Professional Documents
Culture Documents
2011 E.C
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LEARNING OUTCOMES:
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TABLE OF CONTENTS PAGE
LO1: Respond to complaints...........................................................................................................4
1.1 What is Complaint.................................................................................................................4
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LO1: Respond to complaints
o Processing customer complaints using effective communication
o Obtaining, documenting and reviewing necessary reports relating to customer complaints
o Making decisions about customer complaints
o Negotiating resolution of the complaint and obtain agreement where possible
o Maintaining a register of complaints/disputes
o Informing customer of the outcome of the investigation
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Responding to Customer Complaints
No matter how fantastic your product is or how high you set your customer service goals,
situations will arise in which a customer is not completely satisfied with their experience.
If you have a good policy for responding to customer complaints, your efforts can pay off in
droves. The cost of replacing an item or offering a refund is often recouped by the loyalty you
receive in return when you go above and beyond the call of duty to fix the situation.
Meanwhile, research has shown customers who have had a complaint satisfactorily resolved are
extremely likely to recommend a business to others - a bit of free advertising and a potential
bonus to be recorded by your customer management software.
Here are some tips for where to begin when a customer brings a complaint to your attention:
Remain calm
Avoid engaging in an argument with a customer who has brought an issue to your attention.
Instead, take time to reflect on the matter and adopt a helpful and objective approach.
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Acknowledge their concerns
Even if you don't agree with what a customer is saying, it is important to demonstrate you have
listened to their point of view and can understand where they are coming from. Your language
may vary based on your assessment of the situation, ranging from "Sorry, we completely missed
the mark" if your business is clearly in the wrong to "I see that we did not fulfill your
expectations" if the customer's complaint is unwarranted.
Ask questions
Gather as much information about the situation as possible by asking questions and requesting
clarification if needed. Take notes to make sure you are capturing all aspects of the issue in
detail.
Keep a record
Use your customer management software to keep track of customer complaints and identify
potential areas for improvement. For example, if 10 people in the past month have complained
that their order arrived later than promised, you may want to focus more resources in this
direction or re-evaluate your policy. Documenting complaints with customer management
software is also important if the same customer has a problem in the future.
Offer an apology
You may be surprised by how much good it can do to simply offer an apology to a dissatisfied
customer. Even if the situation is not your fault, simply hearing words such as "I'm sorry you
have had this experience" can go a long way towards repairing a customer relationship.
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We consistently receive emails asking us to provide information on how to manage and handle
customer complaints. What should a company do, say or avoid? What steps or procedures should
be taken to solve current problems and avoid future ones?
Apology icons
The emails we receive are predominantly from the people on the front lines who've received no
guidance on how to manage the situation, or who have managers committed to traditional
approaches despite the costs or consequences.
The fact that so many employees (across various industries) continually seek our advice when
handling customers or when trying to craft their own perfect apologies suggests that many
organizations still don't appreciate the costs of negative customer feedback, and the value of
effective customer communications for their bottom line.
The first step for any organization is to have a documented customer complaint procedure. While
the procedure itself can be quite simple, the benefits it will provide will be felt throughout the
organization. A systematic accounting of each complaint, along with the response and reaction,
is essential to improving overall customer relations and customer retention.
For customers, a careful and consistent tracking of complaints and procedures shows a level of
professionalism and conveys to clients that their complaints are taken seriously.
For employees, it provides a road map, a set of standard operating procedures, and demonstrates
management support for those on the front lines. It also empowers staff to handle situations more
confidently, efficiently and effectively.
For management, it identifies potential weaknesses and, more importantly, opportunities for
improvement.
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Resolve the issue. Ensure that your staff is empowered with the tools required to resolve the
matter. Define clear written guidelines for compensation/restitution as appropriate. It's important
that your staffs are able to quickly act on a complaint.
Once the issue is resolved, ask the customer again whether there is anything else that needs to be
discussed.
Thank the customer for bringing the matter to your attention, and for improving the quality of a
product or service.
NOTE: Make sure that each complaint is documented in a standardized format for internal
purposes and analysis. Identifying patterns can help identify weaknesses in an organization's
policies and procedures.
Apology icons
Customer service personnel (or anyone dealing with customer feedback) need to be trained on
how to handle complaints by laying out the procedures to follow—this is a critical first step.
