Increase number of customer complaints Four leadership characteristics: Managing complaints is not an easy task for any manager’s list of problems. It’s easy to disgrace any work or write complaints. Some times complaints are small or some are big so manager’s need to work with open mind on solving complaints, because these complaints directly or indirectly going to affect the reputation of any organization. To solve complaints we need to go in process. Four characteristics that manager have to keep in mind as leader are- a. Facilitator guide. b. Communication. c. Building confidence. d. Be optimistic. Facilitator guide: Leader should guide the team what work we have do, what are our targets and what is the ultimate goal. Workers should be clear with the work they have allotted and should have profound knowledge to complete that ask if they are not eligible to work teach then make them understand well ,teach them in classes with best of your knowledge . Communication: Leader must have good level of connection with worker. To achieve connection there should be two-way communication between workers and leader, positively exchange their ideas about good working of organization and reward them with awards for being a good employee. Building confidence: To get better result from workers leaders should provide them with good working environment and confidence. Leader should support them, show faith and facilitate them towards attaining organizational goals Optimistic: Try to bring positivity in your employees, encourage them to come up with better ideas to solve the problems, help them overcoming their own problems and doubts, and spread optimistic throughout your organization. FIVE FACTORS There ... ... middle of paper ... ...adequate way of handling each type of complaint? do staff know what our policy is for handling the different types of complaint? what training do staff need? do staff need better information about the product? should I be stocking this brand? • Thank the customer for bringing the problem to your attention. Treat the customer with empathy, courtesy, patience, honesty and fairness. • Speak to the customer in person, and do not rely solely on written complaints, or records of conversations. Show the customer that you clearly understand their problem by listening and taking notes. • Ask questions to clarify the situation- Do not jump to conclusions, apportion blame, or become defensive. Summarise back to the customer your understanding of the problem. Respond to the problem quickly, tell the customer how it will be handled and tell them when they can expect a response
5 – High Apologize, put the customer at ease, tell him you are here to help him and ask him to explain his concern to find a possible solution.
As you can see from the points above it is vital to give good customer
When this happens I will remain calm and polite but will warn them of their behaviour. An example of this was when a customer’s order was delivered late she contacted Salons Direct and told me that she has just lost a week’s work because of her product not arriving on time. The customer was promised this but due to unforeseen circumstances it arrived a couple of days late. I listened to the customer and she became very abusive towards me and threatened me. The names she called me are not printable and I was quite upset with what she said. I put the phone down on her and informed my manager. Laura took the customer details and contacted the customer. Laura spoke to this person and informed them that they will no longer have an account with Salons Direct and that if they ever call again and speak to the advisors she will pass the recorded conversation to the authorities. Laura then ended the call. She then explained to me what she has done and thanked me for being professional and following
Best in any organization's leaders how your communication style and materials, mold people's understanding bigger and better arrangements in order to adapt and store longer. Word choice, voice communications, the way personal space application and interpretation of your behavior and expectations
Leaders are actively on targeting goals and objectives for the people who work for them. In management, many goals are established by staffs and carried out by the managers themselves. Leaders will act to develop in more creative ways solve the problems; keep on going and with new missions. Managers will continue to do whatever is necessary work to accomplish the tasks and usually to get the job done without taking on too much risk or moving forward. The leader's instinct is to take risks instead and to challenge that task holding back by people and think of new ideas within an organization. Leaders more concerned on relationship between staffs, they promote the good staff, help them to develop, and move forward. Managers assign people, focus on personnel issues; and focus on how the job task get done, how they solve it, and how are they finished. (Rashid A., A., 2007).
The ways employees connect to the leader are important. If the employees do not like or trust the leader, this can impact the outcome of the job and create future hurdles. If you work for someone, you have to be able to relate to him or her. There has to be a formal relationship in order for the formal authority to be respected.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
Complaints are a good form of feedback. They're a few steps to follow in handling difficult situations. The first is to Focus and listen to the customer. The next is to be courteous and discreet, if possible take the customer away from others. Then suggest way(s) to fix the problem, if nothing can be done thank the customer for bring the problem to your attention. If you can't fix the problem go to somebody who can but stay there to make sure the problem is resolved. Then find the solution and implement it, then check the customer is happy and re-thank them for bring the problem to your attention. Last off all record the situation in your establishments logbooks.
The saying, “the customer is always right” isn’t always necessarily true. Most of the time, the sales associated is correct. However, it is still important to treat costumers with respect, even when they are wrong. Another important skill to have in order to survive retail is to remain patient with costumers. It can be frustrating when a customer messes up a display or leaves clothes on the dressing room floor. Dealing with grumpy customers can also be challenging. Nonetheless, a worker must remain calm and accept that the job entails sometimes dealing with difficult situations and
There are many skills needed to deal with customers. They range from dealing with indecisive people to emotionally unstable ones and even timid ones. By using positive communication, good body language, and by actively listening, you can be sure that you can identify the problem that is occurring and start looking for a solution that not only makes the customer content but that follows the policies and values of the business. Most problems arise because not everyone knows these skills and how to use them. The right training can go a long way for a business and its relationships with its customers.
To exercise effective leadership, the individual must meet certain parameters, which if they are carried out successfully all of them will ensure a long life to the organization. The relationship with partners should be based on trust. Do not just give employees a list of tasks, encourage their views so that their skills might be enhanced for advancement. In addition, it makes them more committed to the work and is reflected in the quality of the product and/or service performed (Ussahawanitchakit, 2011).
Offer alternative channels, like, live chat and knowledge management databases, to answer customer concerns. Focus on improving the overall online experience. Deflect calls, not customers.
Leader should have the shared responsibility and collaborative quality. For example, instead of making the strategy alone, he will gather the idea of all brilliant workers to increase the productivity of the organisation.
Leadership, without doubt, is a significantly important function of management. It helps to aggrandize efficiency and to fulfil an organization’s goals. Leadership is the ability of a manager to induce the subordinates to work with confidence, determination, courage and zeal. It is also defined as ability to influence a group towards the realization of a goal. Leaders should have the capability of developing future visions, and to drive the organizational members to want to attain the visions. This paper states my points in which I duly believe, justifies the importance of an outstanding leader in any organization.
Finally, follow up with the customer. Business and companies have an opportunity to make sure that the customers needs or issues were met and resolved. You can follow up with your customer by phone, email or even a letter to make sure that the issue or solution was solved to their satisfaction. If it wasn’t solved or resolved at that time that you will continue to find a workable solution and keep them informed. Sometimes going above and beyond will exceed the customers expectations and they will become loyal customers as well as customers that will share creating new customers.