Secrets of Successful Complaint Handling is a practical guide to gearing your organisation up to be briliant at hearing and dealing with your customers' views. If your organisation is trying to build stronger customer relationships, you will find a host of ideas and tips to help you. Inside, you'll hear about how to apply the five golden rules of service recovery: 1. Don't Screw Up 2. FIx It Before They See It 3. Be There And Fix It Fast 4. Listen, Listen, Listen and 5. Give and Learn
Table of Contents
Contents and Index Introduction Five Worst Complaint Handling Responses Five Golden Rules of Smart Complaint Handling Chapter 1: Don't Screw Up Why Customer Expectations Aren't Met Causes of Unmet Customer Expectations Start with the Customer Experience Definition Customer Experience Map Sample Customer Experience Definition - Detail Hard Standards Soft Standards Causes of Unmet Customer Expectation 1. Product or Service Specification 2. Communication Process 3. Training 4. Performance Management 5. Quality Assurance & Quality Management Systems Quality Management System Process Approach 6. Resource Planning Resource Planning Techniques 7. Marketing Materials 8. Supplier Agreements It may not be our fault, but we'll fix it anyway Contingency Planning Fixing it before the customer sees it 1. Near Miss Monitoring 2. Critical Items (red, amber and green) 3. In the Customers' Shoes 4. Rent a Hacker Chapter 3: Be There and Fix It Fast Disappointed Customer's Options - and the consequences Proactive Service Recovery Chapter 4 Listen, listen, listen - From Tiger to Pussycat 1. Giving Your Customers a Way To Be Heard a. Senior employee approaching customer directly for feedback b. Front line staff passing customer to the manager c. Video booths to record customer comments. d. Customer Comment Form e. Email address for a Customer Service Department f. Telephone number for a Customer Service Department g. Mailing address for a Customer Service Department h. Customer Satisfaction Survey Customer Survey Process i. Customer Listening Forums j. Corporate Hospitality Events There's a Problem... 2. The Marco Mindset 3. From Anger to Information First Impressions Language Body Language What You Need To Know Chapter 5: Give and Learn Service Recovery Gestures Learn from the Complaint 1. Capture 2. Review 3. Analyse 4. Allocate Costs Acknowledgements About the Author How This Book Came About
lare Moore runs a successful speaking, training and consultancy business called Business Jigsaw. She comes from a family of entrepreneurs and broke with tradition by going to business school and then joining the graduate programme of a major airline. In her 9 years with BA, she worked in Operations, Sales, Marketing and managed the Customer Relations department as well as the customer service for BA's Frequent Flyer programme, "Executive Club". She then moved to be Head of Customer Relationship Management post with a large telecoms firm before starting Business Jigsaw.