Notes on Different types of customers
Dealing with customer complaints why do customers complain? customers complain mainly because of bad customer service
The product they received is of bad quality not happy because of the staff
Delayed flights not good service untidy accommodation product they received was not as it was descripted. not a noth seats on the plane not getting what they want queues why do organisations need to know about customer complaints?
To keep their reputation keep one customer happy expand business keep customers keep business to improve to fix one problem
How to deal with customers?
Offer a discount or a complimentary item such as a drink.food item etc.) or a refund if they take it further ask if want to speak to the manager
Reply a.s.a.p start by apologising
Don’t interrupt whilst they are complaining
Ask what's wrong face to face offer something else e-mail written communication make it formal be sympathetic make eye contact
Listen
suggest the course of action check the customer is happy with the solution and ask them if there is anything else you can do for them. keep calm keep customer informed at all times
Why is it important to resolve a complaint? to keep the customers happy so you will get customer loyalty so you don’t get a bad image/reputation of you or the organisation
To prevent it from happening again so you have good customer service
Customer service and charter quality of service they give how good their products are minimum standard of quality procedures they follow
Equally
With respect
Fairly
Friendly
Welcomed
Well
With a helpful manner
NIce
Politely
Regardless of the customer type all customers have different needs.
A hen party travelling to london for the weekend.
Transfers
Accommodation
Group accommodation
24hr reception
B&B
Information on local nightlife
Different types of customers
Mobility
Pre-boarding
Disable Access
Guides
Wider corridors
Handrails
Ramps
Treated with respect and
The product they received is of bad quality not happy because of the staff
Delayed flights not good service untidy accommodation product they received was not as it was descripted. not a noth seats on the plane not getting what they want queues why do organisations need to know about customer complaints?
To keep their reputation keep one customer happy expand business keep customers keep business to improve to fix one problem
How to deal with customers?
Offer a discount or a complimentary item such as a drink.food item etc.) or a refund if they take it further ask if want to speak to the manager
Reply a.s.a.p start by apologising
Don’t interrupt whilst they are complaining
Ask what's wrong face to face offer something else e-mail written communication make it formal be sympathetic make eye contact
Listen
suggest the course of action check the customer is happy with the solution and ask them if there is anything else you can do for them. keep calm keep customer informed at all times
Why is it important to resolve a complaint? to keep the customers happy so you will get customer loyalty so you don’t get a bad image/reputation of you or the organisation
To prevent it from happening again so you have good customer service
Customer service and charter quality of service they give how good their products are minimum standard of quality procedures they follow
Equally
With respect
Fairly
Friendly
Welcomed
Well
With a helpful manner
NIce
Politely
Regardless of the customer type all customers have different needs.
A hen party travelling to london for the weekend.
Transfers
Accommodation
Group accommodation
24hr reception
B&B
Information on local nightlife
Different types of customers
Mobility
Pre-boarding
Disable Access
Guides
Wider corridors
Handrails
Ramps
Treated with respect and