Employees need to know the steps to take, how to communicate an effective business apology,
and what tools are at their disposal to resolve the issue. A clearly defined customer complaint
procedure will empower staff to handle a situation professionally, effectively, and in a timely
manner.
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It may also be useful to consult the Retail Traders Association, your own trade association, The
Business Centre or Business SA.
Some industry groups have developed their own codes of conduct.
Spread the word
Make sure all staff understands the new policy, why it was introduced, how it will work and
what they should do. Be aware that some staff training will be necessary.
Make it worthwhile
Encourage and even reward your employees for finding disgruntled customers and handling their
complaints well. Remember, complaints are a great opportunity for improving your business and
for impressing and keeping even the most dissatisfied customer.
Make it easy for your customers to complain
Publicize your system – let your customers know that your business welcomes complaints. Invite
your customers to let you know if they were satisfied with the way their complaint was handled.
Test it
Trial the system for a set period of time; for example, two to three months
Monitor it
Assess how well the new system is working and make any necessary changes.
Discuss any problems that occurred with your staff and work out possible solutions.
Use customer feedback to highlight any problems. This methodology will help you to
work out why you keep getting the same complaints and will allow you to prevent them
from happening again.
Use complaint records to check how well and how quickly your staff are handling
complaints.
Effective results
Take time to handle complaints when they are first made. Prompt action will be more likely to
satisfy the customer. The faster a complaint is resolved, the less time you’ll need to spend on it.
Be sympathetic and calm
Acknowledge there is a problem and that it may be annoying, inconvenient or unfortunate.
You may not believe the customer’s complaint is justified but remember that, although
they may not be ‘right’ in your opinion, they are telling you because they are unhappy.
Their complaint is an opportunity to retain their custom.
Stay calm. This attitude may be difficult if the customer is angry or has an irritating
manner, or if their complaint seems trivial to you, but getting angry yourself will only
make it worse.
Identify the problem
Find out the exact problem. Listen carefully to what the customer is saying, empathise with them
and make sure you understand by checking it out with them.
Ask what they want you to do for them. Don’t assume.
Write it down.
Decide what can be done
Process Customer Complaints
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Even in situations where the complaint may be unjustified, you still need to make the
customer happy again to keep their business. A simple explanation may be all that is
needed.
Sometimes, even if you are not legally required to do anything about the complaint, it
may be worth doing more to keep the customer. For example, if a customer is entitled
only to a repair or replacement, you may be willing to offer a refund if that is what the
customer wants.
Consider how important these problems are to customers. Try putting yourself in your
customers’ place and imagine how you would feel if you were in their situation.
Keep a record
Keep a written record of the complaint and what you have agreed to do.
Record all contact about complaints, including whether they were face-to-face, by
telephone or in writing.
Remember that simply filling out a complaint record form does not solve the problem.
Fix the problem
Once you have decided on your complaint policy, you will be able to resolve most complaints
quickly and efficiently.
Tell customers what solution you can offer and make sure they understand.
If customers accept your proposed solution, act straight away if possible; for example, do
the repair or replace the goods.
Make sure there is always someone available to speak to customers about their
complaints. If a customer is promised a return phone call, make sure it happens.
If it is not possible to do anything immediately, tell the customer when it will happen and
keep a record of your commitment.
If customers want more than that to which they’re legally entitled, or if their solutions are
outside your company policy and you feel they are making an unrealistic demand try to
explain their legal rights or refer them to us.
You can check your rights and obligations with us and ask for an independent third
option.
Do what was agreed and finalize the matter with the customer.
Never make promises you won’t be able to keep.
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Actively Seeking Customer Complaints
It is important to realize that organizations that are totally customer-focused do not just respond
effectively to customer complaints; they actively seek them out. What specific activities does
your organization utilize to provide customers with easy opportunities to register their
dissatisfaction? Are these activities sufficient? Remember, research indicates that for every
complaint expressed there are over 25 unregistered complaints. Many dissatisfied customers just
quietly take their business elsewhere. Therefore, organizations that are truly committed to
delivering Superior Customer Performance work hard at providing their customers opportunities
to complain. What opportunities exist for your organization to more aggressively invite and
receive customer complaints? No organization is so perfect in the delivery of Superior Customer
Performance that significant levels of dissatisfaction (the source of complaints) do not exist. No
news from customers regarding your performance is not necessarily good news.
