Complaint Handling Training

Complaints always happen.

As long as business is providing products or services, complaints always happen in any type of business of any country. Recently, the number of “complaints” has been increasing since customers expect higher standards of products and services as variety of services have been developed.
The way of handling “complaints” is basically common in all countries.
It is to listen to the complainer patiently and try to understand how he/she feels first, to confirm the fact that is happening, and lastly seek for the solution and prevent the recurrence. Take these three steps and make use of complaints. You can make complaints as valuable as “treasure” to improve your organization.

Notes when you handle complaints in Japan.

First, you should be aware that the person who provides products and services and those who receive them are not on the equal footing. That is because the mindset of being thoughtful of customers and pleasing them just as they desire has long been cultivated as the spirit of business services in Japan. Besides, services provided by Japanese people have the world’s top class quality. That implies the standard of services they expect is also the world’s top class. Therefore, even if the basic procedure of handling complaints is all the same, you have to be especially careful about your etiquettes and wording when you deal with Japanese complainers.

From the very beginning, when you handle a complaint, you are required to be polite and proper to the complainer. Convey a message, “I take special care of you” with appropriate etiquettes, language and appearances.
And also, it is necessary to apologize to the complainer for “having made him/her uncomfortable.” Even in the early stage when it is still uncertain whether you are at fault or not because you haven’t confirmed the fact yet, it is important to show apology first.
These might be difficult to understand for those who are unfamiliar with the Japanese communication and culture. However, those words of apology and words to soften awkward topics are extremely effective to create smooth communication when it comes to business with Japanese people. When a complainer feels a sense of security, “I am being understood”, handled with politeness and courtesy, you will succeed to establish a relationship of trust.

Learn how to handle complaints through role-play.

You will role-play on “complaining/handling complaints” in our complaint handling training. First, you will learn the mindset, basic procedure and skills of complaint handling from the lectures. And then, you will role-play with other participant. Would you like to improve your communication skills to do business in the Japanese society? Allow us to help you acquire the specific knowledge and skills required to handle complaints such as appearance, bowing, wording, listening and claiming.

＜Process＞
Consciousness-raising
・What is a complaint all about?
Procedure of complaint handling
・Appearance, wording, etiquettes
・Understand the complainer’s feeling. “Listen to him/her.”　
　→　Confirm the fact.　→　Proposal of a solution
Role play