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Flowchart For Problem Resolution
Don= 217;t Mess With It!
YES
NO=
YES
YOU IDIOT!
NO=
Will it Blow Up
In Your Hands?
NO=
Look T= he Other Way
Anyone Else
Knows?
You’re SCREWED!
YES
YES
NO=
Hide I= t
Can You Blame
Someone Else?
NO=
NO PROBLE= M!
Yes
Is It Working?
Did Yo= u Mess
With It?
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3=
Presented By…
•Nancy Whar= ton
•Cornerstone Business Solutions
•Guests:
•Tracy Campbell: Owner, urban homestead
•Christine Helm: Owner, Spaaah Shop
•Chris Hunter: Principal,
•Cornerstone Business Solutions
Sli= de Title
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4 =
Tracy Ca= mpbell - urban homestead
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Christ= ine Helm – Spaaah Shop
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6 =
Cornerst= one Business Solutions
•A F= our Corners-based business develop= ment practice dedicated to helping small and = medium size companies clients build and o= perate more profitable businesses.
•Est= ablished in September 2001    member - Durango, Farmington and A= ztec Chambers of Commerce and BBB
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0092.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
7 =
Cornerst= one Business Solutions
•Memb= er - international RAN ONE Network of Busine= ss Development Firms
•Sys= tems and results-oriented service that pr= ovides a measurably high return on the bus= iness development investment dollar <= /span>
•<= /span> =
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0041.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
8 =
Dissatisfied Customers Spea= k Up… Satisfied Ones Don’t
= •For every customer who makes a complaint, you are likely to have between twenty and thirty dissatisfied customers who say nothing… to you!
<= span style=3D'visibility:hidden'>•
<= span style=3D'visibility:hidden'>•
Dis= satisfied Customers Speak Up… Satisfied Ones Don’t
Stat= istics vary, but for every customer who makes a complaint, you are likely to have betw= een twenty and thirty dissatisfied customers who say nothing.
Or a= t least, they say nothing to you, but they’re happy to tell other people. In fact, customers are likely to tell between eight and ten people when they are dissatisfied. And each of these is likely to pass the word on to several others.
The = size of the ripple effect varies of course depending on factors such as the size of t= he initial purchase, whether the complaint is about a product or a service, = and the customer’s socio-economic group. But the general picture remains the same: expressed complaints might be only the tip of an iceberg.
Unfo= rtunately, satisfied customers are much less likely to spread good news about a prod= uct or service. People are less willing to go out on a limb and make a recommendation. They tend to tell only their inner circle of friends and family, perhaps feeling that it’s not up to them to offer advice to acquaintances. People also tend to find it amusing to pass on, and perhaps exaggerate, anecdotes about poor customer service.
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Satisfied Customers= …
= = •Satisfied customers are much less likely to spread good news about a <= /span>product or service
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file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0042.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
10 =
What We’ll Cover Today
•The benefits of an effective complaint resolution procedure
•How you can encourage complaints
•Why poor complaint handling is bad for business
Wha= t We’ll Cover Today
So c= omplaint behavior can have very real consequences for a business and dealing with = them requires a set of strategies. Well managed, complaints can actually be tu= rned to competitive advantage to improve your business processes AND even ceme= nt customer loyalty. Let’s see how.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0093.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
11 =
What We’ll Cover Today
•Equip your team with t= ools to keep customers happy
•The stages every complaint     = resolution process needs
•Best practices in deal= ing with customer complaints
•<= /span>
Wha= t We’ll Cover Today
So c= omplaint behavior can have very real consequences for a business and dealing with = them requires a set of strategies. Well managed, complaints can actually be tu= rned to competitive advantage to improve your business processes AND even ceme= nt customer loyalty. Let’s see how.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0083.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
12 =
Questions & Comments
<= span class=3DBB style=3D'position:absolute;left:-3.18%'>•Ask the r= etail experts…
•Share your best “satisfied customer” experience… = •Describe = your most frustrating customer experience…
•
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0045.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
13 =
Complaints Can Help You Improve Products And Services
•Your advertising is cl= ear
•Your team members in s= ales are not making excessive claims for your products
Com= plaints Can Help You Improve Products And Services
A th= ird important reason why you should listen to complaints is very simple. If someone is complaining, the chances are it’s because they have encountered a r= eal problem in using one of your products or services. Listening to complaints allows you to find out what the customer thinks of how well your products work, or how efficient your services are, and to correct design faults or make them work even better. In other words complaints can be used as a feedback mechanism to improve your products or services.
Alon= g with this benefit you can also use complaints to assess such things as whether your user instruction manuals are easily understood, if the product labelling information is clear and even if the sales team might be making unwarrant= ed claims for the product just to get it sold.

------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0094.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
14 =
Complaints Can Help You Improve Products And Services
•Your product labelling= and information is clear
•Your user manuals are clear
•Your products require improvement
•Quality control needs attention
Com= plaints Can Help You Improve Products And Services
A th= ird important reason why you should listen to complaints is very simple. If someone is complaining, the chances are it’s because they have encountered a r= eal problem in using one of your products or services. Listening to complaints allows you to find out what the customer thinks of how well your products work, or how efficient your services are, and to correct design faults or make them work even better. In other words complaints can be used as a feedback mechanism to improve your products or services.
Alon= g with this benefit you can also use complaints to assess such things as whether your user instruction manuals are easily understood, if the product labelling information is clear and even if the sales team might be making unwarrant= ed claims for the product just to get it sold.

------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0043.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
15 =
Poor Complaint Handling Is Bad For Business…
<= span class=3DBB style=3D'position:absolute;left:-3.37%'>•Negative word-of-mouth
<= span class=3DBB style=3D'position:absolute;left:-3.37%'>•Complaint sites
<= span class=3DBB style=3D'position:absolute;left:-3.37%'>•Legal act= ion
Poo= r Complaint Handling Is Bad For Business…
As w= e’ve noted, customers are more likely to complain to their contacts than they = are to complain to you and that can generate an enormous amount of negative word-of-mouth, possibly more than your promotional budget can compensate = for.
Thes= e days the story can get worse. There are even a number of websites that specialize = in airing customer grievances and a complaint can be read by everyone with an Internet connection.
And = finally, you can end up in court.
In a= ll these cases the reputation of your business is on the line. In the first two, you may= not even be aware of what is being said about you. And in court, even if you = are exonerated, your name has still been associated with a complaint about po= or customer service.
So t= he first reason for developing an effective complaint resolution system is that it’s simply a good damage control mechanism.
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16 =
Complaints Are Really Opportunities
R= 26;Complaints should be viewed as opportunities
–It’s illogical to fear or begrudge complaining customers =
–Their real cost is relatively s= mall and the benefits from increased customer satisfaction and customer knowledge   can be tremendous
Com= plaints Are Really Opportunities
All = in all then, rather than being a cause of angst and the gnashing of teeth and the thro= wing up of hands in exasperation, a complaint can be welcomed as an opportunit= y.
Real= ly, it’s illogical to fear complaining customers; and worse, to begrudge giving th= em compensation. Their real cost is relatively small and the benefits from increased customer satisfaction and knowing your customer better can be tremendous.
But = most businesses don’t understand the value of the complaints they receiv= e. They see a complaint as an ‘us versus them’ situation and the customer becomes their enemy. This perception taints the entire process of handling complaints and the usual outcome is an unhappy customer that tak= es their business somewhere else.
Comp= laints are actually a gold mine and one of your most valuable customer touch points = if you manage them effectively.
But = of course, before you can do anything about a complaint you need a COMPLAINT.=
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0048.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
17 =
Encouraging Customers To Complain
&#= 8226;Few complaints might only mean:
–That customers don’t have a mechanism for getting the message to the manag= er, or
–There is no well-publicized complaint procedure
&#= 8226;Encourage complaints
Enc= ouraging Customers To Complain
Some= managers will boast that their company gets very few complaints. But this is not necessarily a good thing – it may only demonstrate that customers don’t have a mechanism for getting the message to the manager! Agai= n, customers will not come forward to complain if there is no well-publicized complaint procedure.
So, = since we are looking for ways to encourage complaints let’s look at the flip side first – why might customers be reluctant to complain or not bother complaining? This will provide us with ideas on how to design an effective complaints resolution system later.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0049.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
18 =
Best Practices For Dealing= With Customer Complaints
R= 26;To develop a best practice system requires managing two areas:
–Making it easy for a customer to lodge a complai= nt
–Dealing with complaints in a manner that maintains customer loyalty
Bes= t Practices For Dealing With Customer Complaints
OK, = with those things in mind let me give some guidelines on what I believe makes for a = best practice complaints system. Later we can check back against this list and= see if the system covers all the issues.
To d= evelop a best practice system requires covering a number of things but they come down to two broad categories – make it easy for a customer to lodge a complaint; and deal with complaints in a manner that maintains customer loyalty.
Thes= e are some ways we can do this.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0050.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
19 =
Making It Easy For Custom= ers To Complain
R= 26;Provide a number of complaint channels:
–<= /span>Face to face
–<= /span>email
–<= /span>Hand out forms after a job
–<= /span>Telephone (provide a toll free number)
–<= /span>Drop box
–<= /span>Web site feedback form
Mak= ing It Easy For Customers To Complain
This= may go against the grain! But remember what I said about loyalty and damage cont= rol - you can limit negative publicity by encouraging people to talk TO you rather than ABOUT you. And if you handle customer complaints well, you can confirm customer loyalty. You might even turn dissatisfied customers into goodwill ambassadors for your business. So start by providing a number of ‘complaint channels’.
For = instance, the customer face to face with the sales person is just one channel – b= ut also the most intimidating for many customers. So you should also conside= r an email or telephone hotline so that customers can log a complaint or talk = to someone ‘at a distance’. If you provide a service, you could leave a ‘for comment’ slip after the job is completed.=
I= 217;ve listed a few on the slide but you should think about others that might work in y= our line of business.
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20 =
Promote Your Complaints Policy
•Providing channels for complaints is not enough
•Advertise your complai= nts policy
•Explicitly invite customers to complain
•Tell customers about y= our way of dealing with complaints (for example, no-questions refunds)
Pro= mote Your Complaints Policy
But = providing channels is only part of the solution. If people are to be encouraged to = come forward with complaints it also helps to advertise your complaints policy= and how customer-friendly it is. So mention it on your company advertising, warranties, and product information.
You = should go even further - customers should be invited to come forward with any complaints= and they should be informed about how to do so.
For = instance, on correspondence or on your website state explicitly that you are open to contact on problems with messages like “If you have any problems= , do not hesitate to contact us”.
And = if you have a way of rectifying problems that works to differentiate you from your competitors, for example by offering no-questions refunds, then make sure your customers know about it. Your method of dealing with customer proble= ms is one more way to stay ahead of your competitors by providing you with an additional bit of competitive advantage.
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21 =
Prepare For A Shock
= •If it has been difficult to complain previo= usly and you now make it easier, then it&#= 8217;s likely the number of complaints wil= l increase initially
Pre= pare For A Shock
When= you take these steps prepare for an initial shock – complaints are likely to rise! If it has been difficult to complain previously and you now make it easier, then its likely the number of complaints will increase initially.= But then, as complaint data and other customer feedback are used to eliminate underlying problems - and we’ll see how that works a little later -= the number of complaints should decline. Best practice companies do everything they can to encourage complaints but by acting on the data they receive f= rom them, they do eventually greatly reduce the number of complaints received= .
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------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0095.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
22 =
Prepare For A Shock
= •As complaint data and other custom= er feedback mechanisms are used to elimin= ate underlying problems the number of complaints = will decline
Pre= pare For A Shock
When= you take these steps prepare for an initial shock – complaints are likely to rise! If it has been difficult to complain previously and you now make it easier, then its likely the number of complaints will increase initially.= But then, as complaint data and other customer feedback are used to eliminate underlying problems - and we’ll see how that works a little later -= the number of complaints should decline. Best practice companies do everything they can to encourage complaints but by acting on the data they receive f= rom them, they do eventually greatly reduce the number of complaints received= .
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mEUcTiABADs= ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0053.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
23 =
Dealing With Complaints In= A Way That Maintains Loyalty
R= 26;Fast and courteous resolution is critical. Why?:
–Customers reward companies that quickly solve the= ir problem by remaining loyal customers&#= 13;
–You save money by minimizing team time in= volved in resolving complaints
Dea= ling With Complaints In A Way That Maintains Loyalty
The = other big area to deal with concerns your actual handling of the complaint. Your whole complaints resolution system should be customer focused so as to provide a fast and courteous resolution.
