When handling customer complaints, do you listen to customers' opinions unprincipled? The following principles should be adhered to in handling customer complaints, and I would like to share them with you. Welcome to browse.

As the saying goes, "Fiona Fang can't be Fiona Fang without rules", and I believe many enterprises have their own principles when dealing with customer complaints. No matter what handling principles each enterprise has, generally speaking, the following principles should be followed when handling customer complaints:

First, the principle of treating each other sincerely

In the final analysis, the purpose of handling customer complaints is to regain the understanding and trust of customers, which requires the complaint handlers of enterprises to adhere to the principle of treating customers with sincerity. Since ancient times, the contact between people and the trust relationship between customers and businesses have been based on "sincerity". Treat people sincerely. Without sincerity, there will be no trust. Even if you are entangled with customers, you should show sincerity. As we know, some customers who complain are emotionally shocked, while others demand money or material compensation. Of course, some people may also have the mentality of taking care of each other and extort money in the name of complaints. This is not uncommon. For such customers, if they feel that "this company is dishonest" and "I don't feel their sincerity", it will be over. Why do you say that? Because there is no need to negotiate, the result is mostly to solve disputes through legal channels. Many customers just can't feel the sincerity of the merchants and no longer expect any negotiation results. So you can be sure that if you can't give people sincere feelings, the result is basically unable to solve customer complaints. It is worth emphasizing that to solve the problem honestly is not to do what you say, but to ask yourself, "Where are we wrong?" If there is a mistake, we should think about how to deal with it. However, honesty is easier said than done. It requires complaint handlers not only to have a strong will, but also to have the spirit of self-sacrifice to cater to customers and properly handle their complaints.

Second, the principle of welcome.

We often say that "the customer is God", which has a certain truth. However, many complaint handlers can't accept this fact, thinking that it is not true, money is not enough, no one is perfect, customers will make mistakes in one way or another, and everything may not be reasonable. This idea is not unreasonable, but dealing with customer complaints is not a seminar to clarify right and wrong. Its purpose is not to distinguish who is right and who is wrong. In front of customers, the complaint handler's job is to solve problems. Therefore, the customer is God, the customer is always right, and all the opinions and suggestions of the customer should be the action guide of after-sales service activities. Complainant handlers can neither avoid problems nor get bored, but should express their heartfelt welcome.

Third, the principle of empathy

When customers come to complain, the complaint handler should consider the problem from the customer's standpoint. Perhaps both buyers and sellers hope that there will be no complaints, but sometimes complaints are indeed inevitable. When complaints are inevitable, as a businessman, you must know how to put yourself in the customer's shoes. This principle is a condition for handling complaints effectively. This is not difficult to understand. Once a customer complains, the customer will naturally strongly think that he is right and ask the merchant to compensate the equivalent product or apologize. However, as sellers, they usually deal with complaints irrationally to minimize losses. Obviously, the two have different positions and often compete with each other. But for the seller of the transaction, it is no good arguing with the customer. Even if we win, the customers will not come again. Therefore, when dealing with customer complaints, the complaint handler must avoid quarreling and consider the question from the customer's standpoint: "What would you do if you were a customer? Will it also cause dissatisfaction? "

Fourth, the principle of never arguing.

When handling customer complaints, the complaint handler should never argue with the customer. This is the need to respect, let customers vent and solve problems. Otherwise, customers will feel disrespected and hurt emotionally. At the same time, it will also prolong the time for customers to immerse themselves in "misfortune" and make customers feel that the complaint handler is shirking responsibility, which will make customers feel more angry and desperate. Therefore, no matter how unreasonable the customer is, the complaint handler must not argue with the customer.

Verb (abbreviation of verb) meets the principle of demand.

What should we do when customers complain? Do you turn your attention to customers after finishing the work at hand? Do you look up, smile or say hello to the customer, and then continue to do your own thing? Do you look up and say "please wait a moment", and then finish the work at hand as soon as possible before receiving customers? Or should we immediately put down what we are doing and concentrate on receiving customers? From the customer's point of view, they definitely want to adopt the last method. Nothing is more important for complaint handlers than meeting the needs of customers. Of course, there may be extreme cases, such as the complaint handler is answering a phone call from a complaining customer when another complaining customer comes over. Who should be kept waiting? Maybe the third method is more suitable at this time. If this happens more frequently, then enterprises should consider increasing the number of relevant complaint handling personnel.

