CHAPTER FIVE 5. Handling of customer complaints Every gust's experience is not problem free. Customers don't expect you to be absolute or perfect. Somewhat they do expect you to fix things when they go wrong. 1. Listen completely Give them your complete attention. Don't multi-task . Don't "half- listen". Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them. ge CUSTOMER CARE & SERVICE 2016e.c Let them vent. Don't interrupt. Don't explain defend or justify. They don't care why the problem occurred and they don't want your side of the story.They are angry and they want to vent, so let them. 3. Apologize and mean it. This is often hard especially if you did not cause the problem .When you apologize in this situation you are not necessarily taking blame for causing the problem. You are apologizing for the customer having a bad experience. Put yourself in their shoes. Be sincere. 4. Ask them how you can make things right.Then do more. Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But those risks making the customer even angrier if that's not what they want done . In fact you might even offend someone by offering him or her a discount. A better strategy is to ask them what they want. You have been genuine and polite. Most people don't want much.They usually just want you to listen. But whatever they say always do it and more.For example, if they ask for their meal free your response might be "Mr.Smith, of course your meal

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CHAPTER FIVE 5. Handling of customer complaints Every gust's experience is not problem free. Customers don't expect you to be absolute or perfect. Somewhat they do expect you to fix things when they go wrong. 1. Listen completely Give them your complete attention. Don't multi-task . Don't "half- listen". Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them. ge CUSTOMER CARE & SERVICE 2016e.c Let them vent. Don't interrupt. Don't explain defend or justify. They don't care why the problem occurred and they don't want your side of the story.They are angry and they want to vent, so let them. 3. Apologize and mean it. This is often hard especially if you did not cause the problem .When you apologize in this situation you are not necessarily taking blame for causing the problem. You are apologizing for the customer having a bad experience. Put yourself in their shoes. Be sincere. 4. Ask them how you can make things right.Then do more. Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But those risks making the customer even angrier if that's not what they want done . In fact you might even offend someone by offering him or her a discount. A better strategy is to ask them what they want. You have been genuine and polite. Most people don't want much.They usually just want you to listen. But whatever they say always do it and more.For example, if they ask for their meal free your response might be "Mr.Smith, of course your meal

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ill be on the house. Thank you for bringing this to our attention. We value your patronage and want to ensure you have a positive experience every time you dine with us. Is there anything else we can do to make things right for you today?" 5. Follow up After you have addressed the customer's complaint, it's important to follow up with them to ensure that the issue has been resolved to their satisfaction. This shows that you are committed to providing excellent customer service and that you value their business. 6. Learn from the experience Every customer complaint is an opportunity to learn and improve. Take the time to reflect on the complaint and identify any patterns or common issues that may arise. Use this information to make changes and improvements to your products, services, or processes to prevent similar complaints from occurring in the future. Remember, handling customer complaints effectively is not only about resolving the immediate issue but also about building trust and loyalty with your customers. By listening, apologizing, asking how you can make things right, following up, and learning from the experience, you can turn a negative experience into a positive one and strengthen your relationship with your customers.

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