Chapter 5
Resolving Customer
Problems and Complaints
Objectives
Describe the activities involved in proactive
problem solving
List reasons that customers complain and
describe the process for handling those
complaints
Discuss approaches to use when handling angry
customers
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Solving Customer Problems
Use Proactive Problem Solving and Customer
Self-Service (CSS) to exceed customers’
expectations by anticipating and solving
problems before they occur.
Example: At the time of sale, educate and inform
buyers about extra costs and possible delays.
CSS empowers customers to go to a company’s website
and readily find information, view a bill, analyze
service usage, compare rate plans, order new products
and services.
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Solving Customer Problems
When writing service-related email to customers,
remember to
Restate the customer’s question in the opening
paragraph of the email
Use headings to organize the email
Make the email brief by linking to detailed
information online
Use consistent formatting to indicate procedures or
instructions
Write for easy reading and comprehension
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First-Call Resolution (FRC)
FCRs are calls that CSRs resolve on that
first call by the customer.
FCRs positively affect a company’s bottom
line because nearly 80% of the time and
cost of providing customer service is spent
on service resolution.
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The Quiet Customer
Categories of the Quiet Customer
1.
2.
3.
4.
5.
Chapter 5
The Satisfied Client
The Accumulator
The Thinker
The Runner
The Busy Bee
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Resolving
Customer Complaints
The overriding
reason
customers
complain is
because their
expectations for
the product or
service have not
been met.
Chapter 5
Why customers complain:
Poor service or product quality
Lower prices elsewhere
CSRs lack of knowledge
Company policies that create
bureaucracy
CSRs inability to solve
problems
Inflexible service
Slow responses
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Steps in the Complaint–
Handling Process
1.
Screen and log in
information
2.
Listen
3.
Empathize
4.
Solicit feedback
5.
Apologize
Chapter 5
6. Deliver bad news
positively
7. Take ownership
and formulate a
solution
8. Communicate a
solution
9. Follow up
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Problem-Solving Process
(Five Steps)
1.
2.
3.
4.
5.
Identify the problem
Analyze the problem
Identify decision criteria
Develop multiple solutions
Choose the optimal solution
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Dealing with
Unruly Customers
Why customers get angry:
The customer didn’t get what was promised or
what was expected.
Someone was rude to the customer.
Someone was indifferent to the customer.
No one listened to the customer.
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Customer Emotions and
Service Recovery
When customers are dissatisfied, they become
difficult, frustrated, and quick to anger.
A genuine apology is an excellent first step to
diffuse customer anger.
Know the difference between trigger phrases and
calming phrases when dealing with customer
emotions.
Service recovery examples: cash refunds, credits,
discounts, and apologies.
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Chapter 6
Recovering From and Winning
Back the Angry Customer
Objectives
Describe the five types of customers who defect
and why they do so
Describe the various types of feedback survey
instruments
Identify ways to recover from an angry customer
Identify the key points of a win-back message
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Understanding Why
Customers Leave
1.
2.
3.
4.
5.
Unintentionally pushed-away
Intentionally pushed-away
Pulled-away
Bought-away
Moved-away
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Understanding Why
Customers Leave
Indications that a customer is defecting
The squeaky wheel
The product return
The quiet customer
A slow pay
Falling revenue and reduced sales volume
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Getting Feedback
from Customers
Feedback Tools
Web-based surveys
Mailed surveys
Telephone surveys
Comment cards
Focus groups
Feedback forms
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Issues to Measure on
Feedback Surveys
Ability to meet deadlines
and on-time delivery
Accurate invoice amounts
Clear and helpful invoices
Clear and helpful quotes,
estimates, and proposals
Follow-through on
commitments
Overall value and range
of products and services
Chapter 6
Presence of competent
people and helpful CSRs
Price
Problem-resolution
approach
Prompt problem solving
Prompt shipments
Quality of product or
service
Shipments that match
orders and specifications
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Feedback Sources
Employees
Comment cards
Competition
Documentation and records
Mail surveys
Telephone surveys
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The Mystery Shopper
A third-party person who anonymously
and objectively evaluates a business
relative to customer service, product
quality, store presentation, and other areas
These evaluators follow specific
instructions during visits, complete written
reports, and help to identify strengths and
weaknesses of the business being visited
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Interpreting Customer
Feedback
Use thorough data-gathering and analysis
techniques before acting on complaints.
