PRESENTACIÓN MARKETING DIGITAL

NDACK DIAW

Complaints, claims and conflicts.

START

When might a customer be dissatisfied?

Product Quality Issues: If the product they receive is defective, damaged, or does not meet their expectations in terms of quality. Poor Customer Service: Negative experiences with customer service Misleading Advertising: If the product or service does not match the promises made in advertising or marketing materials. Difficulty in Returns or Exchanges: Complicated or restrictive return/exchange Out of Stock Items: Customers may be dissatisfied if they discover that an item they wanted to purchase is out of stock

Management of complaints, claims and conflicts

Can be.......

No expression of disagreement

Express verbally disagreement

Express verbally and writen disagreement

RESOLUTIONS TO RESOLVE COMPLAINTS AND CLAIMS

Prevention: Always researching Training: Communication skills. Always participate

Internal informal resolution

Mediation and arbitration

External formal resolution

Judicial procedure, not desirable for both parties, given its cost and effort

External formal resolution

If the customer's discontent has not been resolved on time and a solution has not been negotiated, the claim is made

Internal informal resolution

Communication Techniques Active listening Patience Empathy Good argumentation Security Good time management

thanks for the time