HANDLING

CUSTOMER
COMPLAINTS
OBJECTIVE:
 Learn what makes excellent customer
service; and
 Learn ways to handle a complaint.
A lil brain teaser to start
our day!
A clerk at a butcher shop
stands at 180 cm tall and
wears size 13 sneakers.

What does he
weigh?
A lil brain teaser to start
our day!

He weighs
this ->
WHO ARE YOUR
CUSTOMERS?
THE BASIS OF CUSTOMER SERVICE IS:
CUSTOMER IS ALWAYS RIGHT

… OR DO THEY?
EXCELLENT CUSTOMER
SERVICE

COMMITMENT TO QUALITY

KNOW YOUR PRODUCTS/SERVICE

KNOW YOUR CUSTOMERS

T R E AT P E O P L E W I T H C O U R T E S Y

DON’T ARGUE WITH CUSTOMERS

EXCELLENT CUSTOMER
SERVICE

AT T E N D T O C U S T O M E R S P R O M P T LY

A LWAY S D E L I V E R Y O U R P R O M I S E S

ASSUME COMPLAINT IS BONAFIDE

FOCUS ON CUSTOMERS, NOT SALES

MAKE THINGS EASY

 Bad customer service
is a disservice

Let’s watch a sample.

Discuss it after watching and tell us
how to improve it.
Customer complaints is an
opportunity for organisations
to improve themselves.

How so?
Q: How do you
deliver better
services?

A:In handling
customers lies
the answer.
1 2 3
LISTEN
4 5
TO
UNDER EMPATHY OFFER
SOLUTION(S) FOLLOW
IMPLEMENT UP &
STAND FOLLOW
THROUGH
#1 LISTEN TO
UNDERSTAND
APPLY ACTIVE AND REFLECTIVE LISTENING.
ASK THE RIGHT QUESTIONS. APPLY THE 7Cs OF COMMUNICATION

E.G:

1. SAY “YES” TO ACKNOWLEDGE - ACTIVE

2. RECONFIRM WHAT THEY SAID – REFLECTIVE

#2 EMPATHY

PUT YOURSELF IN THEIR SHOES

E.G:

“I UNDERSTAND HOW FRUSTRATING THIS MUST BE”

#3 OFFER
SOLUTIONS
THAT IS WITHIN YOUR MEANS.
SOLVE IT.

E.G:

“CAN WE DO THIS FOR YOU?”

#4 IMPLEMENT
EXPLAIN WHAT NEEDS TO BE DONE AND ACTUALLY TAKE
ACTION, PROMPTLY!
#5 FOLLOW UP AND
FOLLOW THROUGH

AFTER ACTIONS TAKEN, GO BACK TO COMPLAINANT

E.G:
“THIS IS WHAT WE HAVE DONE.”
1 2 3
4 5
APPLY
ACTIVE AND PUT
IMPLEMENT,
REFLECTIVE YOURSELF
LISTENING IN THEIR OFFER
TAKE GO BACK TO
SHOES SOLUTION(S) ACTION! COMPLAINANT
LET’S PRACTICE!

Get into a pair and practice it.

HOW TO HANDLE
ANGRY CUSTOMERS?
Watch this video.
Compare it to what
we’ve learn and
make notes.
 THE
SOCIAL
MEDIA

Imagine that you are the CEO of

Fresh Farm.
HOW WOULD YOU HANDLE
THIS MILKGATE?
THE
SOCIAL
MEDIA

HOW TO
WIN
THEM
OVER?
SUMMARY
WHAT HAVE WE LEARNED SO FAR?:

 WHAT MAKES EXCELLENT SERVICE

 HOW TO HANDLE COMPLAINTS