Stellar customer service is the cornerstone of a successful business, right? Then why is it that so
many companies are ignoring important feedback from their customers? Today, customer service
should be directly affected by customer experience. These four areas of customer experience
should not, under any circumstances, be ignored.
First-Time Complaints
it’s tempting to ignore new customer complaints; after all, this is just their first time dealing with
your company. Maybe their bad experience was a fluke and they’ll be happier as time goes on,
right? Wrong.
First-time complainers are maybe the most important of the bunch and their problems need to be
handled immediately. Customer service reps have to do some serious hand-holding when it
comes to new clients who are already upset. Give them extra attention and fix their problem
immediately, otherwise you may have lost your new customer before you even had them.
Serial Complaints
whether one customer is constantly complaining about the same thing, or several customers are
complaining about the same thing, a serial problem needs to be fixed. Since the problem keeps
arising, there’s something wrong with the system; either the customer is unclear in their
expectations, or the process is faulty. Either way, the problem has to be fixed because it won’t go
away on its own.
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retain them as a customer if you start resolving the problem right away. Even if they’re unhappy
at the moment, providing superior customer service will help instill even more trust in your
company.
In order to run a successful business, management and customer service reps have to open their
ears to what people are saying. Listening isn’t always enough, though—developing a process to
deal with these issues, particularly repeat problems, is the only way to keep your business on the
right track.
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Response: Remain unfailingly objective. Use accurate quantified data to backup your response.
Be sure the adjustment is in keeping with what the organization would normally do under the
circumstances. Consider asking "What can I do to make things right?" after the first "not good
enough.
As well as having a complaint policy, it's also good to have a procedure to show staff and
customers the steps that you take when dealing with complaints.
A complaint handling procedure ensures complaints are dealt with the same way every time.
Here is a sample procedure for handling customer complaints consistently.
1. Listen to the complaint. Accept ownership of the problem. Apologise. Don't blame
others. Thank the customer for bringing the problem to your attention.
2. Be understanding. Remember, the person is complaining about your business, not about
you personally. Be calm, cheerful and helpful. Where possible, let the customer know
that you will take responsibility for resolving the problem.
3. Record the complaint. Detail the complaint so that you and other staff know exactly
what the problem is. Have one place to record complaints and the actions taken to resolve
them. This lets you see any patterns emerge over time. Complaints about a particular
process or product might indicate that changes need to be made. Staff can also see what
was done to resolve complaints in the past.
4. Make sure you have all the facts. Check that you understand the details while the
person is making the complaint, and ask questions if necessary. This will also let them
know that you are taking their complaint seriously.
5. Discuss options for fixing the problem. At the very least, a sincere apology costs
nothing. But think about what this complaint could cost you in lost business or a
complaint to the Equal Opportunity Commission. Maybe you can provide a free product
or discount a future service.
6. Keep your promises. Don't promise things that you can't deliver. In handling complaints
it is better to under-promise and over-deliver.
7. Be quick. If complaints take several days to resolve or are forgotten, they can escalate.
8. Follow up. Record the customer's contact details and follow up to see if they were happy
with how their complaint was handled. Let them know what you are doing to avoid the
problem in the future.
9. Reward your staff. Encourage and reward your staff for dealing with unhappy
customers and handling their complaints well.
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No matter what your company offers, people will complain.
If you sell a product that product will occasionally fail, if you sell a service that service will
occasionally be subpar, if you give someone a free house they will have to pay taxes, if you
establish world peace you will be forcing millions in the defense industry out of a job
Your company will never be all things to all people. And it shouldn’t strive to be. A company
that offers everything offers nothing.
If a person reaches out to complain and they are at least moderately reasonable don’t ignore them
(if a person reaches out and acts like all of the puppies in the world will just die if you don’t give
them something for free, this post might not apply).
“We’d like to talk to customer service please”
Now, I don’t expect every company to acknowledge the complaints of every Tom, Dick, and
Harry that tweets about it but I do expect the company to make an effort. Aside from those that
are vitriolic and not constructive, each complaint about your company or service should be
addressed and handled with care.
And that doesn’t necessarily mean bending over backwards to give the customer what they want
or appeasing their every need. We’ve talked before about finding the right customer for your
product. Sometimes helping a person with a complaint is as simple as realizing that they aren’t
the right customer for your product and helping them to understand why. There’s no one size fits
all solution to every customer complaint but there is an overarching strategy that can help guide
your responses to each individual complaint in a way that is constructive for both you and your
customer.