Do not spend lots of time, energy, and money
gathering complaint data and then do nothing
with it.
Do not take feedback results personally.
Inform customers about the impact their
feedback has had on the way issues will be
addressed.
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Recovering from the
Angry Customer
Listen and empathize
Apologize
Fix the problem quickly and fairly
Keep your promises
Make realistic and achievable promises
Thank the customer
Offer some form of compensation
Follow up
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An Effective Win-Back Plan
Win-back messages should
Acknowledge the customer’s past patronage
Point out improvements and changes made
since the customer’s decision to stop buying
Emphasize the ease with which the customer
can re-engage and place another order
Provide a financial incentive, if possible
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Chapter 7
Problem-Solving, Time and Stress
Management Skills
Objectives
Describe the steps involved in solving customer
problems
Identify techniques to better manage time
Discuss the importance of stress management
Argue the difference between positive and
negative stress
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Practicing ProblemSolving Skills
Problem solving with customers is a process that involves
four steps:
1. Determine whether the situation is a disagreement or a
true conflict of interest.
2. Analyze your interests and the customer’s interests.
3. Brainstorm solutions and generate ideas together.
4. If step 3 doesn’t resolve the situation, make some
mutual low-priority concessions.
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Practicing Problem-Solving
Skills
The price of service goes up when
complaints are passed on to the next level
in the organization.
Accessibility, ownership, explanation of
policies, and follow-through promote
effective problem solving in the most
efficient manner.
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Improving Time-Management
Skills
While organizing your time, ask yourself:
What do I want or need to do that I am currently not
doing?
What do I want or need to complete that has not yet
been completed?
What do I want or need to start that has not yet been
started?
What do I want or need to say that I am not saying?
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Time-Management Tips
Know your purpose
Keep your time in perspective
Plan ahead
Set your priorities
Break a project into smaller pieces
Pace yourself
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Procrastination and
Time Management
Procrastination is the act of putting something off
and comes in several forms:
Not wanting to do the task
Interrupting yourself
Making the project too big
Convincing yourself of defeat
Rationalizing it away
Feeding poor self-esteem
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Organizational Skills
Some activities to use as a matter of routine
Prepare a monthly schedule
Prepare a file folder for each item on your
schedule
Rely on technology
Organize your work area
Manage your communications
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Understanding Stress
When unregulated, uncontrolled, or ignored,
stress can be harmful to your health and wellbeing.
Conversely, too little stress can lead to apathy,
fatigue, and illness.
The key is to find and maintain a personal
balance that works for you at each state of your
life.
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Stress: Causes and
Ways to Reduce
Causes of Stress
Lack of control
Lack of confidence
or self-esteem
Chapter 7
To reduce stress
Don’t worry
Set goals
Finish unfinished
business
Resolve conflicts
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Managing Stress
Pay attention to yourself
Don’t try to control everything
Alter your lifestyle
Change your thinking
Create an outlet
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Chapter 8
Communication Essentials
Objectives
Explain each of the elements in the
communication process
Identify the behaviors of people who
communicate using different communication
styles
Compose examples of open, probing, closed,
alternative choice, leading, and direct questions
Understand the fundamentals of business
writing
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The Basics of
Communication
Communication
has been
successful if
there is shared
understanding
between two or
more persons.
Seven elements in the
communication model
1.
2.
3.
4.
5.
6.
7.
Chapter 8
The sender
The receiver
A message
Signals
The brain
Shared understanding
Feedback
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Service-Oriented
Communication
Listening skills that make
the other person feel
heard
Questions framed in a
respectful manner
A willingness to perform
the work needed to reach
a desired goal
An ability to remain calm
and centered, despite
chaos or challenge
Chapter 8
Flawless follow up
A demonstrated
understanding of the
other person’s perspective
An ability to anticipate
the client’s needs
A calm and pleasant tone
of voice
Honest communication
Ease with admitting fault
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Communication Styles
Aggressive–closed-minded, listens poorly
Fosters resistance, defiance and retaliation
Passive–indirect and hesitant to say what is on
the person’s mind
Tends to agree externally, while disagreeing internally
Assertive–an effective active listener
Is open to negotiating, bargaining, and compromising
in ways that everyone wins
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Communicating with
Customers in Person
When asking questions, use an assortment of
Open questions
Probing questions
Closed questions
Alternative choice questions
Leading questions
Direct questions
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Communicating with
Customers in Person
When answering questions, first
Understand the question
Decide whether you know the answer
Remember, you are the expert
Take enough time
Smile
Never answer a question with a question
Be careful with your power
When you don’t know, admit it
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Positive Language versus
Negative Language
Positive Language
Projects a helpful,
encouraging feeling
rather than a
destructive, negative
one
When used, it softens
the impact of
unpleasant news
Chapter 8
Negative Language
Conveys a poor image
to customers and may
cause conflict and
confrontation where
not necessary or
desired
Examples of negative
words: cannot, won’t,
will not
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Fundamentals of Business
Writing
CSRs need to compose documents (emails to
formal letters) that educate, persuade, inform, or
enlighten the customer.
