Solution of PPC Petitions Complaints and Claims

Within the Customer Service area of the companies, there is a division in charge of dealing with the Petitions, Complaints and Claims of the customers and is responsible for generating in large part the loyalty of the target market, causing sales to generate added value by connecting the buyer closely with the products and services offered by the company.

From our own experience, many companies have yielded important positions in the market due to an negelct in this division of the Customer Service area and know that these faults committed with their buyers represent very valuable human and economic losses.

We will start from a series of basic premises that define the importance of taking care of the PPC Petitions, Complaints and Claims of the clients as they represent the continuity and strengthening of the commercial relationship between the company and the client.

  • The customer is the most important asset of a company.
  • The client is the purpose of the work of the members of a company.
  • The customer does a favor to the members of a company by giving them the opportunity to serve him in his requirements or needs.
  • The client brings wishes, expectations and aspirations that must be translated and interpreted by the customer service team and whose function is to make them a reality. And always look for the human being behind the client.
  • The customer deserves excellent or spectacular service.
  • The company must anticipate the needs, desires and expectations of the customer and surprise.
  • The company must take the initiative to serves the prospects and clients.
  • The members of the company that integrate the customer service team must have service vocation. The company must find and offer customers the best quality products.
  • The members of the customer service team must know the wishes, needs and expectations of their customers.
  • The attention of PPC Petitions, Complaints and Claims is an art that must be learned.
  • Among the different areas that make up a company and its members must reach a Customer Service Agreement (CSA).

It is necessary to take into account that the PPC are generated by a valid reason and generally it is by a valid reason that causes some level of dissatisfaction of the client about the product or the products and / or services that acquired with the company and that were noticed by him in an early or average stage of the use of the product or service.

Many companies have excellent salespeople who are able to generate or achieve high sales quotas within the target market of the company, but unfortunately it does not happens in the same way as their customer service teams that serve poorly to their customers and generate dissatisfaction, discomfort and dissatisfaction with unsatisfied customers who will not buy the products and / or services they acquired or others offered by the same company and for these reasons they will seek or be seduced or trapped by the competition that generates a high added value in the attention to the client in its Petitions, Complaints and Claims.

Now let’s define separately the different components of the PPC:

Petition

It is a request or suggestion that the client can make about the product or service that he acquires so that it is taken into account and executed by the company and can do so in advance, immediately or after the purchase.

Complain

It is the manifestation of protest, dissatisfaction or nonconformity that the client formulates in relation to the form or conditions in which sales or after-sales service has been rendered. The complain is a valuable opportunity to take contact with the client and evaluate the service.

Claim

It is the request of review to the company, already be for motive general or particular, relating to the undue presentation of a service or to the inopportune attention of a sale or service.

A claim is also manifested as the direct action of the client to make the company aware of the level of partial or total dissatisfaction about the product (s) and / or services that he acquired through the company.

According to the Expert Professor and Consultant in PPC William Good there are three indispensable qualities in the personnel that must face this division of the Customer Service area:

Assertiveness

Assertiveness means what is thought or felt to the right person at the right time, with the right words and tone.

Empathy

A customer service member should strive for the warmth of attention, resulting in a friendly customer relationship that listens to him and cares about his needs and wishes.

Active listening

Focus the listening on the message and not on the person. Responding clearly to two sensory stimuli: what is seen and heard. This means not taking emotionally part on customer complaints or claims.

Here are a few key recommendations to properly handle the PPC Petitions, Complaints and Claims:

  • Listen carefully and understand what the customer says.
  • Answer carefully, do not answer rudely.
  • Ask and ask for confirmation of what has been understood by the client.
  • Understand that the company is not perfect nor the client either.
  • Maintain at all times the tranquility and the sanity to solve the complaints and the claims.
  • Not all people have qualities for this activity and management and for this reason it must seeks agile, thoughtful young people with an attitude of service.

Another of the most common situations when trying to solve the PPC is in the way of interrupting the client, especially when it should be done in person or by phone. For this it is important to take into account the following recommendations:

If the situation is occurring face-to-face, visual contact with the client must be maintained.

  • Show interest and attention.
  • Ask intelligent questions that lead the conversation to a solution or agreement.
  • Take note of what the customer expresses.
  • To nod the doubts, fears or nonconformities of the client.
  • Use courteous interruptions.
  • Explain why it is interrupted.
  • Use the name of the partners.
  • Do not say the word NO directly but indirectly. Example: yes, what you say is very valid but these products are manufactured in this way ….

Of course not all customer demands are valid and it is also important to say NO indirectly or ultimately directly when the company cannot fulfills a request that exceeds its regular operations or when it cannot commit to the terms that a customer asks.

One of the most dangerous and frequent situations in companies that gives rise to multiple complaints and claims is that customers receive false promises from the company’s sales people about a product or service that the company manufactures or sells to win a business and as are not fulfilled, this results not only in an internal problem among employees of the company with the customers, but also the loss of the corporate image of the company that can hardly be recovered.

Therefore to avoid such complaints and claims at all times all employees of the company both sales and Customer Service must be consistent between what they think, say and do.

Finally in what has to do with verbal communication it must take into account the following qualities:

  • Voice Tone.
  • Correct vocalization of words.
  • Fluency of ideas.
  • Clarity when exposing possible solutions avoiding complex languages that the client does not understand.

In short, what are the PPC, Petitions, Complaints and Claims?

They are the best opportunity that clients give us to know with certainty what we are doing wrong as a company and how we can solve it.

In order to obtain better results in practice and to extend the concepts seen in this article on “Solution of PPC Petitions, Complaints and Claims”, know and use our:

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Un Comentario en Solution of PPC Petitions Complaints and Claims

  1. Dacey Gray
  2. Good content, this information is the key for customer service. Thank you so much!

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