Cust= omers reward companies that quickly solve their problem by remaining loyal customers. Studies show that a speedy response can add 25 percent to customer loyalt= y.
And = there’s another reason to develop a system of speedy resolution – saving mo= ney by eliminating unnecessary additional contact with complainants that driv= es up the amount of team time involved. Research suggests that resolving a complaint on the first contact reduces the cost by at least 50 percent.
Let&= #8217;s look at a number of ways of introducing best practice complaint resolution. Re= ally it comes down to your systems and your team.
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24 =
Select Team Wisely And Train Them In Handling Upset Customers
•Custo= mer services team members should be:=
=
=
<= span style=3D'font-size:75%'>•Good problem solvers
•Stress resistant
•Able to multi-task
<= span style=3D'font-size:75%'>•Good communicators
•Computer literate
•  Able to master   processes
•  Helpful disposition
•
Sel= ect Team Wisely And Train Them In Handling Upset Customers
It c= an be tough dealing with a dissatisfied customer so you need team members with the ri= ght sort of disposition to handle it properly. I’ve listed the most important personal qualities for customer facing team on the slide. If you think there are people on your current team who are dealing directly with customers and don’t have these qualities, then maybe you need to consider some training for them. And when you recruit in future, you shou= ld actively assess for these qualities in your applicants.
This= is so important because surveys show that the reasons customers give for liking= or disliking a company relate to the product or price far less often than th= ey do to their experiences with an employee and his or her attitude.<= br>
With= complaining customers, friendliness alone isn’t going to be enough and it’= ;s only being fair to the team themselves to prepare them with the skills to handle a distraught customer. It’s also to your advantage because n= ow the complaint will be dealt with in such away that a personal clash doesn’t make a bad situation even worse.
I= 217;ll have a bit more to say about team later but for now let’s look at the seco= nd major aspect of a good complaint resolution process – the procedure itself. With the best team in the world you will still need to put in pla= ce a system that facilitates their ability to manage complaints effectively.
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25 =
Capture Information About <= /span>= Customer Complaints
•Eve= ry complaint should be logged regardl= ess of who takes it
–<= /span>Pinpoint what (or who) is responsible for a complaint so you can eliminate root causes
Cap= ture Information About Customer Complaints
Firs= t, a best practice system must provide a way of capturing information about complai= nts that have been made. Front-line employees are in the best position to cap= ture information about the complaints customers bring to them but it should be= the responsibility of anybody who deals with a complaint to log it on a recor= ds system. The system should include complaints from all sources, e.g., telephone calls, surveys, focus groups, correspondence, complaint/concern cards available at service points and so on.
You = may also need to be able to track the progress of a complaint, in which case you’= ll need some extra data such as names, addresses, and telephone numbers of t= he complainant, individual employee assigned, actions taken, due dates, progress, disposition, and other descriptive information used to enhance = all customer contacts.
Capt= uring and tracking systems can be computer or paper based but without such a system= you won’t be able to pinpoint what (or who) is responsible for a compla= int so you aren’t going to be able to eliminate root causes. And if you don’t have a way of tracking the interaction with the customer as t= he complaint gets resolved, you’re likely to lose track and fail to complete it or take far too long in getting it completed.
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26 =
Empower Your Team
•Und= erstand the procedures to handle complai= nts
•Exc= ellent product knowledge
•Tra= ined in the skills of dealing with customer= s
Emp= ower Your Team
Your= team is a major element in making your best practice system work. Apart from their personal skills there are 5 main areas in which they need your support.
The = first is, obviously, that they have been trained in the particular procedures you h= ave developed for handling a complaint.
Also= give them product training. You can’t expect them to resolve complaints about products they know nothing of.
I= 217;ve already mentioned that training in the techniques of handling personal interactio= ns, particularly potentially confronting ones, is basic to getting to a good result with a customer. And they’ll feel a lot more self assured ab= out their ability to handle the situation.
When= they have these skills, give them the power to use their judgment in helping a cust= omer with a complaint. Team should be empowered to take appropriate action if = the complaint is clearly justified, falls within their jurisdiction, and can = be rectified immediately. Where those conditions aren’t met and the complaint needs to be passed up there should be a clear chain of escalati= on.
Try = to create an internal culture that welcomes complaints and thrives on continually rais= ing standards. Reassure team members that you will not use complaints to blame individuals. Rather, you are looking for ways to improve processes.
Empo= wering team members can improve morale and decrease turnover as well as providing you with a first class complaint resolution system.
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27 =
Empower Your Team
•Und= erstand when they can resolve a compla= int and when it must be passed upwards=
•Fee= l safe in reporting complaints
Emp= ower Your Team
Your= team is a major element in making your best practice system work. Apart from their personal skills there are 5 main areas in which they need your support.
The = first is, obviously, that they have been trained in the particular procedures you h= ave developed for handling a complaint.
Also= give them product training. You can’t expect them to resolve complaints about products they know nothing of.
I= 217;ve already mentioned that training in the techniques of handling personal interactio= ns, particularly potentially confronting ones, is basic to getting to a good result with a customer. And they’ll feel a lot more self assured ab= out their ability to handle the situation.
When= they have these skills, give them the power to use their judgment in helping a cust= omer with a complaint. Team should be empowered to take appropriate action if = the complaint is clearly justified, falls within their jurisdiction, and can = be rectified immediately. Where those conditions aren’t met and the complaint needs to be passed up there should be a clear chain of escalati= on.
Try = to create an internal culture that welcomes complaints and thrives on continually rais= ing standards. Reassure team members that you will not use complaints to blame individuals. Rather, you are looking for ways to improve processes.
Empo= wering team members can improve morale and decrease turnover as well as providing you with a first class complaint resolution system.
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28 =
Effective Complaints Procedures Reveal Training Needs
<= span class=3DBB style=3D'position:absolute;left:-3.15%'>•In the team’s product knowledge
•In their ability to deal effectively with irate customers
Eff= ective Complaints Procedures Reveal Training Needs
Wher= e complaints arise because the customer was given incorrect information or advice abou= t a product you know you have some work to do on improving the quality of your sales team through training. But its not only technical competence that’s needed. Even though technical competence should go a long way towards eliminating complaints in itself, when they do occur your team sh= ould also know something about how to deal with the situation so as to resolve= it in such a way as to maintain customer loyalty – and avoid further complaints about their rudeness or whatever! I’ll come back to the importance of this a bit further on.
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29 =
Capture Information About <= /span>= Customer Complaints
•You= need to be able to capture and track = the progress of a complaint        = ;          (paper or computer-based) =
–<= /span>Ensure it is resolved in a reasonable time =
–<= /span>Look for trends
•<= /span>
Cap= ture Information About Customer Complaints
Firs= t, a best practice system must provide a way of capturing information about complai= nts that have been made. Front-line employees are in the best position to cap= ture information about the complaints customers bring to them but it should be= the responsibility of anybody who deals with a complaint to log it on a recor= ds system. The system should include complaints from all sources, e.g., telephone calls, surveys, focus groups, correspondence, complaint/concern cards available at service points and so on.
You = may also need to be able to track the progress of a complaint, in which case you’= ll need some extra data such as names, addresses, and telephone numbers of t= he complainant, individual employee assigned, actions taken, due dates, progress, disposition, and other descriptive information used to enhance = all customer contacts.
Capt= uring and tracking systems can be computer or paper based but without such a system= you won’t be able to pinpoint what (or who) is responsible for a compla= int so you aren’t going to be able to eliminate root causes. And if you don’t have a way of tracking the interaction with the customer as t= he complaint gets resolved, you’re likely to lose track and fail to complete it or take far too long in getting it completed.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0056.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
30 =
Include Complaints Data In = Management Reports
•All complaint information should be monitor= ed and reported on a regular basis =
•Kee= p the details of a complaint; an aggreg= ate number won’t allow you to identi= fy the problem that needs fixing
•<= /span> =
Inc= lude Complaints Data In Management Reports
All = this complaint information you gather should be monitored and reported on in terms of the level of complaints received and their nature, on a regular basis.=
Mana= gers should be able to, and in fact should, retrieve and check complaint data displayed = by type, region, product or service line, the business section responsible, = root cause and volume.
The = reason you need to log things like which particular product is the cause of the complaint, rather than just an aggregate number of all complaints received over a particular time, is so that you can identify the root causes and d= eal with them. An aggregate number won’t tell you if it is the new prod= uct you have just introduced that is attracting a lot of complaints while oth= ers are fine; or an unclear user manual that needs a phone call to ask “= ;What does this mean?”; or even if a lot of the traffic is simply rep= eat calls from customers trying to get a response to their original complaint= .
An a= ggregate number won’t allow you to identify the problem that needs fixing.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0057.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
31 =
Use Complaints Data To Improve The Business
= •When you do keep the right information the results of analyzing it can provide useful insights on custom= er satisfaction, product design and team training needs
Use= Complaints Data To Improve The Business
And = fixing is largely what this exercise is about. When you do keep the right informati= on the results of analyzing it can provide useful insights on customer satisfaction, product design and team training needs.
Furt= her analysis to identify the most common concerns can lead to redesign or changes in t= he products themselves to prevent customers from being dissatisfied or from needing to call for information - this leads to preventive measures that decrease the need for customers to call up and seek advice.
Havi= ng dealt with the particular complaint, the information can then be used to decide whet= her any system, equipment or team-related improvement needs tackling to elimi= nate this particular type of complaint from happening again. Where this is the case then deal with internal process improvements or training requirement= s as soon as possible after the complaint has occurred so it doesn’t ari= se for future customers.
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32 =
Monitoring Improvement
̶= 6;Set up some relevant key performance indicators to track how well complaints are being handled and their causes elimi= nated, e.g.:
–Overall number of complaints
–Average resolution time
–First-call resolution rate
Mon= itoring Improvement
And = of course no system is complete without a way of tracking its effectiveness. You’= ;ll need to set up some relevant key performance indicators for this and have them reported on regularly.
For = instance, the overall number of complaints is one convenient key performance indicator = of customer satisfaction and provides a baseline for setting goals to improve upon such as ‘Reduce complaints by 20% over the next 3 months’= ;.
Reso= lution time is another customer satisfaction KPI that this data can provide. Best-in-business organizations emphasize first-call resolution or online resolution and they average an 85 percent resolution on the first contact= for all calls received. Would your business measure up to that benchmark?
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0060.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
33 =
Stages Of Complaint = Resolution
•Seven step resolution process:
<= span style=3D'mso-special-format:"numbullet3\,1";position:absolute;left:-5.29%'= >1.Allow customer to vent
<= span style=3D'mso-special-format:"numbullet3\,1";position:absolute;left:-5.29%'= >2.Thank them for the complaint
<= span style=3D'mso-special-format:"numbullet3\,1";position:absolute;left:-5.29%'= >3.Apologize
<= span style=3D'mso-special-format:"numbullet3\,1";position:absolute;left:-5.29%'= >4.Understand the issues
<= span style=3D'mso-special-format:"numbullet3\,1";position:absolute;left:-5.29%'= >5.Fix the problem
<= span style=3D'mso-special-format:"numbullet3\,1";position:absolute;left:-5.29%'= >6.Give a care token
<= span style=3D'mso-special-format:"numbullet3\,1";position:absolute;left:-5.29%'= >7.Follow through
Sta= ges Of Complaint Resolution
Thos= e are the processes you’ll need to build into your complaint management syste= m. Let’s turn now to look at best practices in the actual resolution o= f a complaint that will leave the customer feeling they have been fairly trea= ted and still loyal to you. I’ll go through them briefly but I’d really recommend the value of providing your team with some sort of formal customer service training on this. Apart from trainers you can buy in, th= ere are plenty of useful videos around on this.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0061.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
34 =
Provide The Customer With = The Opportunity To Vent
R= 26;Step 1: Provide the opportunity for the customer to vent =
–This demonstr= ates that you take the complaint seriously
Pro= vide The Customer With The Opportunity To Vent
Step= 1 should be to provide the opportunity for the customer to vent. This may be through listening sympathetically to their complaint in the face-to-face situatio= n or reading their letter in full and attentively instead of filing it WPB (wa= ste paper basket).
This= demonstrates that you take the complaint seriously. That’s why I used the words ‘sympathetically’ and ‘attentively’ - trying to resolve the situation without first understanding the customer’s feelings almost never works. Only after your customers have vented can th= ey start to hear what you have to say and begin the process of problem solvi= ng. Remember, if you try to stop a customer from expressing their feelings, y= ou will push them from annoyed to irate in a matter of moments.