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Others Procedures for handling customer complaints
Customer complaints are usually about poor service, faulty goods or goods that don’t meet the
customer’s needs. A skilled employee can turn a customer complaint into a positive experience
for the customer.
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customer doesn’t have to repeat the problem to your supervisor, as this can become frustrating to
the customer. If immediate assistance from a supervisor is not possible, tell the customer that
their complaint will be looked at as soon as your supervisor is available. A follow up phone call
after any complaint is a very good way of ensuring the customer will be a repeat customer.
Sometimes a customer can be so angry that they will raise their voice at you immediately. Do not
take this personally and raise your voice back at them. Their intention is often to create a ‘scene’
and to make other customers uncomfortable. They hope that this will make you give them what
they want immediately, to avoid upsetting other customers. In this situation, do not raise your
voice, stay calm and continue to question them about their grievance. Often you will have to
repeat a question as they were so upset they didn’t answer it the first time you asked. Use
respectful language and don’t be rude to the customer, no matter how rude and inconsiderate
they are being to you. Try to move them away from other customers, or maybe take them to the
office or a more isolated part of the shop. Without an audience they will settle down.
If you feel the situation is beyond your ability to deal with, call for assistance from your
supervisor. When your supervisor arrives, paraphrase the customer’s problems so the customer is
made aware that you were paying attention. It also avoids the customer becoming upset again by
having to repeat the problem.
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Every complaint is different but the steps for dealing with them should be the same.
As well as having a complaint policy, it's also good to have a procedure to show staff and
customers the steps that you take when dealing with complaints.
A complaint handling procedure ensures complaints are dealt with the same way every time.
Here is a sample procedure for handling customer complaints consistently.
Listen to the complaint. Accept ownership of the problem. Apologise. Don't blame others. Thank
the customer for bringing the problem to your attention.
Be understanding. Remember, the person is complaining about your business, not about you
personally. Be calm, cheerful and helpful. Where possible, let the customer know that you will
take responsibility for resolving the problem.
Record the complaint. Detail the complaint so that you and other staff know exactly what the
problem is. Have one place to record complaints and the actions taken to resolve them. This lets
you see any patterns emerge over time. Complaints about a particular process or product might
indicate that changes need to be made. Staff can also see what was done to resolve complaints in
the past.
Make sure you have all the facts. Check that you understand the details while the person is
making the complaint, and ask questions if necessary. This will also let them know that you are
taking their complaint seriously.
Discuss options for fixing the problem. At the very least, a sincere apology costs nothing. But
think about what this complaint could cost you in lost business or a complaint to the Equal
Opportunity Commission. Maybe you can provide a free product or discount a future service.
Keep your promises. Don't promise things that you can't deliver. In handling complaints it is
better to under-promise and over-deliver.
Be quick. If complaints take several days to resolve or are forgotten, they can escalate.
Follow up. Record the customer's contact details and follow up to see if they were happy with
how their complaint was handled. Let them know what you are doing to avoid the problem in the
future.
Reward your staff. Encourage and reward your staff for dealing with unhappy customers and
handling their complaints well.
Six Steps to Dealing with Customer Complaints
1. Listen carefully to what the customer has to say, and let them finish. Don't get
defensive. The customer is not attacking you personally; he or she has a problem
and is upset. Repeat back what you are hearing to show that you have listened.
2. Ask questions in a caring and concerned manner.
The more information you can get from the customer, the better you will understand his or her
perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
3. Put yourself in their shoes.
As a business owner, your goal is to solve the problem, not argue. The customer needs to feel
like you’re on his or her side and that you empathize with the situation.
4. Apologize without blaming.
Process Customer Complaints
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When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't
blame another person or department. Just say, "I'm sorry about that.”
5. Ask the customer, "What would be an acceptable solution to you?"
Whether or not the customer knows what a good solution would be, I’ve found it’s best to
propose one or more solutions to alleviate his or her pain. Become a partner with the customer in
solving the problem.
6. Solve the problem, or find someone who can solve it— quickly!
Research indicates that customers prefer the person they are speaking with to instantly solve their
problem. When complaints are moved up the chain of command, they become more expensive to
handle and only add to the customer's frustration.
There is no getting around customer complaints, regardless of your industry. However, by
employing these steps and taking the time to review the issue with the customer, you can turn
challenges into something constructive.
