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    Unit 5

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    Unsolved Mistry
    This document discusses complaint handling and managing customer relationships. It defines different types of complainers such as passive complainers, voicers, irates, activists, and advocates. Effective complaint handling principles include timeliness, empowering frontline employees, flexibility, providing apologies and taking responsibility, and offering fair compensation. Service guarantees can help build trust, differentiate a business from competitors, and focus on quality. Designing effective service guarantees involves clear and specific terms, communicating the guarantees effectively, measuring performance, and encouraging customer feedback. Service guarantees also require defining terms and conditions clearly, monitoring for abuse, training employees to recognize abuse, and reviewing guarantee policies.

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    Unit 5

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    Unsolved Mistry
    6 views11 pages
    This document discusses complaint handling and managing customer relationships. It defines different types of complainers such as passive complainers, voicers, irates, activists, and advocates. Effective complaint handling principles include timeliness, empowering frontline employees, flexibility, providing apologies and taking responsibility, and offering fair compensation. Service guarantees can help build trust, differentiate a business from competitors, and focus on quality. Designing effective service guarantees involves clear and specific terms, communicating the guarantees effectively, measuring performance, and encouraging customer feedback. Service guarantees also require defining terms and conditions clearly, monitoring for abuse, training employees to recognize abuse, and reviewing guarantee policies.

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    This document discusses complaint handling and managing customer relationships. It defines different types of complainers such as passive complainers, voicers, irates, activists, and advocates. Effective complaint handling principles include timeliness, empowering frontline employees, flexibility, providing apologies and taking responsibility, and offering fair compensation. Service guarantees can help build trust, differentiate a business from competitors, and focus on quality. Designing effective service guarantees involves clear and specific terms, communicating the guarantees effectively, measuring performance, and encouraging customer feedback. Service guarantees also require defining terms and conditions clearly, monitoring for abuse, training employees to recognize abuse, and reviewing guarantee policies.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    6 views11 pages

    Unit 5

    Uploaded by

    Unsolved Mistry
    This document discusses complaint handling and managing customer relationships. It defines different types of complainers such as passive complainers, voicers, irates, activists, and advocates. Effective complaint handling principles include timeliness, empowering frontline employees, flexibility, providing apologies and taking responsibility, and offering fair compensation. Service guarantees can help build trust, differentiate a business from competitors, and focus on quality. Designing effective service guarantees involves clear and specific terms, communicating the guarantees effectively, measuring performance, and encouraging customer feedback. Service guarantees also require defining terms and conditions clearly, monitoring for abuse, training employees to recognize abuse, and reviewing guarantee policies.

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    of 11

    Complaint Handling and Managing

    Relationships
    Instructor: Rajesh Dorbala
    Customer Definition: The
    expression of
    Complaining dissatisfaction by
    Behavior customers
    regarding a service
    Reasons for Complaints

    Service failures
    Unmet expectations
    Perceived injustices
    Importance of Understanding Complaints

    CUSTOMER RETENTION SERVICE IMPROVEMENT REPUTATION


    MANAGEMENT
    Types of Complainers

    Passive Complainers
    Voicers
    Irates
    Activists
    Advocates
    Timeliness

    Principles of Empowerment of Frontline Employees

    Effective Flexibility
    Service
    Recovery Apology and Responsibility

    Fair Compensation
    • Definition: A promise of
    specific outcomes or benefits
    Service Guarantees to customers
    Differentiates
    Builds trust from
    Benefits of competitors
    Service
    Guarantees Focuses on
    quality
    Designing Effective Service Guarantees

    Communicate
    Clear and specific terms
    guarantees effectively

    Measure and monitor Encourage customer


    guarantee performance feedback
    Discouraging Abuse and Opportunistic
    Behavior

    CLEARLY DEFINE TERMS MONITOR AND TRACK TRAIN EMPLOYEES TO REVIEW AND ADJUST
    AND CONDITIONS ABUSE RECOGNIZE ABUSE GUARANTEE POLICIES
    QUESTIONS? RAJESH.19435@LPU.CO.IN

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