FOREWORD
Assalamualaikum Wr.
Wb
Alhamdulillahhirobil’alamin
gratitude we pray that the presence of Allah SWT has given grace and guidance
to us all, so that we can finish this paper “Reading 3” of Narrative text.
Furthermore we would like
to thank the lecturer for the course of reading 3 who always
provide direction and guidance to facilitate the preparation of this paper. And
to friends who have given us the spirit and encouragement so that this paper
can be resolved.
Hopefully this paper can be
useful to readers in general and we beg criticism and suggestions for better
progress.
Wassamu’alaikum Wr. Wb.
Bulukumba, 5th On
December 2013
Writter
CHAPTER
I
INTRODUCTION
Customer complaints are
inevitable. If you run a business that sells to the public no matter how
great your goods or services are the old adage will eventually be proven true:
You cannot please 100% of the people 100% of the time.
In legal terminology,
a complaint is any formal legal document that sets out the
facts and legal reasons (see: cause of action)
that the filing party or parties (the plaintiff(s))
believes are sufficient to support a claim against the party or parties against
whom the claim is brought (the defendant(s))
that entitles the plaintiff(s) to a remedy (either money damages or injunctive
relief)]). For example, the Federal Rules of Civil Procedure (FRCP)
that govern civil litigation in United States courts
provide that a civil action is commenced with the filing or service of a
pleading called a complaint. Civil court rules in states that have incorporated
the Federal Rules of Civil Procedure use the same term for the same pleading.
In some jurisdictions,
specific types of criminal cases may also be commenced by the filing of a
complaint, also sometimes called a criminal complaint or felony
complaint. All criminal cases are prosecuted in the name of the
governmental authority that promulgates criminal statutes and enforces
the police power of the state with the goal of
seeking criminal sanctions, such as the State (also sometimes
called the People) or Crown (in Commonwealth realms). In the United States, the
complaint is often associated with misdemeanor criminal charges presented
by the prosecutor without the grand jury process. In most U.S. jurisdictions,
the charging instrument presented to and authorized by a grand jury is
referred to as an indictment.
CHAPTER
II
DISCUSSON
A. How To Handle
Complain
Most customer concerns can
be dealt with simply by complying with the person’s reasonable requests. From
time-to-time, however, you will come across those customers who will demand
something that simply is unwarranted or impossible to deliver. No matter the
issue at the heart of the complaint it is important to remember these rules
when resolving your customer service issues:
1. Listen
Whenever you set out to
handle a customer complaint the first thing that you must do is listen. Listen
to the customer to figure out why they are upset. Listen to the customer to
determine whether any of your policies were not abided by or if this is
something outside or not contemplated by your systems. Listen to what they want
from you to resolve the issue. A refund? A replacement? Someone else to replace
their current service representative at your company?
All too often we are
defensive when dealing with customer complaints. Being defensive, at least at
the onset, can inhibit your ability to truly understand why the customer is not
satisfied with your products. They will tell you the problem, how they think it
should be resolved, and give you a critical window into their thinking on the
matter. So before you say anything, before you attempt to explain anything,
challenge their complaint, or offer a resolution to the situation,
listen.
2. Understand
Next, put yourself in the
shoes of the customer. Given what you now know try and see their point of view.
Why did they come to you? Is there merit to their complaint? Is their proposed
resolution reasonable given the issue? Until you view the issue from their
perspective you cannot have a complete picture of the reason for the complaint.
So always think, if I was in their shoes how would I feel?
3. Elevate
Once you have heard the
complaint and understand the basis for the same, elevate the customer to a
supervisor or manager where possible. If the issue is with the front-line
employee this will instantly remove some if not all of the customer’s acrimony
towards their current representative at the company allowing them to have a
more open conversation with someone else. Often this move alone is sufficient
to alleviate some of the customer’s concerns by instilling in them a sense of
importance, that their complaint is significant enough to be elevated to
someone higher in the chain of command.
One note of caution, when
elevating be careful to fully inform the person the issue is being elevated to
of the relevant facts prior to having them speak with the customer. If this is
not done the new representative will be in a position which they must ask the
customer to repeat what happened. While most customers, as part of the venting
process, will gladly SHARE
their story again with the supervisor
they should not be made to feel that they must do so for the process to
continue to run its course.
their story again with the supervisor
they should not be made to feel that they must do so for the process to
continue to run its course.
