Please enable JavaScript.
Coggle requires JavaScript to display documents.
CHAPTER 4 : MANAGING COMPLAINTS EFFECTIVELY, TYPES OF CUSTOMERS WHO…
CHAPTER 4 : MANAGING COMPLAINTS EFFECTIVELY
DEFINITION
Statement of disappointment, sad, hurt, and dissatisfied towards a product or services.
Referring to anything bad that the customers received and want to say about the services.
TYPES OF COMPLAINTS
Instrumental Complaints
Complaints expressed for the purpose of altering an undesirable state of affairs
Non-Instrumental Complaints
Complaints expressed without expectation that an undesirable state will be altered
WHY CUSTOMERS MAKE COMPLAINTS
To obtain compensation
To release their anger
To help in improving the services
Because of concern for others
WHY CUSTOMERS DO NOT MAKE COMPLAINTS
They do not wish to take the time to complain
They unsure of whether there will be some results from the complaints.
They believed that no one would be concerned about their problem and willing to deal with it
They do not know where should they make complaints
They feel complaining is unpleasant and would like to avoid the stress of confrontation
HOW TO HANDLE COMPLAINTS EFFECTIVELY
Act fast and acknowledge customer's feelings
Do not argue with customers, show that you understand the problem from the customers' point of view
Clarify the truth and sort out the cause as well as the benefits of the doubt
Propose the steps needed to solve the problem and keep the customers informed
Consider compensation and continue to regain customers' goodwill
CUSTOMERS EXPECTATION WHEN MAKE COMPLAINTS
Outcome fairness
They expect outcomes or compensation that match the level of their dissatisfaction
Interaction fairness
They expect to be treated politely, with care and honesty
Procedural fairness
Fairness in terms of policies, rules, and timeliness of the complaints process
.
Activists Customers
They will complain to the provider, they will tell others and more likely to complains to the third parties
Characterized by above average propensity to complain on all dimension
Irates Customers
They are about average in their propensity to complain to the provider
More likely to switch to competitors compared to others
They are more likely to engage in negative word of mouth to friends and relatives
Voicers Customers
They tend to believe complaining has social benefits and the consequences of complaining can be very positive rather than spreading word of mouth
They actively complain to the service provider, but they are less likely to spread negative word of mouth
Passive Customers
They often doubt the effectiveness of complaining, not worth the time and effort they will expend
They are less likely to spread negative words of mouth
They are unlikely to say anything to the provider
This customer is least likely to take any action
CUSTOMERS COMPLAINTS QUESTIONS
Do you know how many customers are dissatisfied?
Do you know how good your current services is at transforming dissatisfied customers into ambassadors?
Do you know the profiles of complaining customers?
Do you know the data on their current purchase?
Do you empowered your staff to solve the problem as they arise?
DONTS IN HANDLING COMPLAINTS
Don't let the frustrated employees deal with the customers
Don't put your listening post at location where everyone notice
Don't underestimate the capacity of your field people
Don't continue to woo your dissatisfied customer for more purchase until you solve the problem
Don't see complaints handling as simple as the matter replying to people
Don't answer with disjointed, but be fluent and complete
TYPES OF CUSTOMERS WHO COMPLAINTS