How to Handle Customer Complaints

Author: Zhao Shen
Publisher:
Publish Date: 2006-05-01
Features: Are complaints scary? Yes, when complaints are not resolved, 81% of customers never return! Are complaints hateful? No, handling customer complaints is the best opportunity to build customer loyalty—“A sign that the relationship with customers is declining is when customers stop complaining!” Is it simple to turn complaints into advocacy? This book reveals the successful experiences of world-renowned companies in handling customer complaints, enabling you to face sudden customer complaints with ease. The best way to make customers happy is primarily to provide good products and services. However, in addition to this, a company must also establish a good system to identify and handle consumer problems that are inevitably bound to occur. Such a system is not just an inevitable demon—the satisfaction of customers will be reflected in the company’s performance. A recent study shows that investments in complaint handling and problem response systems can yield an average return of 100% to 20%. Marian Rees-M?ller, Vice President of Global Quality at American Express, provided the following formula: “Better complaint handling equals higher customer satisfaction, which equals higher brand loyalty, which equals better performance.” This book reveals the successful experiences of world-renowned companies in handling customer complaints, enabling you to face sudden customer complaints with ease. Skillfully transforming crises and turning danger into friendliness is an essential quality of excellent customer service and sales personnel. This book is divided into eight chapters, which are: Chapter 1: The Other Side of Customer Satisfaction—You Must Reassess the Value of Complaints, Chapter 2: You Too Will Complain—Anatomy of Complaint Causes, Chapter 3: Complaint Handling Tactics—Principles You Must Know, Chapter 4: General Process of Handling Complaints, Chapter 5: Tactics for Handling Customer Complaints, Chapter 6: Establishing a Complaint Management System, Chapter 7: Building an Effective Complaint Handling Team—Management of Customer Complaint Handlers, Chapter 8: Prepare for the Unexpected—Establishing a Modern Crisis Prevention System for Customer Complaints.