . Greet me.
. . . Value me. . . . Help me. . . . Listen to me. . . . Invite me back.