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It is easy to forget the fact that business is all about relationships. Relationships with your current
customers, but with vendors, former customers, clients, the community, and more
The Perfect Apology, a site dedicated to helping readers craft the perfect mea culpa, understands
this relationship connection between a business and customer. It offers the following strategy
about how to protect that relationship:
1. Look at the reason behind your business apology and who has been affected by the situation.
2. Determine the most appropriate way to apologize and when that apology should be given.
3. Ask and answer the following four basic questions:
What are you apologizing for?
Who are you apologizing to?
How do you apologize?
When should you apologize?
When someone complains, it’s not the end of the relationship. Instead, it’s an opportunity. It’s a
chance to strengthen that relationship and rebuild it.
Business is about relationships. Complaints are a chance to preserve and build relationships.
How to Apologize Face-To-Face
When I was in the first grade, a teacher of mine told us that if we were going to apologize to
someone, sorry is never enough. When you apologize you should state their name, tell them what
happened, tell them why it happened, and that you’ll never do it agin.
As I’ve been doing research on business apologies, I’ve been learning this form of apology is
what most businesses use. It’s a five-step process.
Apologize. Actually say you are sorry. Don’t say that you are “sorry they feel that way” but say
“I am sorry.”
State what you did wrong. Make sure you inform the customer what your business did wrong.
This is you owning up to your mistakes and taking ownership of them.
Acknowledge how they are feeling. Imagine yourself in their shoes, and let them know you
understand (or are trying to understand) how the situation made/makes them feel.
Express regret. Let them know you feel bad about the situation.
Promise it won’t happen again. It’s hard to promise that something will never happen again, but
you can at least mention how you will do your best to prevent a mistake from happening again.
A crisis is never fun but it does give you an opportunity to build a lasting relationship with your
audience. Of course, this is based on how you handle it.
Customers Value Apology More
What do customers value more? An apology or some form of monetary value in exchange for the
poor experience?
The Nottingham School of Economics conducted a study and found that unhappy customers are
more willing to forgive a company that offers an apology rather than monetary compensation.
Why would customers be more willing to forgive a company that offers an apology?
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Researchers theorized that when customers hear “I’m sorry”, it triggers an instinct to forgive. It’s
an instinct that is difficult for people to overcome.
I have to admit that the results of this study came as a surprise for me.
From my experience, I know customers always value a genuine apology. I’m on the marketing
team for a sandwich shop and like anyone in the food industry knows, mistakes happen.
Typically when a customer complains, we apologize and offer to send them something in the
mail. That something is usually a free sandwich. We’ll typically say something that directly
addresses their poor experience, apologize for it and ask for them to give us another chance to
make up for their poor experience. I believe this is a good balance between an apology and
compensation.
What’s the big takeaway?
Don’t use the word “if”. An apology that is “if I offended you, I’m sorry” is basically saying “I
don’t understand how you can be offended, but if you are so sensitive to being offended, let me
apologize.” That’s not the vibe you want to give off to your customers. You don’t want to insult
them again. Just say, “I’m sorry we offended you.” That’s straight to the point and you took
ownership of the situation.
Don’t give excuses. Excuses are tempting because there is usually a reason behind your actions.
Yet excuses are easily one of the most annoying things about apologies. “I’m sorry I offended
you, but I was just following customer policy.” Even if you have an actual reason as to why a
situation occurred, refrain from making excuses. You can explain the situation, but don’t use an
excuse. It will make your apology less genuine.
Make it brief. Keep your apology short. It’s easy to ramble on, but don’t. Short and sweet is the
rule. This will make it seem more genuine and less about you.
The sooner the better, the time frame on giving an apology does expire. Don’t delay an apology.
50% of consumers give a brand only one week to respond to a question before they stop doing
business with them, according to Right Now Customer Experience Impact Report. If possible,
apologize before the customer even knows about the situation. It will make the customer trust
you more. For business, trust is everything.
Value the relationship. You don’t always need to be right. The value of a relationship will often
overshadow your need to be right. By arguing about who is right and who is wrong, you’re doing
more damage. Does it matter who is right? Will it harm the relationship between you and the
customer? Is it worth it?
Create an apology policy. If you have multiple employees, it can be hard to keep everyone in the
loop on what’s the best way to apologize. Even if you are the only person in your company, an
apology policy will help keep you on track with consistent and level headed responses. Method
for dealing with complaints, Starbucks’ baristas are trained to respond to complaints by Listening
(L), Acknowledging (A), (T) Taking Action, Thanking (T), and Explaining (E). There is
emphasis on listening first and only lastly on explaining what happened. Try to create an easy to
remember policy that will help you and your employees deal with complaints.