Most important strategy when writing is to be
clear.
The costs of sloppy and poorly written documents
with spelling and grammatical errors can be
staggering to organizations.
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Steps to Use when Writing
Business Documents
Identify the audience, then put yourself in your
audience’s shoes as you write for understanding.
Write clearly with a purpose in mind.
Present your message in concise, easy-to-understand,
and grammatically correct language.
Get to the point by presenting your primary message or
call to action as quickly as possible.
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Use the Proper Tone
Tone refers to the writer’s attitude toward
the reader and the subject of the message.
Be confident
Be courteous and sincere
Use nondiscriminatory language
Stress the benefits for the reader
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Chapter 9
Customer-Focused Listening Skills
Objectives
Distinguish among the three levels of listening.
Explain the importance of active listening.
Develop techniques for becoming an effective
listener.
Describe barriers of effectively communicating
and listening.
Identify techniques for communicating with
ESL speakers.
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Three Levels of Listening
Level 1 Listening
Characterizes a good listener who suspends judgment,
is empathetic, and who listens with a high degree of
understanding and respect
Level 2 Listening
Describes a listener who mainly listens to words, but
does not fully understand what the words mean
Level 3 Listening
Describes a listener who may be daydreaming,
forming a premature reply or faking attention
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Active Listening
Means listening with your whole mind and
body—not just your ears
Five strategies that help improve active
listening skills
1.
2.
3.
4.
5.
Chapter 9
Be ready to listen
Be ready to take notes
Demonstrate that you are listening
Ask questions
Restate the customer’s points
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Strategies for
Effective Listening
Realize that listening is hard work
Make good use of the thought-speech ratio
Seek to listen in more than one way
Give the speaker space
Don’t begin speaking the moment the person
stops talking
Develop an open posture that encourages the
other person to talk
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Listening Techniques
1.
2.
3.
4.
5.
Pay attention
Ask follow-up
questions
Be courteous
7. Listen with your
Nod your head
entire body
Repeat the statement
8. Respect the other
Don’t be judgmental
person
Chapter 9
6.
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Three Types of Feedback
Reflective feedback mirrors content and intent
“If I understand you correctly, what you are saying
is…”
Responsive feedback characterizes the listener’s
feelings
“When you [action], I feel [reaction].”
Reactive feedback reaffirms the speaker’s
message
“I had a similar experience. It was…”
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Passive Listening and
Selective Listening
Passive listening is
characterized by
hearing without
sending any feedback
It offers no indication
of acceptance or
rejection of the
message.
Chapter 9
Selective Listening is
hearing only what you
want to hear, filtering
out what is not
important or of no
interest to you.
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Empathetic Listening
Empathy is seeking to
understand the other
person’s position
without getting
emotionally involved
yourself.
Putting yourself in the
customer’s place can
help you analyze the
message from his her
perspective.
Chapter 9
Guiding principles
Be attentive
Be interested in the
speaker’s needs
Listen with a caring
attitude
Act as a mirror
Don’t get personally
involved
Use verbal cues
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Roadblocks to
Communicating and Listening
1.
2.
3.
4.
5.
6.
Judging or criticizing
Naming or labeling
Commanding or ordering
Moralizing
Diverting
Advising
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Effective Communication
with Non-Native Speakers
ESL (English as a
second language)
customers have
studied English and
generally
comprehend it, but
may have difficulty
speaking it for
several reasons.
Chapter 9
To help these speakers
Avoid making judgments about
incorrectly accented speech
Be a patient listener
Don’t finish the speaker’s
sentences
Don’t correct grammar and
pronunciation errors
Don’t pretend to understand
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