Our employees/consultants need to deliver a standard of customer service that is exceptional to ensure our client’s needs and exceptional are met. To do this, it is essential for employees/consultants not only to effectively interact and communicate with clients but also with fellow team members and other departments.
In ensuring we meet the client’s needs; we collect information that helps us have a better understanding of what our client’s needs may be. In collecting this description, we must be mindful of not stereotyping our clients and ensure that we adhere to standards.
The main objectives of this act are to ensure the appropriate collection, holding, use,
correction, disclosure, and transfer of personal information and do so in a way that:
>Meets international concerns and the Philippines' international obligations relating to privacy.
>Recognizes individuals’ interests in protecting their privacy.
>Recognizes a free flow of information (through the media and otherwise) and the right of business to achieve its objectives efficiently.
In working with people from other cultures it is important you show respect for their culture and are sensitive to the special needs they may have. Failure to do so will usually lead to conflict through misunderstanding.
If you are having problems communicating with any clients, always seek advice or assistance from your direct Manager or another Manager.
It is essential you follow up on these problems to ensure further problems are not created.
Working with Different Cultures
As one of the most multicultural cities in the Philippines., in working with our clients (and colleagues) we will be faced with a huge diversity of special needs of indigenous and non-indigenous Filipino international clients.
It is important to consider with our clients (and colleagues) the special needs and expectations created because of cultural differences. These may include:
Forms of address
Levels of formality and informality
Family Structure and obligations
Gender and gender roles
To ensure you can meet the special needs of prevalent groups in our company, consider the needs of these groups.
Communicating on the Telephone
Excellent telephone technique is essential to be an effective operator in our industry of business. You should treat all calls with the same polite etiquette. Whether the call is internal or external we must always answer the telephone with the company's phone etiquette.
Smile as you speak on the phone, this projects positively through your voice.
All employees/consultants must be familiar with the functions of our telephone.
WHEN IT ALL GOES WRONG… OR IS THAT RIGHT
> Research has uncovered some startling statistics about customer complaints:
> Only 4% of customers complain. We may never hear from 96% of our customers.
> 91% of those just go away because they feel complaining will not do them any good. In fact, complainers are more likely to continue doing business with you than non-complainers.
> For every complaint we receive, there are 26 other customers with unresolved complaints or problems, and 6 of those customers have serious problems. These are people you will probably never hear from. These are also people who can tell you how to make your business better. We need their Feedback.
> Most customers who complain to you (54%-70%) will do business with you again if you resolve their complaint. If they feel you acted quickly and to their satisfaction, then up to 96% of them will do business with you again, and they probably will refer other people to you.
> A dissatisfied customer will tell 10 people about their disaster.
> Approximately 13% of those will tell up to 20 people about their problem. You cannot afford the advertising to overcome the power of word of mouth.
> Happy customers, or customers who have had their complaints resolved, will tell between 3 and 5 others about their positive experiences. It costs 5 to 6 times more to attract new customers than to keep old ones.
IF WE DON’T LOOK AFTER OUR GUESTS, THE COMPETITION WILL – COMPLAINTS ARE A GIFT!!!!!
THE TEN-STEP CURE
The following ten-step method for handling complaints provides several advantages:
> It gives you confidence in dealing with complaints and angry customers.
> It promotes consistency in handling complaints.
> It helps to make sure you can handle complaints effectively without losing customers
So, here is what you need to do. Develop two basic attitudes towards complaints.
1. See complaints as useful, not necessarily pleasant, or fun to deal with, but useful.
2. Be understanding when you encounter anger and hostility on the part of the customer. Don’t allow yourself to get “hooked “by angry customers into hostile and non-productive behavior of your own.
STEP-1 – STOP!
STEP-2 – LISTEN WITHOUT INTERRUPTING:
Regardless of how hostile, abusive, and upset the customer might be, you must listen fully to the complaint without interrupting. All vital information should be written down. Listening without interrupting will also defuse the customer’s emotions.
Toward the end of the customer’s statement, ask questions to help clarify information, if necessary. But don’t argue or deny anything the customer is saying, just listen!!
