Value Of A Complaint In Customer Service Edu Ppt

Slide 1

The purpose of this slide is to showcase a meme for customer complaints.

Slide 2

This slide provides information regarding the definition of customer complaints. It also contains details about why do they occur.

Slide 3

The purpose of this slide is to showcase the importance of customer complaints for business. It contains benefits details such as product or service upgrade, understands customers better, upskills customer support team, improvement of policies and procedures, and positive impact on brand image.

Instructor’s Notes:

The customer complaints are important for business due to the following reasons:

·      Product/service upgrade: Customer complaints act as a reality check as it helps businesses identify substandard products or services and devise strategies for their improvement

·      Understand customers better: Complaints help understand customers' expectations better to effectively structure product offerings, to win them back eventually

·      Upskills customer support team: If customer complaints are due to the customer support team's improper skills, necessary training can be provided to upskill them

·      Customer satisfaction enhancement: Customer complaints, if resolved appropriately, helps in improving their satisfaction levels, turning them into loyal customers

·      Improvement of policies and procedures: Customers' negative feedback also highlights flaws in the company's internal processes and provide suggestions to improve them

·      Positive impact on brand image: Resolved customer complaints enhances brand image as customers act as advocates of superior service provided by the organization