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    Customer Feedback and Complaint Handling (B)

    Uploaded by

    Julius Ceasar Parojinog

    Copyright:

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

    Customer Feedback and Complaint Handling (B)

    Uploaded by

    Julius Ceasar Parojinog
    9 views14 pages

    Original Title

    Customer Feedback and Complaint Handling [ b ]

    Copyright

    © © All Rights Reserved

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    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    9 views14 pages

    Customer Feedback and Complaint Handling (B)

    Uploaded by

    Julius Ceasar Parojinog

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    You are on page 1of 14

    B.

    DEVELOP PROCESSES FOR


    EFFECTIVELY ADDRESSING AND
    RESOLVING CUSTOMER COMPLAINS
    .

    TO ENHANCE SATISFACTION AND


    LOYALTY
    1. ESTABLISH CLEAR CHANNELS OF
    COMMUNICATION:
     Provide multiple channels for customers to submit complaints,
    such as phone, email, chat, and social media.
    2. TRAIN CUSTOMER SERVICE
    REPRESENTATIVES:

     Ensure that your customer service team is well-trained in active listening, empathy, and
    problem-solving techniques.
    3. IMPLEMENT A COMPLAINT
    TRACKING SYSTEM:

     Use a system to track and manage complains from


    receipt to resolution. This helps in prioritizing and
    monitoring progress.
    at
    ea
    g ckn
    th ow
    e
    e i m k le d
    ve n ge
    d ow m
    an t en
    d ha t t
    is t t o
    be he
    i n ir
    g
    COMPLAINT :
    4. ACKNOWLEDGE RECEIPT OF
    5. INVESTIGATE THOROUGHTLY:

     Gather all necessary information related to the complaint,


    including customer details, transaction history, and any
    supporting evidence.
     Aim to resolve complaints as quickly as possible. If immediate resolution is not possible,
    provide a timeline for resolution and keep the customer update on progress.
    7. OFFER SOLUTIONS:

     Present the customer with viable solutions to address their complaint. This may involve
    issuing refunds, offering discounts, or providing replacements.
    8. FOLLOW UP:

     After the complaint has been


    resolved, follow up with the
    customer to ensure their
    satisfaction and to gather
    feedback on the resolution
    process.
    9. LEARN AND IMPROVE:

     Analyze trends in complaints to identify recurring issues and areas for improvement in
    products, services, or processes.
    10. EMPOWER EMPLOYEES:

     Give employees the


    authority and resource
    they need to resolve
    complaints effectively
    without unnecessary
    escalation.
    11. DOCUMENT AND SHARE INSIGHTS:

     Document all complaints and resolutions for future reference and share insights with
    relevants departments to prevent similar issues from arising in the future.
    12. SEEK COMTINUOUS FEEDBACK:

     Encourage customers to provide feedback on the complaint resolution process to identify


    areas for improvement.
    “
    THANK YOU

    ”
    .

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