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K7jkm7vm67J8W77oK7uFG6ut673w+72JGrnQA7VZy7GiW7n5i7+dq7/9e73867/JeaiOK7/xe8BA +rqAqqEH6bUG2cAMXJAObKU0G8EVvLcQjMESbMETnMEPvMEafMHP+LsqQgOHSZAQ0Io7AAGOuMIt zMIorMIwvMIy/MI1HMMo/MI6jMMunMM+TMM/PMNC3K5wJYgbiRPwyoTOqsSbyMRqhsRLDMVNLMVP /MRHbMVHgsVqlsRSHCBMEprhBsavGBpvSxpiXJJkzJqjUcZrrMYu6sZhnMZiHG6CEBAAOx== ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0062.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
35 =
Thank Them For The <= span style=3D'position:absolute;top:9.5%;left:14.04%;width:75.65%;height:9.25%'= >Complaint
= = •Step 2: Thank the customer for making= the complaint and providing the opportunity to help them resolve it
Tha= nk Them For The Complaint
The = next step is to thank the customer for making the complaint and providing the opportun= ity to help them resolve it. In a face-to-face meeting there are a number of behaviors that go a long way towards making this come across as sincere; = like making eye contact and keeping body language positive and attentive. These skills, and others, are always taught in any customer service training co= urse which is why I think its always worthwhile putting your customer service = team through such a program.
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36 =
Offer An Apology
•Step 3: Apologize, even if you aren’t the per= son who made the mistake
•Apo= logize even if the customer is in the wr= ong - ultimately the solution comes d= own to fixing the problem, not assigning blame
Off= er An Apology
Step= 3 is to aapologize, even if you aren’t the person who made the mistake. Remember, your customer relates to you as the representative of the company and takes yo= ur apology as a corporate acceptance of fault if not a personal one.<= br>
What= ’s more, you should apologize even if the customer is in the wrong by saying somet= hing like “I’m sorry you are having a problem”. After all, what difference does it make if the customer is right or wrong? Ultimately the solution comes down to fixing the problem, not assigning blame.
Don&= #8217;t use your apology as a pre-emptive strike by making it the first thing you say= to an upset customer. Give them time to provide the necessary details so you= can make the apology more personal and specific to their circumstances.
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37 =
Understand The Customer’s Issues
•Ste= p 4: Ensure you really understand the prob= lem – there’s no point fixing the wrong thing
–<= /span>Get the minimum information you need to solve the problem
–<= /span>Try to make the resolution as nuisance = free as possible
–<= /span>Identify what result the customer will = find acceptable to consider the problem resolved
Und= erstand The Customer’s Issues
It&#= 8217;s easy to assume you know what the customer’s problem is within their first f= ew sentences, because you’ve probably heard it all a hundred times bef= ore. Often, however, how a problem appears at first glance changes upon closer examination. In order to resolve a customer’s complaint, you need to understand exactly what issues have caused their dissatisfaction.<= br>
So t= he fourth step is to make sure you get the minimum information you need to solve the pro= blem - but get all you need the first time so the customer doesn’t have = to repeat themselves. Try to avoid the need for extensive form-filling by the customer - the resolution should be as nuisance free as possible. Identify what result the customer will find acceptable to consider the problem resolved.
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38 =
Resolve The Problem
•Ste= p 5: Fix it!
–<= /span>Offer a replacement - may cost you the value of a new product, but losing the customer will probably cost much more in the long run
–<= /span> Give a  refund  - will mean a = loss of the sale revenue, but providing a = refund without hassle will strongly improve the chances of the cu= stomer continuing         to do business with you
Res= olve The Problem
The = fifth step is the actual resolution. Often that’s as easy as changing an invoice = or redoing an order. At other times, however, fixing the problem is more com= plex because the damage or mistake can’t be as simply removed. In these instances, mutually acceptable compromises need to be reached. There are a number of options you can consider for your business.
If y= ou sell a product that has broken the easiest solution is to offer a replacement. A replacement may cost you the value of a new product, but losing the custo= mer will probably cost much more in the long run.
&nbs= p;Where the customer is really unhappy with a product or service a refund may be a be= tter option. This will mean a loss of the sale revenue, but providing a refund without hassle will strongly improve the chances of the customer continui= ng to do business with you.
Anot= her way is to offer to fix the problem. That might mean, depending on the issue of the complaint, repairing the product, changing your procedures, or speaking t= o a team member about their behavior.
For = smaller problems, it may be satisfactory for you to offer the customer money off their next purchase with you. This helps to ensure that they will return = to you, whilst minimizing the cost of solving the problem.
In t= hose cases when, after gathering the facts of a situation, you are unable to resolve= the issue immediately remember that it’s important to keep the customer informed periodically on how things are progressing.
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39 =
Resolve The Problem
•Ste= p 5: Fix it!
–<= /span>Fix the problem, e.g. repair the product, change your procedures, or speak to an out-of-line team member
–<= /span>Offer the customer money off their next purchase with you - this helps to ensure that they will return to you, whilst minimizing the cost of solving the problem
Res= olve The Problem
The = fifth step is the actual resolution. Often that’s as easy as changing an invoice = or redoing an order. At other times, however, fixing the problem is more com= plex because the damage or mistake can’t be as simply removed. In these instances, mutually acceptable compromises need to be reached. There are a number of options you can consider for your business.
If y= ou sell a product that has broken the easiest solution is to offer a replacement. A replacement may cost you the value of a new product, but losing the custo= mer will probably cost much more in the long run.
&nbs= p;Where the customer is really unhappy with a product or service a refund may be a be= tter option. This will mean a loss of the sale revenue, but providing a refund without hassle will strongly improve the chances of the customer continui= ng to do business with you.
Anot= her way is to offer to fix the problem. That might mean, depending on the issue of the complaint, repairing the product, changing your procedures, or speaking t= o a team member about their behavior.
For = smaller problems, it may be satisfactory for you to offer the customer money off their next purchase with you. This helps to ensure that they will return = to you, whilst minimizing the cost of solving the problem.
In t= hose cases when, after gathering the facts of a situation, you are unable to resolve= the issue immediately remember that it’s important to keep the customer informed periodically on how things are progressing.
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40 =
Resolve The Problem
•Keep the customer informed <= /span>= periodically on how things are progressing
Res= olve The Problem
The = fifth step is the actual resolution. Often that’s as easy as changing an invoice = or redoing an order. At other times, however, fixing the problem is more com= plex because the damage or mistake can’t be as simply removed. In these instances, mutually acceptable compromises need to be reached. There are a number of options you can consider for your business.
If y= ou sell a product that has broken the easiest solution is to offer a replacement. A replacement may cost you the value of a new product, but losing the custo= mer will probably cost much more in the long run.
&nbs= p;Where the customer is really unhappy with a product or service a refund may be a be= tter option. This will mean a loss of the sale revenue, but providing a refund without hassle will strongly improve the chances of the customer continui= ng to do business with you.
Anot= her way is to offer to fix the problem. That might mean, depending on the issue of the complaint, repairing the product, changing your procedures, or speaking t= o a team member about their behavior.
For = smaller problems, it may be satisfactory for you to offer the customer money off their next purchase with you. This helps to ensure that they will return = to you, whilst minimizing the cost of solving the problem.
In t= hose cases when, after gathering the facts of a situation, you are unable to resolve= the issue immediately remember that it’s important to keep the customer informed periodically on how things are progressing.
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41 =
Give A Care Token
R= 26;Step 6: Offer a care token of some sort
–Let customers know that you are sorry f= or the mistake that was made, regret= any stress or inconvenience they we= re caused and that you care about keeping their business
–What would make a suitable care token i= n your line of business?
Giv= e A Care Token
The = sixth step is to offer, whenever possible, a care token of some sort. A care token is a specific action that you take as a way of letting customers know that you= are sorry for the mistake that was made, regret any stress or inconvenience t= hey were caused and that you care about keeping their business. Depending on = your line of business one type of offer may be much more acceptable than another.  A pizza firm, for example, found that customers were embarrassed when they were given a free pizza if delivery was late – now they had two late pizzas! Customers were happier with a discount.
Or a= one-hour photo shop could give a free roll of film when they take longer than an h= our to process the customer’s holiday snaps.
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Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
42 =
Follow Through
= = •Step 7: Always follow up with a courte= sy contact to the customer to check = that they are happy with the resolut= ion
Fol= low Through
The = final step in your process should always be to follow up with a courtesy contact to the customer to check that they are happy with the resolution. Where the complaint is resolved in the absence of the customer its worthwhile inves= ting in a letter or a phone call to make sure that the problem has been made g= ood and they are satisfied.
That= ’s the recipe for a best practice resolution system. Let’s return to your = team and the role they play in this process.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0075.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
43 =
Conclusion
= •Complaints are an opportunity to improve your busin= ess
Con= clusion
Cust= omers are effectively doing you a favor when they complain. They are often going ou= t of their way to tell you about a problem that many other customers are likel= y to have as well, but don’t tell you about.
When= customers complain, they are showing they respect you. They have enough faith in yo= ur company to believe that you will deal with them in a fair and sensitive w= ay.
If y= ou respond well to complaints you will reinforce that respect and if you exceed a customer’s expectations you may build a stronger bond with them.
Cust= omer complaints are a valuable source of business information. They are taken seriously enough for many consumer bodies, and most recently the ISO, o h= ave developed best practice standards on how to deal with them. Treat complai= nts well and they will actually help build your business.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0101.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
44 =
Conclusion
&#= 8226;A good complaint handling system:
–<= /span>Provides a clear policy on how team are to deal with complaints
–<= /span>Trains them so they can confidently tackle complaints
Con= clusion
Cust= omers are effectively doing you a favor when they complain. They are often going ou= t of their way to tell you about a problem that many other customers are likel= y to have as well, but don’t tell you about.
When= customers complain, they are showing they respect you. They have enough faith in yo= ur company to believe that you will deal with them in a fair and sensitive w= ay.
If y= ou respond well to complaints you will reinforce that respect and if you exceed a customer’s expectations you may build a stronger bond with them.
Cust= omer complaints are a valuable source of business information. They are taken seriously enough for many consumer bodies, and most recently the ISO, o h= ave developed best practice standards on how to deal with them. Treat complai= nts well and they will actually help build your business.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0102.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
45 =
Conclusion
&#= 8226;A good complaint handling system:
–<= /span>Establishes a culture that leads to a recognition of complaints as valuable feedback, not criticisms
–<= /span>Produces data for analyzing possible product, procedural and team behavioural improvements=
Con= clusion
Cust= omers are effectively doing you a favor when they complain. They are often going ou= t of their way to tell you about a problem that many other customers are likel= y to have as well, but don’t tell you about.
When= customers complain, they are showing they respect you. They have enough faith in yo= ur company to believe that you will deal with them in a fair and sensitive w= ay.
If y= ou respond well to complaints you will reinforce that respect and if you exceed a customer’s expectations you may build a stronger bond with them.
Cust= omer complaints are a valuable source of business information. They are taken seriously enough for many consumer bodies, and most recently the ISO, o h= ave developed best practice standards on how to deal with them. Treat complai= nts well and they will actually help build your business.
------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/slide0103.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints
46 =
Cornerst= one Web Site Tools
The Knowledge Bank has over = 500 articles
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Gro= w Your Business™ Newsletter
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Thank you from Cornerstone!
•Cornerstone Business Solutions = provides:
•Business Diagnostics
• Customer Diagnostics
• Team Diagnostics
• Resources: www.cornerstoneresults.com
•Contact Nancy Wharton (510-909-3733) or 
•Chris Hunter (505-325-4900)
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Dealing With Customer Complain= ts
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Second level
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Slide Title
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Dissatisfied Customers Speak Up… Satisfied Ones Don’t
Statistics v= ary, but for every customer who makes a complaint, you are likely to have between twenty and thirty dissati= sfied customers who say nothing.
Or at least,= they say nothing to you, but they’re happy to tell other people. In fact, customers are likely to tell between eight and ten people when they are dissatisfied. And each of these is likely to pass the word on to several others.
The size of = the ripple effect varies of course depending on fact= ors such as the size of the initial purchase, whether the complaint is about a product or a service, and the customer’s socio-economic group. But the general picture remains the same: expressed complaints might be only the tip of an iceberg.