STEP-3 – LEARN AND DON’T GET DEFENSIVE:
The customer may not have all the necessary information. They may get abusive. They may exaggerate. They may use a loud, threatening voice. Regardless of this, you must avoid getting defensive and starting an argument. It helps to remember that, although you cannot do much about your customer’s behavior, you can understand their situation and control your own behavior by not fighting back.
If the customer’s tirade goes on too long, you may ask:
“May I summarize what I understand to be the problem, and then try to solve it?
The customer may want to continue the tirade, but keep your cool and do not mirror their aggression.
STEP-3 – SPEAK – RESPOND WITH SORRY-GLAD-SURE:
Next, you can use statements like I’m sorry there is a problem. I’m glad you have brought it to our attention so I may help you. I’m sure we can work this out to your satisfaction.”
You will need to be careful that you don’t immediately accept liability for the problem. Don’t say, “Sorry we have made a mistake.”
Until all the facts have been gathered, you are better off just expressing empathy for the customer and acknowledging the problem. Later, if the problem is your mistake, you can make an apology to the customer.
STEP-4 – EXPRESS EMPATHY
Next, show you understand the customer’s feelings and say something like: “That (referring to the problem) must have been frustrating for you. I can understand how you might get angry and upset in that kind of situation.”
This helps to further calm the customer.
Once customers realize someone can appreciate their problem and their feelings in this matter, they are much more willing to participate calmly in working out the solution to the problem.
STEP-5 – Actively ask questions to understand the problem.
Once the customer has calmed down, you may discover the information they now give you may be slightly different from what they gave before. This is because the emotions involved at first may have caused them to distort or exaggerate the facts. So, you need to.
> Summarize what information you obtained so far.
> Ask questions to get more information.
> Confirm this information with your customer.
> Get an agreement with them on exactly what the problem is.
> Only when Step 5 is complete, should you go on to the next step.
STEP-6 – Paraphrase
What the customer wants may be obvious. If so, repeat it and ask the customer you’re understanding. Go the extra mile and ask: “Is there anything else you would like us to do?
If the customer’s request is not specific, ask the customer what they want you to do or what they want to have happened regarding their complaint. In some cases, the customer may be satisfied with just “letting the organization know” what happened. If this is so, express your appreciation to your customer for informing you of their complaint.
If the customer wants something specific done, find out exactly what it is they want. Confirm this with them to be sure you understand what it is they want.
STEP-7– Explained what you CAN DO
Next, explain to the customer what YOU can do. If what the customer wants is something you can do, act right away. If what the customer wants to be done is something you cannot do, then go to the next step.
STEP- 8 – Discuss alternatives and agree on action.
You should fully discuss the alternative course of action that might be taken regarding the customer’s complaint and request for action. Present this in terms of benefits or drawbacks for each alternative. For instance, one alternative might be less costly to the customer but might take more time. If none of the alternatives are satisfactory to the customer, and if you really can do nothing more for them, involve a person of higher responsibility and authority in your organization.
Once the alternatives have been fully discussed, you and your customer need to agree on a course of action. Be as specific as possible. Be sure the customer knows who will do what and by when and how. This helps give the customer confidence something will really be done and that you are not just giving them the brush off.
STEP-9 – Act immediately.
Once something has been agreed upon you must act immediately and implement the agreed-upon solution. If there are delays or deviations from the course of action agreed on, you must notify your customer immediately and negotiate a new plan of action. Remember, act immediately and keep your promise to the Customer.
STEP-10 – Follow up to ensure customer satisfaction.
After the complaint has been resolved, you must try to follow up and contact the customer to make sure the solution to the problem was satisfactory to them. You should also take this opportunity to thank the customer for their complaint and the opportunity it gave your organization to correct the situation.
You can say something like: “We have identified the cause(s) of the problem and are taking action to correct it. In the future, if you were not completely satisfied with our service, would you please let us know?
STAFF MUST ENSURE THAT THEY DO NOT GIVE CLIENTS AND CUSTOMERS FALSE, MISLEADING, OR DECEPTIVE INFORMATION IN RELATION TO THE PRODUCTS AND SERVICES AVAILABLE FROM THEIR EMPLOYER.