4. No
Fighting
Defend if you must. But do
not fight with the customer. What is the difference you may ask? Often times it
comes down to tone and respect. Recall, whether correct or not your customer
believes that they are correct. As such, they may be 100% wrong but fighting
about the issue will only exacerbate their complaint.
Your job in handling the
matter is to listen, understand, and then discuss with the customer their
concerns in a calm and friendly manner while conducting an open discussion regarding
the issues complained of and how they will be responded to. Fighting with the
customer will never resolve the issue and will only lead to heightened
aggression and anger on their part. As such, calmly defend your policies or
personnel if you must but do not permit the conversation to erode into a
argument at any point.
5. Resolution
Offer a resolution where
possible. Once you have listened and understood the customer’s complaint and
have avoided fighting over the same divert the customer’s focus to how you
intend to resolve the matter. Here it is difficult to include all manners of
resolution which can be offered given the nature and scope of the goods and
services which could be offered, but some suggestions include offering a refund
or partial refund of monies paid, if warranted. Discounts on future goods or
services is another popular remedy. If the issue is personnel specific simply
offering to change out their representative with another will often suffice.
The psychology of the
offering of a resolution cannot be understated. Recall, the goal is to resolve
the customer dispute with the customer being fully satisfied with your goods or
services. Even if the customer’s complaint is unwarranted listening,
understanding, elevating, and offering some form of resolution allows the
customer to feel that they have won, that they were correct, and that your
organization wants to make it right. For most, this will resolve the issue and
they will be satisfied. Unfortunately, however, there will always be those
select few that you cannot please no matter what you offer. For those, you must
incorporate resolve.
6. Resolve
In every customer service
situation you will ultimately come to a point of what you can and cannot do to
address the issue. Most situations will be able to be addressed and the
customer issue resolved to their satisfaction. Unfortunately, from
time-to-time, there will be issues which simply cannot be resolved. Whether it
is because the customer is requesting something that is outside of your stated
policies on such matters or are simply being unreasonable in their requests.
For these customers you must understand that despite your best reasonable
efforts to offer a reasonable resolution they are unwilling to join you in
reality and, accordingly, although our aim is always to please the customer if
that which the customer demands cannot be satisfied you must maintain your best
offered solution and no more.
7. Writing
Ultimately, when all is
said and done and a resolution has or has not been reached always take the time
to memorialize the same in writing. If, as in most cases, the matter is
resolved to the customer’s satisfaction, you will want to send the customer a
brief follow-up email confirming that the issue has now been resolved and the
specific resolution involved. In those unfortunate times when a solution cannot
be reached, you want to send an email clearly memorializing what transpired
such that should the issue ever come back you can quickly review the email and
be versed in the same as needed.
8. Learn
Above all, use customer
complaints as a manner to learn about potential flaws in your systems. Maintain
a manner of tracking customer complaints and the resolution thereof such that,
over time, trends or specific issues may be identified to the point that if you
see one or more specific situations occurring with any frequency systems can be
amended or put into place to address the same in the future before they become
future complaints.
CHAPTER
III
CLOSING
1. A. Summary
Complaints happen every
day. When a customer complains, it is usually for a good reason or genuine
concern. They usually have made a purchase that did not meet their
expectation—a product, service, or maybe a combination of the two. In the
customer service industry, we cannot avoid complaints. We must take care of the
customer by listening to the complaint, and resolving it, to ensure a happy
customer.
Fewer than half of unhappy
customers will bring a complaint to your attention. Those who never say
anything will tell an average of 11 other people about their bad experience. It
is important that we recognize complaints as opportunities, so we can sway
these averages, one resolved complaint at a time.
Customers want to know
someone is listening and they are understood, and they are hoping you are
willing to take care of the problem to their satisfaction. No matter what the
situation is, when a customer brings a complaint to your attention—even if they
do it in a less-than-desirable way—be thankful. As the old saying goes, “We
can’t fix it, if we don’t know it’s broken.” Moreover, we must realize that
improper handling of a customer complaint can be costly to the business.
REFERENCES
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