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    AHMAD NAZREEN BIN AHMAD ZUBAIRI STUDENT
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    The document is a report on customer satisfaction from a call center in 2022. It provides statistics on the number of incoming calls, surveys completed, and customer satisfaction ratings. Key findings are that 69% of customers responded to the survey, with 205,593 customers reporting being very satisfied or satisfied. The report also identifies 5 criteria for difficult customers and 5 techniques for customer service officers to use when handling difficult customers, such as listening, keeping calm, and avoiding putting customers on hold.

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    The document is a report on customer satisfaction from a call center in 2022. It provides statistics on the number of incoming calls, surveys completed, and customer satisfaction ratings. Key findings are that 69% of customers responded to the survey, with 205,593 customers reporting being very satisfied or satisfied. The report also identifies 5 criteria for difficult customers and 5 techniques for customer service officers to use when handling difficult customers, such as listening, keeping calm, and avoiding putting customers on hold.

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    © All Rights Reserved
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    7 views12 pages

    Slide Presentation

    Uploaded by

    AHMAD NAZREEN BIN AHMAD ZUBAIRI STUDENT
    The document is a report on customer satisfaction from a call center in 2022. It provides statistics on the number of incoming calls, surveys completed, and customer satisfaction ratings. Key findings are that 69% of customers responded to the survey, with 205,593 customers reporting being very satisfied or satisfied. The report also identifies 5 criteria for difficult customers and 5 techniques for customer service officers to use when handling difficult customers, such as listening, keeping calm, and avoiding putting customers on hold.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    of 12

    Name: Ahmad Nazreen Bin Ahmad Zubairi

    Cluster of Business Management


    Open University Malaysia
    Matriculation No: 920223086123001
    Bachelor of Business Administration
    OUMH2203
    English For Workplace Communication

    Report on the findings of


    Handling Difficult Customer 2022
    OUMH2203
    English For Workplace Communication
    Customer are the most valuable asset

    Targets that need to be achieved

    Congratulations to all Customer Service


    OUMH2203
    English For Workplace Communication
    Customers are always
    looking for the best
    experience for their
    services

    Customers become loyal


    to organizations that
    meet their needs and
    expectations

    Providing the best


    customer experience will
    increase customer
    satisfaction

    Customers will stay with


    the organization,
    referring their friends
    and family
    OUMH2203
    English For Workplace Communication

    2022 Customer Satisfaction Report


    Average Incoming Calls 451,854 No. of Survey
    1500 – 1800 per days

    Not Respond to
    Survey
    31%
    Respond to Survey
    657,000 Not Respond to Survey

    Incoming Respond to Survey


    69%
    Calls
    On 2022

    204,789
    OUMH2203
    English For Workplace Communication
    2022 Customer Satisfaction Report
    Overall Rating
    Overall Rating

    205,593

    110,705
    100,000

    38,889

    1,667

    Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied


    OUMH2203
    English For Workplace Communication
    2022 Customer Satisfaction Report
    Satisfaction Rating
    350,000

    300,000

    250,000

    200,000

    150,000

    100,000

    50,000

    0
    1st Qtr 2nd Qtr 3rd Qtr
    OUMH2203
    English For Workplace Communication
    Findings On Handling Difficult Customer

    Easy to lose patience

    Did not give a chance for the customer service


    officer to provide an explanation
    Difficult
    Customer
    Often use abusive words
    Criteria

    Did not accept the proposed solution given

    Always feel they are right


    OUMH2203
    English For Workplace Communication
    Findings On Handling Difficult Customer
    History with
    unprofessional
    customer
    service officer

    Unintended Difficult Facing with the


    technical Customer same issue
    glitches frequently
    Factor

    Problems
    faced during an
    emergency
    OUMH2203
    English For Workplace Communication
    Five Techniques Productive Customer Service Officer

    Listen

    Make the Remain


    caller happy Calm

    Avoid the Repeat


    hold button Information
    OUMH2203
    English For Workplace Communication

    452,000
    Customer is customers
    valuable asset responding
    to the survey
    Always 205,000
    Customer need Customers adhere to did not
    to answer the satisfied with
    survey our service policies and responding
    guidelines to the survey

    CONCLUSION CONCLUSION

    Always looking Roles and 5 main


    forward to responsibilities criteria for 111,000
    improve our to achieve the difficult very satisfied
    service target customers
    657,000 1,667
    incoming calls
    for the year very
    2022 unsatisfied
    OUMH2203
    English For Workplace Communication

    THANK YOU

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