Page 28 - CUSTOMER IS ALWAYS RIGHT WHOLE DOCUMENT

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Find out what the customer wants. Does he or she want a refund,
credit, discount or replacement? The customer is complaining because

he or she has a problem and wants it solved as quickly as possible.

One Of The Traditional Means Of Measuring The Level Of Service

Received By The Customer Is CUSTOMER COMPLIANTS.

• …… Customers Who Do Not Complain Are Mostly Not Interested

In Repeat Business. They will not complain because they have

made up their minds not to do business with you.

We Should View Complaints As An Opportunity To:

• Win Back Aggrieved Customers

• Increase Profits

• Improve Our Service

• Have An Idea What Works or Does Not Work

HANDLING AN ANGRY CUSTOMER:- Face To Face

1. Acknowledge the customer

2. Maintain Eye Contact

3. Listen and Indicate you are doing so example... By head nodding.

4. Ask the right questions

5. Give the customer space to let off steam before you try to make

excuses