Unfortunatel= y, satisfied customers are much less likely to spre= ad good news about a product or service. People are less willing to go out on a limb and make a recommendation. T= hey tend to tell only their inner circle of friends and family, perhaps feeling that it’s not up to them to offer advic= e to acquaintances. People also tend to find it amusing to pass on, and perhaps exaggerate, anecdotes about poor customer service. = ;
What We’ll Co= ver Today
So complaint behavior can have very real consequences f= or a business and dealing with them requires a set of strategies. = Well managed, complaints can actually be turned to competitive advantage to improve your business processes AND even cement customer loyalty. Let’s see how.=
What We’ll Co= ver Today
So complaint behavior can have very real consequences f= or a business and dealing with them requires a set of strategies. = Well managed, complaints can actually be turned to competitive advantage to improve your business processes AND even cement customer loyalty. Let’s see how.=
Complaints Can Help You Improve Products And Services A third important reason why you should listen to complaints is very simple.= If someone is complaining, the chances are it’s because they have encountered a real problem in using one of your products or services. Listening to complaints allows you to find out what the customer thinks of= how well your products work, or how efficient your services are, and to correct design faults or make them work even better. In other words complaints can= be used as a feedback mechanism to improve your products or services. Alo= ng with this benefit you can also use complaints to assess such things as whe= ther your user instruction manuals are easily understood, if the product labell= ing information is clear and even if the sales team might be making unwarranted claims for the product just to get it sold.
Complaints Can Help You Improve Products And Services A third important reason why you should listen to complaints is very simple.= If someone is complaining, the chances are it’s because they have encountered a real problem in using one of your products or services. Listening to complaints allows you to find out what the customer thinks of= how well your products work, or how efficient your services are, and to correct design faults or make them work even better. In other words complaints can= be used as a feedback mechanism to improve your products or services. Alo= ng with this benefit you can also use complaints to assess such things as whe= ther your user instruction manuals are easily understood, if the product labell= ing information is clear and even if the sales team might be making unwarranted claims for the product just to get it sold.
Poor Complaint Handling Is Bad F= or Business…&= #13;
As we’ve noted, customers are more likely to comp= lain to their contacts than they are to complain to y= ou and that can generate an enormous amount of negative word-of-mouth, possibly more than your promotion= al budget can compensate for. These days the story can get worse. There are even a number <= /span>of websites that specialize in airing customer grievances and= a complaint can be read by everyone with an Internet <= span lang=3DEN-US>connection.
And finally, you can end up in court. <= /div> In all these cases the reputation of your business is o= n the line. In the first two, you may not even be aware of what is = being said about you. And in court, even if you are exonerated, your name has still been associated with a complaint about poor customer service. So the first reason for developing an effective complaint resolution system is that it’s simply a good damage con= trol mechanism.&#= 13;
Compl= aints Are Really Opportunities
All in all then, rather than be= ing a cause of angst and the gnashing of teeth and the throwing up of hands in exasperation, a complaint can be welcomed as an opportunity.= 3;Really, it’s illogical to fear complaining customers; and worse, to begrudge giving them compensation. Their real cost is relatively small and the benefits from increased customer satisfaction and knowing your customer better can be tremendous. But most businesses don’t understand the value of the complaints = they receive. They see a complaint as= an ‘us versus them’ situation and the customer becomes their enemy. This percept= ion taints the entire proces= s of handling complaints and the usual outcome is an unhappy customer that takes their business somewhe= re else. Complaints are actually a gold mine and one of you= r most valuable customer touch = points if you manage them effectively. But of course, before you can do anything about a complaint you need a COMPLAINT.
Encouraging Custome= rs To Complain
Some managers will boast that their company gets very f= ew complaints. But this is not necessarily a good thing – = it may only demonstrate that customers don’t have= a mechanism for getting the message to the manager! Again, customers will not come forward to compla= in if there is no well-publicized complaint procedure.= So, since we are looking for ways to encourage complaints let’s look at the flip side first – why might cus= tomers be reluctant to complain or not bother complaini= ng? This will provide us with ideas on how to design= an effective complaints resolution system later.
Best Practices For Dealing With Customer Complaints
OK, with those things in mind let me give some guidelin= es on what I believe makes for a best practice complaints system. Later we can check back against this list and see if = the system covers all the issues. To develop a best practice system requires covering a number of things but they come down to two broad catego= ries – make it easy for a customer to lodge a c= omplaint; and deal with complaints in a manner that mainta= ins customer loyalty.
These are some ways we can do this.
Making It Easy For Customers To Complain
This may go against the grain! But remember what I said= about loyalty and damage control - you can limit negative publicity by encouraging people to talk TO you rather than ABOUT you. And if you handle customer complaints well, you can confirm customer loyalty. You might even turn = dissatisfied customers into goodwill ambassadors for your business. So start by providing a number of ‘complaint = channels’. For instance, = the customer face to face with the sales person is j= ust one channel – but also the most intimidating for many customers. So you should also consider an email or telephone hotline so that customers can log a complaint or talk to someone ‘at a distance’. If you provide a service, you could leave a ‘for comment= 217; slip after the job is completed. I’ve = listed a few on the slide but you should think about ot= hers that might work in your line of business.
Promote Your Complaints Policy
But providing channels is only part of the solution. If people are to be encouraged to come forward with complaints it also helps to advertise your compl= aints policy and how customer-friendly it is. So menti= on it on your company advertising, warranties, and pro= duct information. You should go even further - customers should be invited to come forward with= any complaints and they should be informed about how= to do so. For instance, on correspondence or on yo= ur website state explicitly that you are open to co= ntact on problems with messages like “If you have any problems, do not hesitate to contact us”. And if you have a way of rectifying problems that works to differentiate you from your competitors, for example by offering no-questions refunds, then make sure your customers know about it. Your method of dealing with <= span lang=3DEN-US>customer problems is one more way to stay ahead of your competitors by providing you with an additional bit of competitive advantage.
Prepare For A Shock
When you take these steps prepare for an initial shock – complaints are likely to rise! If it has= been difficult to complain previously and you now mak= e it easier, then its likely the number of complaints= will increase initially. But then, as complaint data = and other customer feedback are used to eliminate underlying problems - and we’ll see how th= at works a little later - the number of complaints should decline. Best practice companies do everything they can to encourage complaints but by acting on the data they receive <= /span>from them, they do eventually greatly reduce the number of complaints received.
Prepare For A Shock
When you take these steps prepare for an initial shock – complaints are likely to rise! If it has= been difficult to complain previously and you now mak= e it easier, then its likely the number of complaints= will increase initially. But then, as complaint data = and other customer feedback are used to eliminate underlying problems - and we’ll see how th= at works a little later - the number of complaints should decline. Best practice companies do everything they can to encourage complaints but by acting on the data they receive <= /span>from them, they do eventually greatly reduce the number of complaints received.
Dealing With Complaints In A Way That Maintains Loyalty The other big a= rea to deal with concerns your actual handling of the complaint. Your whole complaints resolution syst= em should be customer focused so as to provide a fast and courteous resolution. Customers reward compa= nies that quickly solve their problem by remaining lo= yal customers. Studies show that a speedy response c= an add 25 percent to customer loyalty. And there&#= 8217;s another reason to develop a system of speedy res= olution – saving money by eliminating unnecessary = additional contact with complainants that drives up the amo= unt of team time involved. Research suggests that resol= ving a complaint on the first contact reduces the cost by at least 50 percent. Let’s look at a numb= er of ways of introducing best practice complaint resolution. Really it comes down to your systems and your team.
Select Team Wisely And Train Them In Handling Upse= t Customers
It can be tough dealing with a dissatisfied customer so you need team members with the right sort of disposition to handle it properly. I’ve listed the most important personal qualities for customer facing team on the slide. If= you think there are people on your current team who are dealing directly with customers and don’t have these qualities, the= n maybe you need to consider some training for them. And when you recruit in future, you should actively assess for these qualities in your applicants.
This is so important because surveys show that the reasons customers give for liking or dislikin= g a company relate to the pr= oduct or price far less often than they do to their experiences with an employee and his or her attitude.
With complaining customers, friendliness alone isn’t going to b= e enough and it’s only being fair= to the team themselves to prepare them with the skills to handle a distraught customer. It’s also to your advantage because now the compla= int will be dealt with in such aw= ay that a personal clash doesn’t make a bad situation even worse.
I’ll have a bit more to say about team later but for now let’s look at the = second major aspect of a good complaint resolution process – the procedure itself. With the best t= eam in the world you will still need to put in place a system that facilitates their ability to manage complaints effectively.
Capture Information About Customer Complaints
First, a best practice system m= ust provide a way of capturing information about complaints that have been made. Front-line employees are in the best position to capture information about the co= mplaints customers bring to them but it should be the responsibility of anybody who deals with a complai= nt to log it on a records syst= em. The system should include complaints from all sources, e.g., telephone calls, surveys, focus gro= ups, correspondence, complaint/concern car= ds available at service poi= nts and so on. You may also= need to be able to track the progress of a complaint, in which case you’ll need some extra data su= ch as names, addresses, and te= lephone numbers of the complainant, individual employee assigned, actions taken, due dates, progr= ess, disposition, and other descriptive information used to enhance all customer contacts. Capturing and tracking systems can be computer or paper based = but without such a system you wonR= 17;t be able to pinpoint what (or who) is responsible for a complaint so you aren’t going to be able to eliminate root causes. And if you don’t have a way of tracking the interaction with the customer as the complaint gets resolved, you’re likely to lose track and= fail to complete it or take far too long in getting it completed.
Empower Your Team
Your team is a major element in making your best practice system work= . Apart from their personal skills ther= e are 5 main areas in which they need your support.
The first is, obviously, that they have been trained in the particula= r procedures you have developed for han= dling a complaint.
Also give them product training. You can’t expect them to resol= ve complaints about products they know n= othing of.
I’ve already mentioned that training in the techniques of handl= ing personal interactions, particularly potentially confronting ones, is basic to getting to a good result with a customer. And they’ll feel a lot more self assured about their ability to handle the situation.
When they have these skills, give them the power to use their judgmen= t in helping a customer with a complaint. Team should be empowered to take appropriate action if the complaint is clearly justified, falls within their jurisdiction, and can be rectified immediately. Where those conditions aren’t met and the complaint ne= eds to be passed up there should be a clear chain of escalation.
Try to create an internal culture that welcomes complaints and thrive= s on continually raising stan= dards. Reassure team members that you will not use complaints to blame individuals. Rather, you a= re looking for ways to impr= ove processes. <= /div>
Empowering team members can improve morale and decrease turnover as <= /span>well as providing you with a first cl= ass complaint resolution system.
Empower Your Team
Your team is a major element in making your best practice system work= . Apart from their personal skills ther= e are 5 main areas in which they need your support.
The first is, obviously, that they have been trained in the particula= r procedures you have developed for han= dling a complaint.
Also give them product training. You can’t expect them to resol= ve complaints about products they know n= othing of.
I’ve already mentioned that training in the techniques of handl= ing personal interactions, particularly potentially confronting ones, is basic to getting to a good result with a customer. And they’ll feel a lot more self assured about their ability to handle the situation.
When they have these skills, give them the power to use their judgmen= t in helping a customer with a complaint. Team should be empowered to take appropriate action if the complaint is clearly justified, falls within their jurisdiction, and can be rectified immediately. Where those conditions aren’t met and the complaint ne= eds to be passed up there should be a clear chain of escalation.
Try to create an internal culture that welcomes complaints and thrive= s on continually raising stan= dards. Reassure team members that you will not use complaints to blame individuals. Rather, you a= re looking for ways to impr= ove processes. <= /div>
Empowering team members can improve morale and decrease turnover as <= /span>well as providing you with a first cl= ass complaint resolution system.
