BSB50215: Client Issue Handling Presentation for Business Success

This presentation focuses on the crucial topic of customer issue handling, offering a comprehensive guide to effectively address client problems and complaints. The presentation begins by emphasizing the importance of showing interest and empathy towards customers, setting the stage for building trust and understanding. It then outlines a step-by-step process for resolving issues, including establishing repeat processes to connect with clients, admitting mistakes, and setting up transparent programs for resolution. The presentation also highlights what should not be done when handling customer issues, such as being defensive or impersonal. Recommendations include hiring expert employees, establishing strong complaint handling processes, and fostering strong client relations. The conclusion stresses the need for proper training and development programs, emphasizing gentle, polite communication and informed responses. The presentation includes references to relevant academic sources, providing a strong foundation for the strategies discussed. This presentation is ideal for students seeking to improve their customer service skills and business management knowledge. Find more resources and solved assignments on Desklib.

CUSTOMER HANDLING
NAME OF THE STUDENT-
UNIVERSITY NAME-
Client’s will complain but how you handle it
is far more important for the organization
success

INTRODUCTION
 This Presentation focuses on the handling
client’ issues and problems.
 It identify the ways and process to satisfy
clients.
 Helps in learning the ways to encounter
issues and problems which clients are facing.

1. SHOW INTEREST
* Set customer issue handling program.
* Show interest in client’s issues and problem
 Treat client with integrity and respect
 Keep client’s calm*

2. SHOW SYMPATHY
Showcase that you could understand
How you could
Satisfy clients with
Their issues

3. SET UP REPEAT PROCESS TO
CONNECT WITH CLIENTS
Repeat the booked issues and problems which
They found
After hearing client
Give them proper attention

4. CONSIDER THE HUMAN
ERROR AND ISSUES
Gently communicate the grievance solution
program for clients.
Be diplomatic and supportive to clients!

5. ADMIT THE ISSUES AND PROBLEMS
Talk with clients
And admit that “we have made mistakes”
Give support to clients with their issues.
.
But do not try to be patronising
…..Do not agree just to agree. *

6. SET PROGRAM FOR CLIENT
RESOLUTION
Keep the process transparent to clients.
Communicate clients with what can be done
And what can not
If you are unable to solve issues then
communicate the same immediately to
someone
Who could

Handling client’s issue
Things which
should not be done !

WHAT SHOULD NOT BE DONE BY
TEAM
BE defensive-
Do not take it personal
Help client’s to solve their issues.
Be helpful-
Try to help clients to
understand the process.
Be clear to clients
Help client’s to
resolve their issues.

SET JEOPARDISES FOR MITIGATING
THE ISSUES
 Assist in solving the issues
 Leave the problem unsolved.
 Communicate immediately with the
concerned department.
 Offer compensation to clients for its
satisfaction.

Handling angry
customers