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COMPLAINTS, CLAIMS AND SUGGESTIONS

erikondo

Created on April 22, 2021

Complaints, Claims and Suggestions

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Transcript

COMPLAINTS, CLAIMS AND SUGGESTIONS

Index

1.

2.

3.

1.- COMPLAINTS

WHAT IS A COMPLAINT

  • It shows an OPINION
  • The client is ANGRY, annoyed, want a CHANGE or SOLUTION
  • Show the customer your intention to take care of the whole problem

HOW TO HANDLE

customer complaints:

Never forget 2 things

2.- CLAIM

What is a claim

  • A claim is when you express your right to something
  • In a claim you are demanding something or saying it is true
  • A claim is a written demand to an organization because you think you have a right to it

WHERE TO FILE A CLAIM

Kontsumobide (EUSKO JAURLARITZA)

The actual location (hotel, company,…)

Local office for consumer information

On-line procedures

HOW TO HANDLE CUSTOMER COMPLAINTS

5 strategies

Listen well

Get the facts

Offer a solution.

Acknowledge the problem.

Resolve the complaint

Stay calm.

5 strategies

20xx

Listen well

Idioma 03

Acknowledge the problema

Get the facts

/10

Stay calm

Offer a solution.

Destreza 04

Post-stay customer processes and loyalty systems

Customer Relationship Management (CRM) is a strategy that companies use to manage interactions with customers and potential customers.

THANK YOU!