Effective Complaints Procedures = Reveal Training Needs&#= 13;
Where complaints arise because the customer was given <= /span>incorrect information or advice about a product you know you have some work to do on improving the quality of your sales team through training. But its not only technical competence that’s needed. Even though technical = competence should go a long way towards eliminating complaints in itself, when they do occur your team should also know something about how to deal with the situation so <= /span>as to resolve it in such a way as to maintain customer loyalt= y – and avoid further complaints about their rudeness or = whatever! I’ll come back to the importance of this a bi= t further on.&= #13;
Capture Information About Customer Complaints
First, a best practice system m= ust provide a way of capturing information about complaints that have been made. Front-line employees are in the best position to capture information about the co= mplaints customers bring to them but it should be the responsibility of anybody who deals with a complai= nt to log it on a records syst= em. The system should include complaints from all sources, e.g., telephone calls, surveys, focus gro= ups, correspondence, complaint/concern car= ds available at service poi= nts and so on. You may also= need to be able to track the progress of a complaint, in which case you’ll need some extra data su= ch as names, addresses, and te= lephone numbers of the complainant, individual employee assigned, actions taken, due dates, progr= ess, disposition, and other descriptive information used to enhance all customer contacts. Capturing and tracking systems can be computer or paper based = but without such a system you wonR= 17;t be able to pinpoint what (or who) is responsible for a complaint so you aren’t going to be able to eliminate root causes. And if you don’t have a way of tracking the interaction with the customer as the complaint gets resolved, you’re likely to lose track and= fail to complete it or take far too long in getting it completed.
Include Complaints Data In Management Reports
All this com= plaint information you gather should be monitored and reported on in terms of the level of complaints received and their nature, on a regular basis.
Managers sho= uld be able to, and in fact should, retrieve and check complaint data displayed by type, region, product or service line, the business section responsible, root cause and volume.
The reason y= ou need to log things like which particular product is t= he cause of the complaint, rather than just an aggr= egate number of all complaints received over a particu= lar time, is so that you can identify the root causes and deal with them. An aggregate number won’t tell you if it is the new product you have just introduced that is attractin= g a lot of complaints while others are fine; or an unclear user= manual that needs a phone call to ask “What does this mean?̶= 1;; or even if a lot of the traffic is simply repeat calls from customers trying to get a response to their original complaint.
An aggregate= number won’t allow you to identify the problem th= at needs fixing. =
Use Complaints Data= To Improve The Business
And fixing is largely what this exercise is about. When= you do keep the right information the r= esults of analyzing it can provide useful insights on customer satisfaction, product design and team training needs. Further analysis to identify= the most common concerns can lead to redesign or cha= nges in the products themselves to prevent customers = from being dissatisfied or from needing to call for information - this leads to preventive measures = that decrease the need for customers to call up and seek advice.  Having dealt with the particular complaint, the information <= /span>can then be used to decide whether any system, equipment or team-related improvement needs tackling to eliminate this particular type of complaint from happening again. Where this is the case then deal with internal process improvements or training requirements as soon as possible after the complaint has occurred so it doesn’t arise for future customers.
Monitoring Improvement
And of course no system is complete without a way of tracking its effectiveness. You’ll need to set up some relevant key performance indicators for this and= have them reported on regularly. For instance, the overall number of complaints is one = convenient key performance indicator of customer satisfaction and provides a baseline for setting goals to improve upon such as ‘Reduce complaints by 20% over the= next 3 months’. Resolution time is another customer satisfaction KPI that this data can provide. Best-in-business organizations = emphasize first-call resolution or online resolution and they= average an 85 percent resolution on the first contact for all= calls received. Would your business measure up to that benchmark?
Stages Of Complaint Resolution
Those are the processes you’ll need to build into your complaint management system. Let’s turn now to look at best practices in the actual resolution of a complaint that will leave the customer feeling they have been fairly treated and still loyal to you. I’ll go through them briefly but I’d really recommend the value of providing your team wi= th some sort of formal customer service training on this. Apart from trainers= you can buy in, there are plenty of useful videos around on this.
Provide The Customer With The Opportunity To Vent
Step 1 should be to provide the opportunity for the customer to vent. This= may be through listening sympathetically to their complaint in the face-to-face situation or reading their letter in full and attentively instead of filin= g it WPB (waste paper basket). This demonstrates that you take the complaint seriously. That’s why I used the words ‘sympathetically’= and ‘attentively’ - trying to resolve the situation without first = understanding the customer’s feelings almost never works. Only after your customers have vented can they start to hear what you have to say and begin the proc= ess of problem solving. Remember, if you try to stop a customer from expressing their feelings, you will push them from annoyed to irate in a matter of moments.
Thank Them For The Complaint=
The next step is to thank the customer for making the <= /span>complaint and providing the opportunity to help them <= span lang=3DEN-US>resolve it. In a face-to-face meeting there are a number of <= /span>behaviors that go a long way towards making this come = across as sincere; like making eye contact and keeping body <= /span>language positive and attentive. These skills, and others, ar= e always taught in any customer service training course which <= /span>is why I think its always worthwhile putting your customer service team through such a program.
Offer An Apology
Step 3 is to aapologize, even if you aren’t the p= erson who made the mistake. Remember, your customer re= lates to you as the representative of the company and = takes your apology as a corporate acceptance of fault = if not a personal one. What’s more, you shou= ld apologize even if the customer is in the wrong by saying something like “I’m sorry = you are having a problem”. <= span lang=3DEN-US>After all, what difference does it make if the customer is right or wrong? Ultimately the solution comes down to fixing the problem, not assigning blame. Don’t use your apology as a pre-emptive strike by makin= g it the first thing you say to an upset customer. Give them time = to provide the necessary details so you can make the apology = more personal and specific to their circumstances.
Understand The Customer’s = Issues
It’s easy to assume you know what the customer= 217;s problem is within their first few sentences, bec= ause you’ve probably heard it all a hundred tim= es before. Often, however, how a problem appears at= first glance changes upon closer examination. In order= to resolve a customer’s complaint, you need to understand exactly what issues have caused their dissatisfaction. So the fourth ste= p is to make sure you get the minimum information you ne= ed to solve the problem - but get all you need the fir= st time so the customer doesn’t have to repeat themselves. Try to avoid the need for extensive form-filling by the customer - the resolution should be as nuisance free as possible. Identify what result the customer will find acceptable to consider the problem resolved.
Resolve The Problem
The fifth step is the actual resolution. Often that’s as easy as changing an invoice or r= edoing an order. At other times, however, fixing the problem is more complex because the damage or mist= ake can’t be as simply removed. In these instances, mutually acceptable compromises need to be reached. There are a numbe= r of options you can consider for your business.
If you sell a product that has broken the easiest solution is to offe= r a replacement. A replacement may cost y= ou the value of a new product, = but losing the customer will probably cost much more in the long run.
 Where the customer is really unhappy with a product or service = a refund may be a better option. This w= ill mean a loss of the sale revenue, but providing a refund without hassle will strongly improve the chances of the customer continuing to do busi= ness with you. 
Another way is to offer to fix the problem. That might mean, dependin= g on the issue of the complaint, repair= ing the product, changing your p= rocedures, or speaking to a team member about their behavior.
For smaller problems, it may be satisfactory for you to offer the customer money off their next purchas= e with you. This helps to ensure that they will return to you, whilst minimizing the cost of solving the = problem.
In those cases when, after gathering the facts of a situation, you ar= e unable to resolve the issue immediate= ly remember that it’s important to keep the customer informed periodically on how thi= ngs are progressing.
Resolve The Problem
The fifth step is the actual resolution. Often that’s as easy as changing an invoice or r= edoing an order. At other times, however, fixing the problem is more complex because the damage or mist= ake can’t be as simply removed. In these instances, mutually acceptable compromises need to be reached. There are a numbe= r of options you can consider for your business.
If you sell a product that has broken the easiest solution is to offe= r a replacement. A replacement may cost y= ou the value of a new product, = but losing the customer will probably cost much more in the long run.
 Where the customer is really unhappy with a product or service = a refund may be a better option. This w= ill mean a loss of the sale revenue, but providing a refund without hassle will strongly improve the chances of the customer continuing to do busi= ness with you. 
Another way is to offer to fix the problem. That might mean, dependin= g on the issue of the complaint, repair= ing the product, changing your p= rocedures, or speaking to a team member about their behavior.
For smaller problems, it may be satisfactory for you to offer the customer money off their next purchas= e with you. This helps to ensure that they will return to you, whilst minimizing the cost of solving the = problem.
In those cases when, after gathering the facts of a situation, you ar= e unable to resolve the issue immediate= ly remember that it’s important to keep the customer informed periodically on how thi= ngs are progressing.
Resolve The Problem
The fifth step is the actual resolution. Often that’s as easy as changing an invoice or r= edoing an order. At other times, however, fixing the problem is more complex because the damage or mist= ake can’t be as simply removed. In these instances, mutually acceptable compromises need to be reached. There are a numbe= r of options you can consider for your business.
If you sell a product that has broken the easiest solution is to offe= r a replacement. A replacement may cost y= ou the value of a new product, = but losing the customer will probably cost much more in the long run.
 Where the customer is really unhappy with a product or service = a refund may be a better option. This w= ill mean a loss of the sale revenue, but providing a refund without hassle will strongly improve the chances of the customer continuing to do busi= ness with you. 
Another way is to offer to fix the problem. That might mean, dependin= g on the issue of the complaint, repair= ing the product, changing your p= rocedures, or speaking to a team member about their behavior.
For smaller problems, it may be satisfactory for you to offer the customer money off their next purchas= e with you. This helps to ensure that they will return to you, whilst minimizing the cost of solving the = problem.
In those cases when, after gathering the facts of a situation, you ar= e unable to resolve the issue immediate= ly remember that it’s important to keep the customer informed periodically on how thi= ngs are progressing.
Give A Care Token
The sixth step is to offer, whenever possible, a care t= oken of some sort. A care token is a specific action = that you take as a way of letting customers know that= you are sorry for the mistake that was made, regret = any stress or inconvenience they were caused and tha= t you care about keeping their business. Depending on = your line of business one type of offer may be much m= ore acceptable than another.  A p= izza firm, for example, found that customers were embarrassed when they were given a free pizza if delivery was late –= ; now they had two late pizzas! Customers were happier with a discount. Or a one-hour photo s= hop could give a free roll of film when they take lo= nger than an hour to process the customer’s hol= iday snaps.
Follow Through
The final step in your process should always be to foll= ow up with a courtesy contact to the customer to check that they are happy with the resolution. Where the complaint is = resolved in the absence of the customer its worthwhile investing in a letter or a phone call to make sure that the <= /span>problem has been made good and they are satisfied. That’s the recipe for a best practice resolution system. Let’s return to your team and the role the= y play in this process.
Conclusion
Customers are effectively doing you a favor when they <= /span>complain. They are often going out of their way to tell you <= /span>about a problem that many other customers are likely to have as well, but don’t tell you about. When customers complain, they are showing they respect you. They have enough faith in your company to believe that <= /span>you will deal with them in a fair and sensitive way. If you respond well to complaints you will reinforce that respect and if you exceed a customer’s expectations you= may build a stronger bond with them. &#= 13;Customer complaints are a valuable source of business = information. They are taken seriously enough for many = consumer bodies, and most recently the ISO, o have developed best practice standards on how to deal with them. <= /span>Treat complaints well and they will actually help build your = business.
Conclusion
Customers are effectively doing you a favor when they <= /span>complain. They are often going out of their way to tell you <= /span>about a problem that many other customers are likely to have as well, but don’t tell you about. When customers complain, they are showing they respect you. They have enough faith in your company to believe that <= /span>you will deal with them in a fair and sensitive way. If you respond well to complaints you will reinforce that respect and if you exceed a customer’s expectations you= may build a stronger bond with them. &#= 13;Customer complaints are a valuable source of business = information. They are taken seriously enough for many = consumer bodies, and most recently the ISO, o have developed best practice standards on how to deal with them. <= /span>Treat complaints well and they will actually help build your = business.
Conclusion
Customers are effectively doing you a favor when they <= /span>complain. They are often going out of their way to tell you <= /span>about a problem that many other customers are likely to have as well, but don’t tell you about. When customers complain, they are showing they respect you. They have enough faith in your company to believe that <= /span>you will deal with them in a fair and sensitive way. If you respond well to complaints you will reinforce that respect and if you exceed a customer’s expectations you= may build a stronger bond with them. &#= 13;Customer complaints are a valuable source of business = information. They are taken seriously enough for many = consumer bodies, and most recently the ISO, o have developed best practice standards on how to deal with them. <= /span>Treat complaints well and they will actually help build your = business.
