HOW TO INFORM THE CUSTOMER

CLAIMS SUPPORT
Remember ..
No matter how Good your feedback is,
you always start over with the next
customer.
 1. Customer Knowledge (CK)

Customer
Knowledge

Is the combination of experience, value and insight information which is needed, created and absorbed during the
transaction and exchange between the customers and enterprise.
Structures
Gebert et classified customer knowledge from an organization's
perspective into three types:
KNOWLEDGE ABOUT
KNOWLEDGE FOR
CUSTOMERS:
CUSTOMERS:
is gained mainly by service
is mainly developed in processes
management, offer
within the company, for example,
management, complaint
the research and development
management and, if available,
section or a production department.
contract management.

KNOWLEDGE FROM CUSTOMERS:

can be obtained in the same ways as
knowledge about customers. Capturing
knowledge from customers is based on the
important fact that customers who obtain
their own experience.
 2. Product Argumentation

A key opportunity to differentiate a product in the marketplace is by augmenting the product. This
principle as highlighted in the product levels model of marketing, which highlights that a product
should be considered on the basis of the following levels:
 Customer Complaints

Customer complaints may seem like a downer or a negative reflection of your

company, which they can be, but they’re also loaded with useful information
and customer insights that you can use to your advantage. When customers
submit a complaint about your service or product, you’ll be able to use their
feedback to make improvements where needed.
Using complaints to your
advantage

What is a customer complaint?

There could be a variety of reasons
for customer complaints, but the
most common one is that they’re
dissatisfied in some way with your
product or service.
We don’t need marketing. We only get new customers
through customer recommendations.

The more satisfied customers are with

your service, the more likely they are to
refer their friends and family to you. When
your company addresses complaints in an
appropriate manner, customers will be left
with a positive image in their mind, even if
your product or service didn’t initially meet
their expectations.
Correct management of suggestions is critical to turning customer
dissatisfaction into satisfaction. For this reason, all contact staff must be
trained to properly serve disgruntled customers. The recommended
steps in claims management are:
• Give a "thank you" to the customer for communicating the problem as
this will allow us to help you and give a better service to all customers.
• Apologize for the mistake and convey that we put ourselves in your
place and understand your anger and the inconvenience caused.
• Promise to do something about the problem.
• Request from the client the necessary information to be able to solve
the problem (conditions in which it has occurred, schedule, place,
people involved, etc.).
• Fix the error if it can or delegate it to people who can fix it.
• Check later if the customer is satisfied with the solution.
• Bring the problem to the attention so that the necessary measures are
taken so that the error is not repeated.
Attending to the claims of clients it’s important and vital for a business to succeed, it’s is recommended
to take in account some tips:

Create a quick response

system to suggestions.

Give more freedom of action to contact

personnel.

There must be good communication between Create systems to prevent

the different levels of the organization .
future errors.
Assign a person responsible for managing
suggestions that are submitted.

The company's goal is not to reduce the number of

complaints, but to reduce the level of dissatisfaction that
is generated.

Give a solution and generate the necessary changes in

the organization so that the error does not recur.