Summary

Synopsis

It is imperative to minimize the damage dissatisfied customers can cause to your bottom line and reputation of your business. Identify different types of customer complaints and learn to ensure optimal customer satisfaction by effectively handling and resolving these issues.

Objectives

• Examine complaints from your customers’ points of view
• Accurately gage your customers’ expectations in order to make better decisions
• Deal proactively with customer complaints

Outline

• Introduction
• Overview
• Objectives
• Why Resolve Your Customers' Complaints?
• The Importance of Resolution
• Types of Customer Complaints in a Retail Setting
• Product and Service Related Complaints
• Product Related Complaints
• Service Related Complaints
• How Customers Complain
• Your Customer’s Perceived Expectations
• Looking Through Your Customer’s Eyes
• Keeping Your Store’s Goals in Mind
• Developing a Customer Service Strategy
• Developing a Customer Service Policy
• Checkpoint I
• Detecting Customer Complaints
• Methods of Complaint
• Resolving the Complaint
• Timing
• Effective Listening
• Asking the Right Questions
• Coming Up With the Right Solution
• Possible Product Related Solutions
• Possible Service Related Solutions
• Do and Don’t
• Follow Up: Build Lasting Customer Relationships
• Final Checkpoint