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bG93OjA7DQoJZGlyZWN0aW9uOmx0cjsNCgltc28td29yZC13cmFwOjE7DQoJbXNvLXZlcnRpY2Fs LWFsaWduLXNwZWNpYWw6YmFzZWxpbmU7DQoJbXNvLWFuc2ktbGFuZ3VhZ2U6RU4tQVU7fQ0KYTps aW5rDQoJe2NvbG9yOiMwMDk5OTkgIWltcG9ydGFudDt9DQphOmFjdGl2ZQ0KCXtjb2xvcjojMzMz Mzk5ICFpbXBvcnRhbnQ7fQ0KYTp2aXNpdGVkDQoJe2NvbG9yOiM5OUNDMDAgIWltcG9ydGFudDt9 DQp= ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/script.js Content-Transfer-Encoding: quoted-printable Content-Type: application/javascript; charset="us-ascii" function LoadSld() { var sld=3DGetObj("SlideObj") if( !g_supportsPPTHTML ) { =09 sld.style.visibility=3D"visible" return } if( MakeNotesVis() ) return runAnimations =3D _InitAnimations(); =09 if( IsWin("PPTSld") ) parent.SldUpdated(GetSldId()) g_origSz=3DparseInt(SlideObj.style.fontSize) g_origH=3Dsld.style.posHeight g_origW=3Dsld.style.posWidth g_scaleHyperlinks=3D(document.all.tags("AREA").length>0) if( g_scaleHyperlinks ) InitHLinkArray() if( g_scaleInFrame||(IsWin("PPTSld") && parent.IsFullScrMode() ) ) document.body.scroll=3D"no" _RSW() if( IsWin("PPTSld") && parent.IsFullScrMode() ) FullScrInit(); =09 MakeSldVis(); ChkAutoAdv() if( runAnimations ) { if( document.all("NSPlay") ) document.all("NSPlay").autoStart =3D false; if( sld.filters && sld.filters.revealtrans ) setTimeout( "document.body.start()", sld.filters.revealtrans.duration * = 1000 ); else document.body.start(); } } function MakeSldVis()=20 { var fTrans=3Dg_showAnimation && SldHasTrans() if( fTrans )=09 { if( g_bgSound ) { idx=3Dg_bgSound.indexOf(","); pptSound.src=3Dg_bgSound.substr( 0, idx ); pptSound.loop=3D -(parseInt(g_bgSound.substr(idx+1))); } SlideObj.filters.revealtrans.Apply()=09 } SlideObj.style.visibility=3D"visible" if( fTrans ) SlideObj.filters.revealtrans.Play() } function MakeNotesVis()=20 { if( !IsNts() ) return false=20 SlideObj.style.display=3D"none" nObj =3D document.all.item("NotesObj") parent.SetHasNts(0) if( nObj ) {=20 nObj.style.display=3D"" parent.SetHasNts(1) } return 1 } function ChkAutoAdv() { if(SldHasTrans()) SlideObj.onfilterchange=3DAutoAdv else AutoAdv() } function AutoAdv() { if(!IsWin("PPTSld") || !gUseSldTimings )return var sld=3DGetCurSld() if( (sld.mAdvDelay>0) && !parent.IsFramesMode() ) setTimeout("parent.GoToNextSld()",sld.mAdvDelay) } function GetObj(id) { if(g_supportsPPTHTML) return document.all(id); else return document.getElementById(id); } function SldHasTrans() { return SlideObj.style.filter !=3D ""; } function GetSldId() { return sId=3Dlocation.href.substring(location.href.la= stIndexOf('/')+1) } function HideMenu() { if( frames["PPTSld"] && PPTSld.document.all.item("ctx= tmenu") && PPTSld.ctxtmenu.style.display!=3D"none" ) { PPTSld.ctxtmenu.styl= e.display=3D'none'; return true } return false } function IsWin( name ) { return window.name =3D=3D name } function IsNts() { return IsWin("PPTNts") } function IsSldOrNts() { return( IsWin("PPTSld")||IsWin("PPTNts") ) } function SupportsPPTAnimation() { return( navigator.platform =3D=3D "Win32"= && navigator.appVersion.indexOf("Windows")>0 ) } function SupportsPPTHTML() { var appVer=3Dnavigator.appVersion, msie=3DappVer.indexOf("MSIE "), ver=3D0 if( msie >=3D 0 ) ver=3DparseFloat( appVer.substring( msie+5, appVer.indexOf(";",msie) ) ) else ver=3DparseInt(appVer) return( ver >=3D 4 && msie >=3D 0 ) } function _RSW() { if( !g_supportsPPTHTML || IsNts() || ( !g_scaleInFrame && (!IsWin("PPTSld") || !parent.IsFullScrMode()) ) ) return var padding=3D0; if( IsWin("PPTSld") && parent.IsFramesMode() ) padding=3D6 cltWidth=3Ddocument.body.clientWidth-padding cltHeight=3Ddocument.body.clientHeight-padding factor=3D(1.0*cltWidth)/g_origW if( cltHeight < g_origH*factor ) factor=3D(1.0*cltHeight)/g_origH newSize =3D g_origSz * factor if( newSize < 1 ) newSize=3D1 s=3DSlideObj.style s.fontSize=3DnewSize+"px" s.posWidth=3Dg_origW*factor s.posHeight=3Dg_origH*factor s.posLeft=3D(cltWidth-s.posWidth+padding)/2 s.posTop=3D(cltHeight-s.posHeight+padding)/2 if( g_scaleHyperlinks ) ScaleHyperlinks( factor ) } function _InitAnimations() { animRuntimeInstalled =3D ''+document.body.localTime !=3D 'undefined'; isFullScreen =3D (window.name =3D=3D "PPTSld") && !parent.IsFramesMode(); g_animUseRuntime =3D g_showAnimation && animRuntimeInstalled && !(isFullSc= reen && parent.IsSldVisited()); if( g_animUseRuntime ) { collSeq =3D document.all.tags("seq"); if( collSeq !=3D null ) { for(ii=3D0;ii numSlds ) gSldJumpIdx =3D numSlds; if ( gSldJumpIdx >=3D 0 ) { if ( gSldJumpIdx =3D=3D 0 ) gSldJumpIdx =3D 1; var jumpTo =3D parseInt(gSldJumpIdx); gSldJump =3D 0; gSldJumpIdx =3D ""; win.GoToSld( parent.GetSldList().mList[jumpTo-1].mSldHref ) } } } function _KDH() { if( event.keyCode =3D=3D 8 ) { event.returnValue =3D 0; parent.GoToPrevSld(); } } function PlaySound( href, loop ){ href=3D unescape(href); if( window.event ) window.event.cancelBubble =3D true; pptSound.src =3D href; pptSound.loop =3D loop ? -1 : 0; } function DocumentOnClick() { if( IsNts() || parent.HideMenu() ) return; if( ( g_allowAdvOnClick && (window.name=3D=3D"PPTSld") && !parent.IsFrames= Mode() ) || (event && event.keyCode=3D=3D32) ) { =09 if( g_animUseRuntime && g_animMainSequence && g_animMainSequence.cangonex= t ) return; parent.GoToNextSld(); } } var g_supportsPPTHTML =3D SupportsPPTHTML(), g_scaleInFrame =3D 1, gId=3D""= , g_bgSound=3D"", g_scaleHyperlinks =3D false, g_allowAdvOnClick =3D 1, g_showInBrowser = =3D 0, gLoopCont =3D 0, gUseSldTimings =3D 1; var g_showAnimation =3D g_supportsPPTHTML && SupportsPPTAnimation() && ( (w= indow.name=3D=3D"PPTSld" && !parent.IsFramesMode()) || g_showInBrowser );va= r g_animManager =3D null; var g_animUseRuntime =3D false; var g_animItemsToHide, g_animInteractiveItems, g_animSlideTime; var g_animMainSequence =3D null; var ENDSHOW_MESG=3D"End of slide show, click to exit.", SCREEN_MODE=3D"Fram= es", gIsEndShow=3D0, NUM_VIS_SLDS=3D48, SCRIPT_HREF=3D"script.js", FULLSCR_= HREF=3D"fullscreen.htm"; var gCurSld =3D gPrevSld =3D 1, g_offset =3D 0, gNtsOpen =3D gHasNts =3D gO= tlTxtExp =3D 0, gHasNarration =3D 0, gOtlOpen =3D true window.gPPTHTML=3DSupportsPPTHTML() var gMainDoc=3Dnew Array(new hrefList("slide0105.htm",1,-1,1),new hrefList(= "slide0001.htm",1,-1,1),new hrefList("slide0086.htm",1,-1,1),new hrefList("= slide0085.htm",1,-1,1),new hrefList("slide0082.htm",1,-1,1),new hrefList("s= lide0080.htm",1,-1,1),new hrefList("slide0092.htm",1,-1,1),new hrefList("sl= ide0041.htm",1,-1,1),new hrefList("slide0077.htm",1,-1,1),new hrefList("sli= de0042.htm",1,-1,1),new hrefList("slide0093.htm",1,-1,1),new hrefList("slid= e0083.htm",1,-1,1),new hrefList("slide0045.htm",1,-1,1),new hrefList("slide= 0094.htm",1,-1,1),new hrefList("slide0043.htm",1,-1,1),new hrefList("slide0= 047.htm",1,-1,1),new hrefList("slide0048.htm",1,-1,1),new hrefList("slide00= 49.htm",1,-1,1),new hrefList("slide0050.htm",1,-1,1),new hrefList("slide005= 1.htm",1,-1,1),new hrefList("slide0052.htm",1,-1,1),new hrefList("slide0095= .htm",1,-1,1),new hrefList("slide0053.htm",1,-1,1),new hrefList("slide0054.= htm",1,-1,1),new hrefList("slide0055.htm",1,-1,1),new hrefList("slide0087.h= tm",1,-1,1),new hrefList("slide0096.htm",1,-1,1),new hrefList("slide0046.ht= m",1,-1,1),new hrefList("slide0097.htm",1,-1,1),new hrefList("slide0056.htm= ",1,-1,1),new hrefList("slide0057.htm",1,-1,1),new hrefList("slide0058.htm"= ,1,-1,1),new hrefList("slide0060.htm",1,-1,1),new hrefList("slide0061.htm",= 1,-1,1),new hrefList("slide0062.htm",1,-1,1),new hrefList("slide0063.htm",1= ,-1,1),new hrefList("slide0069.htm",1,-1,1),new hrefList("slide0070.htm",1,= -1,1),new hrefList("slide0099.htm",1,-1,1),new hrefList("slide0100.htm",1,-= 1,1),new hrefList("slide0071.htm",1,-1,1),new hrefList("slide0072.htm",1,-1= ,1),new hrefList("slide0075.htm",1,-1,1),new hrefList("slide0101.htm",1,-1,= 1),new hrefList("slide0102.htm",1,-1,1),new hrefList("slide0103.htm",1,-1,1= ),new hrefList("slide0106.htm",1,-1,1),new hrefList("slide0089.htm",1,-1,1)= ); /********************************************* Frameset functions These functions control slide navigation and state of the frameset. **********************************************/ function FullScrInit() { g_allowAdvOnClick =3D GetCurSld().mAdvOnClk document.body.style.backgroundColor=3D"black" document.oncontextmenu=3Dparent._CM; document.onkeydown =3D _KDH; document.ondragstart=3DCancel document.onselectstart=3DCancel self.focus() } function Redirect( frmId ) {=09 var str=3Ddocument.location.hash,idx=3Dstr.indexOf('#'), sId=3DGetSldId() if(idx>=3D0) str=3Dstr.substr(1); if( window.name !=3D frmId && ( sId !=3D str) ) { obj =3D GetObj("Main-File") window.location.href=3Dobj.href+"#"+sId return 1 } return 0 } var MHTMLPrefix =3D CalculateMHTMLPrefix();=20 function CalculateMHTMLPrefix() { if ( document.location.protocol =3D=3D 'mhtml:') {=20 href=3Dnew String(document.location.href)=20 Start=3Dhref.indexOf('!')