Customer Relationship

Management-
Session 6: Complaint
Recovery Process
Session 8:Complaint Recovery Process.

Learning Objectives:
 The Complaint recovery process in action in an organization
 Understanding complaint recovery process
 Classifying complaints
 Receiving complaints, process them, and communicate back to
the customer.
 Customer friendly customer service
 Complaint free customer service
The Complaint recovery process in action in an
organization
 How customer complaints are handled reflects on
the organization in terms of:

 Value placed on the customer

 Image

 Ability to support products and services

 Value of the product and service

What is the Complaint-
Recovery Process?
A: The process where companies receive
complaints, process them, and communicate back
to the customer.
What is the goal?

• 100% customer satisfaction

• Documentation of customers problems/concerns

for future reference

• To fix the customers problem/concern wherever

feasible, as soon as possible
How does an organization
measure up?
• What have we done to makes sure it listens to the voice of the
customer?
• How do the leaders in an organization view complaints?
• How does an organization make it easy for customers to
complain?
• What does an organization do to make it easy for employees to
solve problems?
How does an organization
measure up?
• How does an organization track and analyze
complaints?

• How does an organization use information about

complaints to fix easy problems fast?

• How does an organization use information about

complaints to identify and address underlying
problems?
How does an organization
measure up?
• How is customer service incorporated in your
organization’s vision, plans and actions?

• How does an organization measure customer

satisfaction for your overall service?
Classifying Complaints

• Develop a system within the organization to rank

complaints on urgency.

• What is the magnitude of the complaint?

• EVERY COMPLAINT IS IMPORTANT!

Communicating to the
Customer
• Organization
• Patience
• Understanding
• Assurance
• Honesty
Getting Customer Feedback

Passively Solicited Customer Feedback

Waiting for the customer to come to you about
grievances/gratitude's.
Actively Solicited Customer Feedback
Asking the customer if he/she has any
grievances/gratitude’s regarding his/her
experience with your business.
.
Some Suggestions for
Improvement…
• Make it easy for your customers to complain and your
customers will make it easy for you to improve.

• Respond to complaints quickly and courteously with

common sense and you will improve customer loyalty
Complaint-Free Customer
Service?
• No one is perfect, everyone makes mistakes!

• Sounds nice, but it will be counterproductive in

the long run.
Complaint-Friendly Customer
Service
• It should be easy for customers to get in touch
with your company.
• Customers should always be treated with respect
and courtesy.
• The customer is ALWAYS right, even when
they’re wrong.
Key to Success

Doing the job right the first time

+ Effective complaint management
Maximum customer satisfaction/loyalty
Summary
• The complaint-recovery process is key to surviving in
business.
• The process should be constantly reviewed for
improvements.
• The customer should play an active role in evaluating
your process.
• With a winning process your customers will be happier,
which in turn will make your business more successful.