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LO2 Refer complaints
o Identifying complaints that require referral to other personnel or external bodies
o Making referrals to appropriate personnel for follow-up in accordance with individual
level of responsibility
o Forwarding all documents and investigation reports
o Following-up appropriate personnel to gain prompt decisions
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request mediation, by writing to the Commission or, preferably, by using the On-line Mediation
Referral Form. Note that mediation in the case of equality complaints can only be offered by the
Director of the Equality Tribunal following receipt of an official complaint. Also, an early
resolution service in the case of workplace relations complaints may be offered to the parties to
the complaint.
The aggressive type is an extrovert who is controlling, practical and decisive. To get on their
wavelength, avoid small talk and get straight down to business. Give them options so they feel
they're staying in control. Aggressive complainers are most difficult to please and are often more
concerned with displaying their emotion than actually achieving a solution.
The expressive customer is also an extrovert but they are also more sociable and impulsive. They
will respond to an enthusiastic presentation style and need time to talk. Go for the big picture and
avoid too much detail if you want to win over an expressive customer.
Their social nature means that expressive customers are more likely to complain openly to others
but possibly not directly to you. They may use social media to express their dissatisfaction -
which will give their complaint a public airing. You should consider responding publicly, swiftly
and positively in return.
The passive person is an introvert. They are friendly but can be totally indecisive. You cannot
hurry this type of customer. They hate sales pressure and need assurance.
Passive complainers are the most lethal to a business’s success, as they will complain to
everyone but the actual business. Since the business is left unaware of their error they cannot
correct it and the only thing a passive complainer succeeds in doing is depriving the company of
potential business.
The constructive customer is organized and critical. They are perfectionists who can suffer from
'paralysis under analysis'. Give them plenty of detail and proof to win them over. Constructive
complainers are most beneficial to a business since they are analytical and address their problem
to the business in a calm, rational and detailed manner. This means you can identify the exact
cause of the problem, making it easier to address and help you avoid future problems.
Whatever type of complainer they may be, it is important to deal with all complaints with the
utmost care. After all, the customer is essential to business success.
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LO3: Exercise judgement to resolve customer service issues
o Identifying implications of issues for customer and organisation
o Analyzing, explaining and negotiating appropriate options for resolution with customer
o Proposing viable options in accordance with appropriate legislative requirements and
enterprise policies
o Ensuring matters for which a solution cannot be negotiated are referred to appropriate
personnel
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4. Make it Better with a Little Extra – after you’ve made it fair, then make it better. You can
easily do this without breaking the bank. Simply provide them with an extra percentage off their
next purchase. Or give them a $10 gift card. You could even send the customer a coupon code
for free shipping on their next order. The little things matter.
No matter what the situation, if you make the customer feel heard, worthwhile, and fairly dealt
with, your little extra at the end will delight them. The cost of obtaining new customers is far
above that of retaining repeat clients, so be responsible—for both the problem and the solution.
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When is judgment needed? If something is black-and-white, little judgment is needed. If it is
clear what needs to be done, because it’s been done before, or there is a clear procedure, then
little judgment is needed. Judgment is needed in:
Situations where emotions are strong, e.g. underperformance, breach of rules, errors,
strongly held views.
Unique or uncertain situations where policies and procedures are unclear or ambiguous.
New situations where there are little or no precedent.
Sensitive situations that involve protocols, privacy, confidentiality, discretion.
Situations where the evidence or facts are not clear-cut or widely agreed.
Situations where information is lacking or insufficient.
What are specific examples of showing judgment? As with other behavior-based responses, you
can use the SAR structure.
What was the situation or context in which you needed to demonstrate judgment?
What actions or approach did you take in exercising judgment?
How was the situation resolved?
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other people read the complaint, it shows you care about what your customers say and take
action. People will trust a business that does something over nothing.
Respond to positive feedback. Social media allows you to build trust with your audience before a
complaint is even made. If you interact with your audience, retweet, mention, and ask questions,
they’ll have a positive image of you. By building this relationship, if something does go wrong,
they feel like they can trust you, and will let you know in a nicer way.
Respond quickly. Don’t check your social media accounts every few days, check them multiple
times an hour.
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