+1=20 End=3Dhref.lastIndexOf('/')+1=20 if (End < Start)=20 return href.substring(0, Start)=20 else=20 return href.substring(0, End)=20 } return ''; } function GetTags(base,tag) { if(g_supportsPPTHTML) return base.all.tags(tag); else return base.getElementsByTagName(tag); } function UpdNtsPane(){ if(frames["PPTNts"]) PPTNts.location.replace( MHTMLP= refix+GetHrefObj( gCurSld ).mNtsHref ) } function UpdNavPane( sldIndex ){ if(gNavLoaded) PPTNav.UpdNav() } function UpdOtNavPane(){ if(gOtlNavLoaded) PPTOtlNav.UpdOtlNav() } function UpdOtlPane(){ if(gOtlLoaded) PPTOtl.UpdOtl() } function SetHasNts( fVal ) { if( gHasNts !=3D fVal ) { gHasNts=3DfVal UpdNavPane() } } function ToggleOtlText() { gOtlTxtExp=3D!gOtlTxtExp UpdOtlPane() } function ClearMedia() { // Clear any sounds playing before launching another browser window. Other= wise, // in fullscreen mode, you'll continue to hear the sound in the frames mod= e. if (PPTSld.pptSound) PPTSld.pptSound.loop =3D 0; } function FullScreen() {=20 if ( PPTSld.g_animUseRuntime ) PPTSld.document.body.pause(); ClearMedia(); var href =3D ( document.location.protocol =3D=3D 'mhtml:') ? FULLSCR_HREF = : FULLSCR_HREF+"#"+GetHrefObj(gCurSld).mSldHref; if(PPTNav.event.ctrlKey) { var w =3D (window.screen.availWidth * 1.0) / 2.0 var h =3D w * (PPTSld.g_origH * 1.0) / PPTSld.g_origW win =3D window.open( MHTMLPrefix+href,null,"toolbar=3D0,resizable=3D1,top= =3D0,left=3D0," + "width=3D"+ w + ",height=3D" + h ); if( win.document.body && PPTSld.g_animUseRuntime ) win.document.body.PPTSldFrameset=3Dwindow; } else { win =3D window.open( MHTMLPrefix+href,null,"fullscreen=3Dyes" ); if( win.document.body && PPTSld.g_animUseRuntime ) win.document.body.PPTSldFrameset=3Dwindow; } } function ToggleVNarration() { rObj=3DPPTSld.document.all("NSPlay") if( rObj && !PPTSld.g_animUseRuntime ) { if( (rObj.playState =3D=3D 1)||(rObj.playState =3D=3D 0) ) rObj.Play() else if( rObj.playState =3D=3D 2 ) rObj.Pause() else return; } else if( PPTSld.g_animUseRuntime ) { narObj =3D PPTSld.document.all("narrationID") if( narObj ) narObj.togglePause() } } function GetCurSldNum() { =20 obj=3DGetHrefObj(gCurSld) if( obj.mOrigVis =3D=3D 1 ) return obj.mSldIdx else =20 return gCurSld } function GetNumSlds() { =20 if( GetHrefObj(gCurSld).mOrigVis =3D=3D 1 ) return GetSldList().mNumVisSlds; else return GetSldList().mList.length } function GetSldNum( href ) { for(ii=3D0; ii 1 ) PopSldList(); else if( !IsFramesMode() ) { if( gLoopCont ) GoToFirst() else EndShow() } } function GoToPrevSld() { ii=3DgCurSld-1 if( ii > 0 ) { obj=3DGetHrefObj(ii) while ( obj && ( obj.mVis =3D=3D 0 ) && ( ii>0 ) ) obj=3DGetHrefObj(--ii) if( ii =3D=3D 0 ) ii=3D1 GoToSldNum(ii) } } function GoToFirst(){ GoToSld( GetHrefObj(1).mSldHref ) } function GoToLast() { ii=3DGetSldList().mList.length if( ii !=3D gCurSld ) GoToSld( GetHrefObj(ii).mSldHref ) } function GoToSldNum( num ) { if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue obj =3D GetHrefObj( num ) obj.mVis=3D1 gPrevSld=3DgCurSld gCurSld =3D num; PPTSld.location.replace(MHTMLPrefix+obj.mSldHref) if( IsFramesMode() ) { UpdNavPane(); UpdOtlPane(); UpdNtsPane() } } function GoToSld( href ) { if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue GetHrefObj( GetSldNum(href) ).mVis=3D1 PPTSld.location.replace(MHTMLPrefix+href) } function SldUpdated( id ) { if( id =3D=3D GetHrefObj(gCurSld).mSldHref ) return gPrevSld=3DgCurSld gCurSld=3DGetSldNum(id) if( IsFramesMode() ) { UpdNavPane(); UpdOtlPane(); UpdNtsPane() } } function PrevSldViewed(){ GoToSld( GetHrefObj(gPrevSld).mSldHref ) } function HasPrevSld() { return ( gIsEndShow || ( gCurSld !=3D 1 && GetHrefO= bj( gCurSld-1 ).mVis =3D=3D 1 )||( GetCurSldNum() > 1 ) ) } function HasNextSld() { return (GetCurSldNum() !=3D GetNumSlds()) } function CloseWindow() { if( HideMenu() ) return; =09 var event =3D PPTSld.event; if( !IsFramesMode() && event && (event.keyCode=3D=3D27 || event.keyCode=3D= =3D32 || event.type=3D=3D"click" ) ) window.close( self ); CatchNumKeys( self, event ); } function Unload() { gIsEndShow=3D0; } function SetupEndShow() { gIsEndShow=3D1; PPTSld.document.body.scroll=3D"no"; PPTSld.document.onkeypress=3DCloseWindow; PPTSld.document.onclick=3DCloseWindow; PPTSld.document.oncontextmenu=3D_CM; } function EndShow() { if( IsFramesMode() ) return if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue doc=3DPPTSld.document var dir =3D doc.body.dir if( dir !=3D "rtl" ) dir =3D "ltr"; doc.open() doc.writeln('


' + ENDSHOW_MESG + '

') doc.close() } function SetSldVisited(){ GetSldList().mList[gCurSld-1].mVisited=3Dtrue } function IsSldVisited(){ return GetSldList().mList[gCurSld-1].mVisited } function hrefList( sldHref, visible, advDelay, advClk ) { this.mSldHref=3D this.mNtsHref =3D sldHref this.mOrigVis=3D this.mVis =3D visible this.mVisited=3D false this.mAdvDelay=3D advDelay this.mAdvOnClk=3D advClk } function SldList(arr,curSld,fEnd) { this.mCurSld =3D curSld; this.mList =3D new Array(); var idx =3D 1; for(ii=3D0;ii 0) { PushSldList(sldList,fEnd); gCurSld =3D 1; } else if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue } function PushSldList(arr,fEnd) { var ii =3D gSldStack.length; gSldStack[ii] =3D new SldList(arr,gCurSld,fEnd); GoToSld( gSldStack[ii].mList[0].mSldHref ); } function PopSldList() { if (gSldStack[gSldStack.length-1].fEndShow) EndShow() else { gCurSld =3D gSldStack[gSldStack.length-1].mCurSld; gSldStack[gSldStack.length-1] =3D null; gSldStack.length--; var sldList =3D gSldStack[gSldStack.length-1]; GoToSld( sldList.mList[gCurSld - 1].mSldHref ); } } var custShowList=3Dnew Array(); /********************************************* Navigation button implementation There are 2 types of buttons: ImgBtn, TxtBtn implemented as function objects. They share a similiar interface so the event handlers can call SetActive, for example, on a button=20 object without needing to know exactly=20 what type of button it is. **********************************************/ //---------------------------------- function ImgBtn( oId,bId,w,action ) //---------------------------------- { var t=3Dthis t.Perform =3D _IBP t.SetActive =3D _IBSetA t.SetInactive=3D _IBSetI t.SetPressed =3D _IBSetP t.SetDisabled=3D _IBSetD t.Enabled =3D _IBSetE t.ChangeIcon =3D null t.UserAction =3D action t.ChgState =3D _IBUI t.mObjId =3D oId t.mBorderId=3D bId t.mWidth =3D w t.mIsOn =3D t.mCurState =3D 0 } function _IBSetA() { if( this.mIsOn ) { obj=3Dthis.ChgState( gHiliteClr,gShadowClr,2 ) obj.style.posTop=3D0 } } function _IBSetI() { if( this.mIsOn ) { obj=3Dthis.ChgState( gFaceClr,gFaceClr,1 ) obj.style.posTop=3D0=20 } } function _IBSetP() { if( this.mIsOn ) { obj=3Dthis.ChgState( gShadowClr,gHiliteClr,2 ) obj.style.posLeft+=3D1; obj.style.posTop+=3D1 } } function _IBSetD() { =20 obj=3Dthis.ChgState( gFaceClr,gFaceClr,0 ) obj.style.posTop=3D0=20 } function _IBSetE( state ) { var t=3Dthis GetObj( t.mBorderId ).style.visibility=3D"visible" if( state !=3D t.mIsOn ) { t.mIsOn=3Dstate if( state ) t.SetInactive() else t.SetDisabled() } } function _IBP() { var t=3Dthis if( t.mIsOn ) { if( t.UserAction !=3D null ) t.UserAction() if( t.ChangeIcon ) { obj=3DGetObj(t.mObjId) if( t.ChangeIcon() ) obj.style.posLeft=3Dobj.style.posLeft+(t.mCurState-4)*t.mWidth else obj.style.posLeft=3Dobj.style.posLeft+(t.mCurState-0)*t.mWidth } t.SetActive() } =20 } function _IBUI( clr1,clr2,nextState ) { var t=3Dthis SetBorder( GetObj( t.mBorderId ),clr1,clr2 ) obj=3DGetObj( t.mObjId ) obj.style.posLeft=3Dobj.style.posLeft+(t.mCurState-nextState)*t.mWidth-obj= .style.posTop t.mCurState=3DnextState return obj } //----------------------------------------- function TxtBtn( oId,oeId,action,chkState ) //----------------------------------------- { var t=3Dthis t.Perform =3D _TBP t.SetActive =3D _TBSetA t.SetInactive=3D _TBSetI t.SetPressed =3D _TBSetP t.SetDisabled=3D _TBSetD t.SetEnabled =3D _TBSetE t.GetState =3D chkState t.UserAction =3D action t.ChgState =3D _TBUI t.mObjId =3D oId t.m_elementsId=3D oeId t.mIsOn =3D 1 } function _TBSetA() { var t=3Dthis if( t.mIsOn && !t.GetState() ) t.ChgState( gHiliteClr,gShadowClr,0,0 ) } function _TBSetI() { var t=3Dthis if( t.mIsOn && !t.GetState() ) t.ChgState( gFaceClr,gFaceClr,0,0 ) } function _TBSetP() { if( this.mIsOn ) this.ChgState( gShadowClr,gHiliteClr,1,1 ) } function _TBSetD() { =20 this.ChgState( gFaceClr,gFaceClr,0,0 ) this.mIsOn =3D 0 } function _TBSetE() { var t=3Dthis if( !t.GetState() ) t.ChgState( gFaceClr,gFaceClr,0,0 ) else t.ChgState( gShadowClr,gHiliteClr,1,1 ) t.mIsOn =3D 1 } function _TBP() { var t=3Dthis if( t.mIsOn ) {=20 if( t.UserAction !=3D null ) t.UserAction() if( !t.GetState ) return if( t.GetState() ) t.SetPressed() else t.SetActive() } =20 } function _TBUI( clr1,clr2,lOffset,tOffset ) { SetBorder( GetObj( this.mObjId ),clr1,clr2 ) Offset( GetObj( this.m_elementsId ),lOffset,tOffset ) } function Offset( obj, top, left ){ obj.style.top=3Dtop; obj.style.left=3Dle= ft } function SetBorder( obj, upperLeft, lowerRight ) { s=3Dobj.style; s.borderStyle =3D "solid" s.borderWidth =3D 1=20 s.borderLeftColor =3D s.borderTopColor =3D upperLeft s.borderBottomColor=3D s.borderRightColor =3D lowerRight } function GetBtnObj(){ return gBtnArr[window.event.srcElement.id] } function BtnOnOver(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetActive() } function BtnOnDown(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetPressed() } function BtnOnOut(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetInactive() } function BtnOnUp() { b=3DGetBtnObj() if( b !