Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials

Handle Complaints

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

By the end of the Power Hour you will be able to:• Describe why people complain, and what they want

when they complain• Use a 7-step approach to handling complaints to

bring about a positive result• Suggest practical things that you can

do to follow-up complaints and make sure that they don’t escalate

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

Why People Complain

Sources of Complaint

Disappointed with the product/

service

Bad attitude

Passing the buckBlaming the customer

Broken promises

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training MaterialsTrain the Trainer Oct 2011

Triggers and EscalatorsTriggers tend to be factual

things that cannot be denied. A product didn’t work, a service engineer

did not honour their appointment and so on.

They are often outside of our direct control.

Escalators tend to be emotional things that relate to attitude and

behaviour, and how the customer feels they are being treated. They are

usually completely within out direct control

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

What Customers Want1. To be taken seriously 10. Knowledgeable help

2. Competent, efficient service 11. Friendliness

3. Anticipation of their needs 12. To be kept informed

4. Explanations in their terms 13. Follow-through

5. Basic courtesies 14. Honesty

6. To be informed of the options 15. Feedback

7. Not to be passed around 16. Professional service

8. To be listened to (and heard) 17. Empathy

9. Dedicated attention 18. Respect

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

A 7-Step Approach

Listen Apologise Summarise Ask Reassure Take Ownership Keep Talking

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

Quick Wins for Handling Complaints• Smile. A genuine smile. Nothing helps people to connect people more

quickly or more easily.• Establish eye contact. Looking at someone one shows the customer that

they have your full attention.• Don’t invade personal space or touch someone suddenly. It can feel

uncomfortable, and remember, different cultures have different standards.• Make time to deal with the customer. Give them your undivided attention.

Move to a more private area if it is appropriate and possible.• Empathise. Showing you care doesn’t mean you agree, just that you

understand the other point of view.• Match body language and speech. People prefer to deal with people they

trust - so the more someone can relax with you, the more likely they are to work with you.

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

Quick Wins for Handling Complaints• Deal with the person, before you attempt to deal with the problem. Let

the customer ‘blow off steam’, before you try to solve the problem.• Make the other person feel important. We all need to feel valued, and this

is key to getting people on your side.• Be positive. Focus on what you CAN do, rather than what you can’t do. If

you can’t authorise a refund, saying this will not help the customer. Saying that you can speak to your supervisor about authorising a refund is much more positive.

• Never blame the process. The customer doesn’t care about your system, process or procedure. Never blame poor service on the process – it will only make matters worse.

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

Follow-Through• Never fob the customer off with excuses. • Be realistic about what can be achieved and when. • Under promise and over deliver. • Focus on what you can do personally. • Make specific requests of your colleagues when

investigating matters, and give them timescales • Chase up requests, and keep asking questions until you

get a response that is helpful• Don’t make assumptions about what is/is not possible. • Focus on resolving the problem. • Maintain regular contact with the customer.

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

Make it Work at Work

What are you going to DO as a result of

this Power Hour Session?

Handle Complaints

Http://www.power-hour.co.uk – Bite Size Training Materials 2012

These slides have been produced as an optional resource to support a Bite-Size Training session on this

subject.A full set of materials, including detailed Session

Leader’s Guide, Delegate Workbook and supporting activities can be purchased from our Training Shop

Our Training materials are licence-free, but are for use by the purchaser only.

They CANNOT be passed or sold on.