[China Glass Network] Description: How to deal with customer complaints and complaints is a very important part of after-sales work. The customer complained or complained that the customer was dissatisfied with the work in the sales, and the more thorny in the after-sales service was to handle such matters. However, handling the customer's dismantling and complaining will have a good effect.
The process of dealing with problems is more critical. Dealing with customer complaints and complaints is a complicated system engineering. In particular, it requires the support of experience and skills. It is not an easy task to properly handle such matters. How can we handle customer complaints and how to deal with them? Complaining?
1. Move faster
Dealing with complaints and complaints quickly, which can make customers feel respected, and secondly, express their sincerity in solving problems. Thirdly, they can prevent customers' "negative pollution" from causing more damage to business development. Fourth, they can reduce losses to less. Generally, we receive the customer's complaint or complaint information, that is, call the customer or fax to know the specific content, and then negotiate the processing plan internally, and better answer the customer on the same day.
2. A little better attitude
If a customer complains or complains, it means that the customer is not satisfied with the products and services. From a psychological point of view, they will feel that your company is treating him badly. Therefore, if the attitude is unfriendly during the process, it will make them feel bad and emotionally bad, which will worsen the relationship with the customer. Conversely, if the service staff is sincere and courteous, it will reduce the customer's resistance.
3. The language is decent
Customers are dissatisfied with products and services, and may be overly vocal in their speech statements that vent their dissatisfaction. If the service is in opposition to it, it will worsen the relationship. In the process of interpreting the problem, the wording should pay great attention to it. It should be reasonable and reasonable, not to mention the language of hurting self-respect, and try to communicate with customers in a linguistic language. Even if the customer has an unreasonable place, don't be too impulsive. Otherwise, it will only disappoint customers and quickly leave.
4. Be patient
In the actual processing, we must patiently listen to the customer's complaints, do not easily interrupt the customer's narrative, and do not criticize the customer's shortcomings, but encourage customers to talk, let them let out their dissatisfaction. After listening to your customers' complaints and complaints, you will be able to listen to your explanations and apologies more naturally when they are satisfied with venting.
5. More ways
In the after-sales service of many companies, the result of handling customer complaints and complaints is to give customers condolences, apologize or compensate products, give gifts, etc. In fact, there are many ways to solve problems. In addition to the above means, customers can be invited to visit the successful operation or the use of products by customers who do not have this problem, or invite them to participate in internal seminars, or reward them.
6. More compensation
Customer complaints or complaints are largely due to the damage to their interests after they use the product. Therefore, after the customer holds or complains, they often want to get compensation. The compensation may be material (such as changing products, returning gifts or gifts) or mental (such as apology, etc.). At the time of compensation, if the customer gets extra benefits, they will understand your sincerity and build confidence.
7. A little higher level
After complaining and complaining, customers want their questions to be valued. The level of people who deal with them often affects the customer's desire to solve the problem. If the high-level leaders can personally go to the customer to deal with or personally call for condolences, it will resolve many of the customer's grievances and dissatisfaction, and it is easier to cooperate with the service personnel to solve the problem. Therefore, when dealing with complaints and complaints, if conditions permit, the level of service personnel handling the problem should be as high as possible.
Complaints and complaints from customers indicate that they still have expectations for this business, hoping to improve service levels. Their complaints and complaints are actually opportunities for companies to improve sales and improve customer satisfaction. If the complaint and the customer's problem are solved satisfactorily, the loyalty will be much higher than the customer who has never encountered the problem. The customer's complaints and complaints are not terrible. The terrible thing is that the complaint cannot be effectively resolved, and the customer is eventually terminated. Lost.
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