second assessed session for tetra

1. HANDLING
CUSTOMER
COMPLAINTS

2.  Learn what makes excellent customer
service; and
 Learn ways to handle a complaint.
OBJECTIVE:

3. A lil brain teaser to start
our day!
A clerk at a butcher shop
stands at 180 cm tall and
wears size 13 sneakers.
What does he
weigh?

4. A lil brain teaser to start
our day!
He weighs
this ->

5. WHO ARE YOUR
CUSTOMERS?
THE BASIS OF CUSTOMER SERVICE IS:
CUSTOMER IS ALWAYS RIGHT
… OR DO THEY?

6. EXCELLENT CUSTOMER
SERVICE
C O M M I T M E N T T O Q U A L I T Y
K N O W Y O U R P R O D U C T S / S E R V I C E
K N O W Y O U R C U S T O M E R S
T R E AT P E O P L E W I T H C O U R T E S Y
D O N ’ T A R G U E W I T H C U S T O M E R S

7. EXCELLENT CUSTOMER
SERVICE
AT T E N D T O C U S T O M E R S P R O M P T LY
A L W AY S D E L I V E R Y O U R P R O M I S E S
A S S U M E C O M P L A I N T I S B O N A F I D E
F O C U S O N C U S T O M E R S , N O T S A L E S
M A K E T H I N G S E A S Y

8. Bad customer service
is a disservice
Let’s watch a sample.
Discuss it after watching and tell us
how to improve it.

9. Customer complaints is an
opportunity for organisations
to improve themselves.
How so?

10. Q: How do you
deliver better
services?
A:In handling
customers lies
the answer.

11. 1 2 3 4 5LISTEN
TO
UNDER
STAND
EMPATHY OFFER
SOLUTION(S)
IMPLEMENT
FOLLOW
UP &
FOLLOW
THROUGH

12. #1 LISTEN TO
UNDERSTAND
APPLY ACTIVE AND REFLECTIVE LISTENING.
ASK THE RIGHT QUESTIONS. APPLY THE 7Cs OF COMMUNICATION
E.G:
1. SAY “YES” TO ACKNOWLEDGE - ACTIVE
2. RECONFIRM WHAT THEY SAID – REFLECTIVE

13. #2 EMPATHY
PUT YOURSELF IN THEIR SHOES
E.G:
“I UNDERSTAND HOW FRUSTRATING THIS MUST BE”

14. #3 OFFER
SOLUTIONS
THAT IS WITHIN YOUR MEANS.
SOLVE IT.
E.G:
“CAN WE DO THIS FOR YOU?”

15. #4 IMPLEMENT
EXPLAIN WHAT NEEDS TO BE DONE AND ACTUALLY TAKE
ACTION, PROMPTLY!

16. #5 FOLLOW UP AND
FOLLOW THROUGH
AFTER ACTIONS TAKEN, GO BACK TO COMPLAINANT
E.G:
“THIS IS WHAT WE HAVE DONE.”

17. 1 2 3 4 5
APPLY
ACTIVE AND
REFLECTIVE
LISTENING
PUT
YOURSELF
IN THEIR
SHOES
OFFER
SOLUTION(S)
IMPLEMENT,
TAKE
ACTION!
GO BACK TO
COMPLAINANT

18. LET’S PRACTICE!
Get into a pair and practice it.

19. Watch this video.
Compare it to what
we’ve learn and
make notes.
HOW TO HANDLE
ANGRY CUSTOMERS?

20. THE
SOCIAL
MEDIA
Imagine that you are the CEO of
Fresh Farm.
HOW WOULD YOU HANDLE
THIS MILKGATE?

21. THE
SOCIAL
MEDIA
HOW TO
WIN
THEM
OVER?

22. SUMMARY
WHAT HAVE WE LEARNED SO FAR?:
 WHAT MAKES EXCELLENT SERVICE
 HOW TO HANDLE COMPLAINTS