Customer Complaints (Grade 11 NSC Matric Tourism): Flashcards
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Practise the cards
10 cards from this deck
Customer complaint definition
Customer complaint definition
Customer dissatisfied with service/product quality
Two types of customer complaints
Two types of customer complaints
Verbal (spoken) and written (text form)
Common reasons for complaints (name 3)
Common reasons for complaints (name 3)
Poor service, delays, expectations not met
Advantage of verbal complaints
Advantage of verbal complaints
Businesses respond faster than written ones
Advantage of written complaints
Advantage of written complaints
Customer writes in rational, organised manner
Complaint handling system definition
Complaint handling system definition
Structured approach to receive & resolve complaints
How complaints help businesses
How complaints help businesses
Identify strengths/weaknesses, improve quality
4 steps for written complaint responses
4 steps for written complaint responses
Thank, apologise, explain actions, offer compensation
6 steps for verbal complaints
6 steps for verbal complaints
Listen, ask, apologise, solve, compensate, thank
Handling criticism constructively
Handling criticism constructively
Learn from it, don't take personally, think before responding