HANDLING CUSTOMER COMPLAINT
- As a retailer they must know how to handle customer complaint effectively.
There are 3 types of complaints that always customer make a complaints:
delivery
error
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When customer buy a big merchandise such as electronic merchandise, personal in-charge will delivery the product. If the customer get a wrong product they will make a complaint.
product
specific
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Customer receive a product that do not operate correctly, employee will replace the new one based on terms and policy of company.
personnel
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This is when employee being rude to the customer and customer will make a complaint.
Importance of customer complaints.
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Appreciate customer.
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Able to handle effectively angry customer.
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To revise service system and procedures.
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Able to handle customer complaints effectively.
COMMUNICATION
- Is the process in which information, ideas and understanding are shared among two or more people.
VERBAL
TYPES OF COMMUNICATION
NON-VERBAL
- Is a communication that involve speaking to another person.
- Example, Face-to-face.
Interview.
Speaking over the telephone.
- Is the process of communication through sending and receiving wordless between people.
- Example, Eye contact.
Postures and body orientation.
Facial expression.