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    Complaints Management International

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    Christian Jemuel Del Valle
    This document discusses customer complaints and techniques for managing them effectively. It begins by listing the nine most common causes of complaints for a coffee shop, such as unfriendly service or poor quality. It then outlines different channels customers can use to lodge complaints, such as comment cards, phone calls, emails, or in-person. Several unusual customer complaints are also presented. The document introduces the LAST model for handling complaints, which stands for Listen, Acknowledge, Solve, and Thank. It provides an example of how this model works in practice. Finally, it outlines a process for training staff in complaint management, which involves role playing typical scenarios to practice applying the LAST technique.

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    © All Rights Reserved
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    Complaints Management International

    Uploaded by

    Christian Jemuel Del Valle
    35 views8 pages
    This document discusses customer complaints and techniques for managing them effectively. It begins by listing the nine most common causes of complaints for a coffee shop, such as unfriendly service or poor quality. It then outlines different channels customers can use to lodge complaints, such as comment cards, phone calls, emails, or in-person. Several unusual customer complaints are also presented. The document introduces the LAST model for handling complaints, which stands for Listen, Acknowledge, Solve, and Thank. It provides an example of how this model works in practice. Finally, it outlines a process for training staff in complaint management, which involves role playing typical scenarios to practice applying the LAST technique.

    Original Description:

    Step by Step procedure on how to handle customer complaint.

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    This document discusses customer complaints and techniques for managing them effectively. It begins by listing the nine most common causes of complaints for a coffee shop, such as unfriendly service or poor quality. It then outlines different channels customers can use to lodge complaints, such as comment cards, phone calls, emails, or in-person. Several unusual customer complaints are also presented. The document introduces the LAST model for handling complaints, which stands for Listen, Acknowledge, Solve, and Thank. It provides an example of how this model works in practice. Finally, it outlines a process for training staff in complaint management, which involves role playing typical scenarios to practice applying the LAST technique.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    35 views8 pages

    Complaints Management International

    Uploaded by

    Christian Jemuel Del Valle
    This document discusses customer complaints and techniques for managing them effectively. It begins by listing the nine most common causes of complaints for a coffee shop, such as unfriendly service or poor quality. It then outlines different channels customers can use to lodge complaints, such as comment cards, phone calls, emails, or in-person. Several unusual customer complaints are also presented. The document introduces the LAST model for handling complaints, which stands for Listen, Acknowledge, Solve, and Thank. It provides an example of how this model works in practice. Finally, it outlines a process for training staff in complaint management, which involves role playing typical scenarios to practice applying the LAST technique.

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    Techniques for

    Overcoming
    Objections
    Coffee University
    International
    Version 1
    NINE MOST COMMON CAUSES OF COMPLAINTS:

    1. Unfriendly
    2. Unhelpful
    3. Employee Appearance
    4. Value for money
    5. Slow Service
    6. Bad guarantee
    7. Poor Quality
    8. Dirty Store
    9. Poor product selection
    CUSTOMER COMPLAINTS CHANNELS:

    Customer Comment Cards

    Telephone / Written / Email

    In-store - Verbal

    Silent
    UNUSUAL CUSTOMER COMPLAINTS:
    • I like the appropriate use of the apostrophe in the store name
    • the coffee was too sweet and not bitter enough
    • On the 1st and 2nd attempt the coffee was undrinkable, they got it
    right the 3rd time
    • The coffee tasted like sweet dishwater
    • Don’t put plastic bag remnants in the chillers!
    • The menu board could be cleaner
    • Coffees aren’t being served with the ‘swirls”
    • Please label the condiments properly, I thought the pepper was
    cinnamon
    • store needs privacy enclosure
    • girl making the coffee was squeezing her face
    • make the coffee taste like coffee
    • have a super size
    • not enough d’s in delicious to describe the drink
    • staff member wiped excess cream from drink with his finger and
    licked it
    • make the products more affordable as “I need coffee”
    Complaints Management Accronym

    L Listen to what the customer has to say –


    do not interrupt.
    A Apologise for not living up to their
    expectations, AND/OR, Acknowledge their
    concerns.
    S Solve the problem by exploring with
    questions, and discuss the solution. Take
    responsibility.
    T Thank them for taking the time to discuss
    the opportunity.
    LAST process model at work:

    L A

    T S
    LAST in action:

    Actively Acknowledge /
    L A Apologise

    Thank
    them/Respond T S Solve/Explore
    HOW TO TRAIN STAFF IN COMPLAINTS MANAGEMENT

    1. Ask participants to table ‘typical’ complaints


    2. Go through current complaints channels for your
    country
    3. Introduce group to LAST process model
    4. Explain process model and role play an example
    5. Distribute role play sheets and explain
    6. Allow opportunity for participants to practice the
    process model via role plays
    7. Review session

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