=3D null ) b.Perform() else Upd() } function GetNtsState(){ return parent.gNtsOpen } function GetOtlState(){ return parent.gOtlOpen } function GetOtlTxtState(){ return parent.gOtlTxtExp } function NtsBtnSetFlag( fVal ) { s=3Ddocument.all.item( this.m_flagId ).style s.display=3D"none" if( fVal ) s.display=3D"" else s.display=3D"none" } function _BSetA_Border(){ b =3D gBtnArr[this.mObjId]; if( b !=3D null ) b.S= etActive() } function _BSetI_Border(){ b =3D gBtnArr[this.mObjId]; if( b !=3D null ) b.S= etInactive() } function _BSetP_Border(){ b =3D gBtnArr[this.mObjId]; if( b !=3D null ) b.S= etPressed() } function _BSetA_BorderImg() {=20 b =3D gBtnArr[this.mBorderId]=20 if( b !=3D null && this.mIsOn && !b.GetState() ) { obj=3Dthis.ChgState( gHiliteClr,gShadowClr,2 ) obj.style.posTop=3D0 } } function _BSetI_BorderImg() {=20 b =3D gBtnArr[this.mBorderId] if( b !=3D null && this.mIsOn && !b.GetState() ) { obj=3Dthis.ChgState( gFaceClr,gFaceClr,1 ) obj.style.posTop=3D0 } } var gHiliteClr=3D"THREEDHIGHLIGHT",gShadowClr=3D"THREEDSHADOW",gFaceClr=3D"= THREEDFACE" var gBtnArr =3D new Array() gBtnArr["nb_otl"] =3D new TxtBtn( "nb_otl","nb_otlElem",parent.ToggleOtlPan= e,GetOtlState ) gBtnArr["nb_otlElem"] =3D new TxtBtn( "nb_otl","nb_otlElem",parent.ToggleOt= lPane,GetOtlState ) gBtnArr["nb_nts"] =3D new ImgBtn( "nb_nts","nb_ntsBorder",10,parent.ToggleN= tsPane ) gBtnArr["nb_nts"].SetActive =3D _BSetA_BorderImg; gBtnArr["nb_nts"].SetInactive =3D _BSetI_BorderImg; gBtnArr["nb_ntsBorder"] =3D new TxtBtn( "nb_ntsBorder","nb_ntsElem",parent.= ToggleNtsPane,GetNtsState ) gBtnArr["nb_ntsElem"] =3D new TxtBtn( "nb_ntsBorder","nb_ntsElem",parent.To= ggleNtsPane,GetNtsState ) gBtnArr["nb_prevBorder"] =3D gBtnArr["nb_prev"]=3D new ImgBtn( "nb_prev","n= b_prevBorder",30,parent.GoToPrevSld ) gBtnArr["nb_nextBorder"] =3D gBtnArr["nb_next"]=3D new ImgBtn( "nb_next","n= b_nextBorder",30,parent.GoToNextSld ) gBtnArr["nb_sldshw"]=3D new ImgBtn( "nb_sldshw","nb_sldshwBorder",18,parent= .FullScreen ) gBtnArr["nb_sldshwBorder"] =3D new TxtBtn( "nb_sldshw","nb_sldshwBorder",pa= rent.FullScreen,null ) gBtnArr["nb_sldshwBorder"].SetActive =3D _BSetA_Border; gBtnArr["nb_sldshwBorder"].SetInactive =3D _BSetI_Border; gBtnArr["nb_sldshwText"] =3D new TxtBtn( "nb_sldshw","nb_sldshwText",parent= .FullScreen,null ) gBtnArr["nb_sldshwText"].SetActive =3D _BSetA_Border; gBtnArr["nb_sldshwText"].SetInactive =3D _BSetI_Border; gBtnArr["nb_voice"] =3D gBtnArr["nb_voiceBorder"] =3D new ImgBtn( "nb_voice= ","nb_voiceBorder",18,parent.ToggleVNarration ) gBtnArr["nb_otlTxtBorder"] =3D gBtnArr["nb_otlTxt"]=3D new ImgBtn( "nb_otlT= xt","nb_otlTxtBorder",23,parent.ToggleOtlText ) gBtnArr["nb_ntsBorder"].m_flagId=3D "nb_nts" gBtnArr["nb_ntsBorder"].SetFlag =3D NtsBtnSetFlag gBtnArr["nb_otlTxt"].ChangeIcon=3D GetOtlTxtState /********************************************* Context menu implementation _CM() is the function that's hooked up to the oncontextmenu event. Once we're asked to show the menu, we first build it by creating DIVs on-the-fly. Then we position it=20 within the screen area so it doesn't get clipped. Creating the DIVs using createElement() means we don't have to write out any extra HTML into the slide HTML files. **********************************************/ var sNext=3D"Next",sPrev=3D"Previous",sEnd=3D"End Show",sFont=3D"Arial",sAr= row=3D"Arrow",sFreeform=3D"Freeform",sRect=3D"Rectangle",sOval=3D"Oval" function ShowMenu() { BuildMenu(); var doc=3DPPTSld.document.body,x=3DPPTSld.event.clientX+doc.scrollLeft,y= =3DPPTSld.event.clientY+doc.scrollTop m =3D PPTSld.document.all.item("ctxtmenu") m.style.pixelLeft=3Dx if( (x+m.scrollWidth > doc.clientWidth)&&(x-m.scrollWidth > 0) ) m.style.pixelLeft=3Dx-m.scrollWidth m.style.pixelTop=3Dy if( (y+m.scrollHeight > doc.clientHeight)&&(y-m.scrollHeight > 0) ) m.style.pixelTop=3Dy-m.scrollHeight m.style.display=3D"" } function _CM() { if( !parent.IsFullScrMode() ) return; if(!PPTSld.event.ctrlKey) { ShowMenu() return false } else HideMenu() } function BuildMenu() { if( PPTSld.document.all.item("ctxtmenu") ) return var mObj=3DCreateItem( PPTSld.document.body ) mObj.id=3D"ctxtmenu" mObj.style.visibility=3D"hidden" var s=3DmObj.style s.position=3D"absolute" s.cursor=3D"default" s.width=3D"120px" SetCMBorder(mObj,"menu","black") var iObj=3DCreateItem( mObj ) SetCMBorder( iObj, "threedhighlight","threedshadow" ) iObj.style.padding=3D2 CreateMenuItem( iObj,sNext,M_GoNextSld,M_True ) CreateMenuItem( iObj,sPrev,M_GoPrevSld,M_HasPrevSld ) =09 CreateSeparator( iObj ) CreateMenuItem( iObj,sEnd,M_End,M_True ) mObj.style.visibility=3D"visible" } function Cancel() { window.event.cancelBubble=3Dtrue; window.event.returnVa= lue=3Dfalse } function Highlight() { ChangeClr("activecaption","threedhighlight") } function Deselect() { ChangeClr("threedface","menutext") } function Perform() { e=3DPPTSld.event.srcElement if( e.type=3D=3D"menuitem" && e.IsActive() ) e.Action() else PPTSld.event.cancelBubble=3Dtrue } function ChangeClr( bg,clr ) { e=3DPPTSld.event.srcElement if( e.type=3D=3D"menuitem" && e.IsActive() ) { e.style.backgroundColor=3Dbg e.style.color=3Dclr } } function M_HasPrevSld() { return( parent.HasPrevSld() ) } function M_GoNextSld() { if( gIsEndShow ) M_End(); else GoToNextSld() } function M_GoPrevSld() { if( gIsEndShow ) { gIsEndShow=3D0; history.back();= PPTSld.event.cancelBubble=3Dtrue; } else GoToPrevSld() } function M_True() { return true } function M_End() { window.close( self ) } function CreateMenuItem( node,text,action,eval ) { var e=3DCreateItem( node ) e.type=3D"menuitem" e.Action=3Daction e.IsActive=3Deval e.innerHTML=3Dtext if( !e.IsActive() ) e.style.color=3D"threedshadow" e.onclick=3DPerform e.onmouseover=3DHighlight e.onmouseout=3DDeselect s=3De.style; s.fontFamily=3DsFont s.fontSize=3D"9pt" s.paddingLeft=3D2 } function CreateSeparator( node ) { var sObj=3DCreateItem( node ) SetCMBorder(sObj,"menu","menu") var s=3DsObj.style s.borderTopColor=3D"threedshadow" s.borderBottomColor=3D"threedhighlight" s.height=3D1 s.fontSize=3D"0px" } function CreateItem( node ) { var elem=3DPPTSld.document.createElement("DIV") node.insertBefore( elem ) return elem } function SetCMBorder( o,ltClr,rbClr ) { var s=3Do.style s.backgroundColor=3D"menu" s.borderStyle=3D"solid" s.borderWidth=3D1 s.borderColor=3DltClr+" "+rbClr+" "+rbClr+" "+ltClr } ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/fullscreen.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/notes_flag.gif Content-Transfer-Encoding: base64 Content-Type: image/gif R0lGODlhCgAKAPcAAAAAAIAAAACAAICAAAAAgIAAgACAgICAgMwENMTExPz8/AAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAMDAwP8AAAD/AP//AAAA//8A/wD//////ywAAAAACgAKAEAIKgDx4UNA sKDAgQUTJiCogGHDhBAfFlRAMSFCiAguTozYUGJEiAk0EhQYEAA7 ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/buttons.gif Content-Transfer-Encoding: base64 Content-Type: image/gif R0lGODlhWAESAPf4AAAAAIAAAACAAICAAAAAgIAAgACAgICAgAQEBISEBASEBISEhAQEhMTExAQE /KTM9Pz8/ERERPz8BAT8/KSkpGRkhMTcxCRkxAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA AAAAAAAAAAAAAAAAAAAAAMDAwP8AAAD/AP//AAAA//8A/wD//////yH5BAEAAPgALAAAAABYARIA QAj/APEJHEiwoMGDCBMqXMiwocOHECNKnEixosWLGCEiQKCRo8YDIEHig2DxAD4LKD1avDDhgUuV GUOGbHBR5QGYFBG4fHAB58EKECJEwCfUYAWPFGAygLCRKQIIUKM6WAohKUGgCikcFWh1INWoYKVS 7SrQ41GbIhGYLAuVQVOoC+IyXUuUAkG1HE3KFDhAwkgJc5/qDZmxsOHDiBMrXsy4sePDGyP7lChT 5MULmDPnlDw5YmW6FTNrfgi0aNGEZPEtbfo2bNTUpYeeRph69dPWrqvCNFuBIGG1A59CYPAVQtwF cw0OxWdTIOiBCQAjaAB17fOFII8voGmRc+eOkilm/z9OvTtnjN4hYk1YoT3H2rnBOphPAB9skgq3 2lcaX/5YnJVt9BloAar12UEIRGCZdQghMABI1Tn32IQUVthYexhmqGGGMBHAgIfEhSiiiATAtOGJ GnYI4ogsEldicAYOGNJGZaml3Y0L3NTZUBz1xlB0PUoUI0jlVWRSVN89xBKSGB1YU1TMoRfVBEle hR9HQs1GEHxQ3RZZbveZthxt/LEmXHyp5XWABSCpaRJwbM13gAACPHVccgJFgF+NEhqUAEkQSCfc ddhVhh5dVTaEAEsTUNlkZUWKN9BNGDE6QU8OrSdbllzpxyVTTrU21Uj3scfhp7nNpyoDaTIEJ3P9 If8J2kbLNYegg9JRBwGhFvbq66+ZUiDssMQWK2yHxiZLrInKNotss8l+B5yBrr5p2UIJvortANoC 6+234IbLla/elRtZjeamh5CC3Sb0YLvixivvYkDFGlZqBNh7r4n6goVvv6/ZlCicN+kL71ALTnpQ dCIZp7CihkLA3UQmoWRBogyxtBPGCTnZncVR1rSTo5nuydC/Eo8kUH+lOoTyyvjoCuZu+PjYIKLD rZybtrM1d10C0QXKEVz48GrQkEeWdFJKlbb0UmEeV0SzyC6RvNB646LWIVjUNeC1zAFb+RDKXksM 9r531bwmpQW9+hQDDsx5pqwDRWBXcFES2hc+gEn/wJGdEEWdE6LoWcoxQweaTNmkhydkKaYMYY2Q p1unbLl/pPKbn3v7EZRvrKvqlja2ONvrtoIw9tn2g32/tQBlhtYkU+MNikZ7QYlPDPuMldpOmuJX nVo5VF3HjI+q89mteX5IDd/fVFClma5kiE4f2XUJhlz09gj2NbTDRifkmu7zXjR++RVJ/lPznuvr QH2iD6S+UewP9Dnon6d2NLwN8n90BB6hC68cFMCHoe+ACASP9c4DowUyEF0OPFcDI0ij/VXPaAKC UfhS95AKGoQ7IBRICI1HwhGaUIQoLGEKT6jCFrLwhSuMoQtlCMMZ2rCGOKShDm+4wxzy8Ic+DGIP B4cIRCKGMCAAOy== ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/frame.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" Dealing With Customer Complaints ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/outline.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii"
 No= tes
Slide Show
Outline
<= /a>= = = = = = = = = = = = = = = = = = = = = = = = = = = ------=_NextPart_01C560B1.E6232CF0 Content-Location: file:///C:/DE4646F3/DealingWithCustomerComplaints_files/filelist.xml Content-Transfer-Encoding: quoted-printable Content-Type: text/xml; charset="utf-8" ------=_NextPart_01C560B1.E6232CF0--