In any case, meeting customer needs is the primary task of complaint handling, and its basic rules are as follows:

1. Greet customers as soon as you see them. Although this is only a simple requirement, it shows that complaint handlers attach importance to customers. Even if you can't start a conversation immediately under special circumstances, you need to show your concern for customers and your intention to serve them at any time.

2. When receiving customer complaints, other external interference should be eliminated as far as possible. If the interference is strong, it must be dealt with in time. You should explain it to the customer as soon as possible, and then divert your attention after obtaining the consent of the customer. After dealing with the interference, you should immediately turn all your attention back to the complaining customers.

Six, the principle of fast settlement

Dealing with customers' complaints should be quick, because the longer it takes, the angrier the customers will be, and at the same time, their ideas will become stubborn and difficult to solve. Therefore, we should take immediate action to solve this problem without delay. In fact, for some problems, customers often ask businesses to deal with them as soon as possible. They will say "fix it for me as soon as possible", "come here as soon as possible" and "solve it for me at once" and so on. Here, "as soon as possible", "as soon as possible" and "as soon as possible" can win the goodwill of customers and win the goodwill of customers at the same time. Therefore, the principle of quick handling is the most basic and important principle for handling customer complaints.

Extended reading:

How to handle customer complaints correctly

First, listen carefully and understand the requirements.

Case: One morning, just after opening the door, a young customer rushed into our store with a shopping bag in his hand. I greeted him immediately and asked, "Hello, beautiful woman! Can I help you? " The female customer said, "I want to return it!" "I asked," why did you return it? What products did you buy? "The customer replied," I bought a set of make-up products, which didn't feel very good, and it wasn't as good as what your shopping guide introduced. "I want to return, or I will complain to you!" My heart thumped after listening to it, and I quickly stabilized my mind and responded: "Hello, I am the manager of our store! If you have any questions, please tell me and I'll help you solve them! What steps and methods do you follow in using the product? "

I talked with the customer and learned that the customer should have just learned to make up, so I further explained: "When you first started to make up, if you use it improperly, the effect will not be obvious." Finally, I made a make-up for the customer with the cosmetics she bought, introduced the usage and steps of each product in detail, and told her the details that needed attention. After painting, the customer nodded with satisfaction, kept saying thank you to me, and asked me some maintenance tips, and finally left happily.

Summary: To handle customer complaints, we should do the following: ① Listen carefully to complaints, take care of customers' emotions and find out the problems; (2) Put yourself in the customer's shoes; (3) Keep calm, pragmatic, confident and calm; ④ Make detailed records and thank customers for actively reflecting the problems; ⑤ Grasp the key points, understand the crux and propose solutions.

Case: Last year, in Liquan store, a customer had an allergic reaction after using L 'Oreal, and came to the store to complain that we sold fake goods, demanding a refund and compensation for medical expenses. There were other customers in the store at that time, so I invited the customer to a deserted place and asked her seriously what products she had used before. The customer said that she used the S brand before, but later she heard from a friend that L 'Oreal had a good effect, so she bought L 'Oreal. But after using it twice, I felt a tingling pain on my face, and finally went to the clinic to buy anti-allergic drugs. Judging from her description, I don't think she is allergic. It may be because her skin is too dry and the products she used before are relatively basic, so there will be redness and tingling. So, I carefully analyzed her skin condition, told her how to protect her skin under such circumstances, and reminded her to use cream and mask at ordinary times. Finally, the customer's attitude gradually improved. Not only did they not return the products, but they also bought creams and masks. Later, he has been our loyal member.

Summary: I have been a store manager for almost 2 years, and I also have some experience in handling complaints: ① Pay attention to our service attitude and understand the reasons; ② Analyze the situation for customers, and if it is our responsibility, we will never shirk it and make a solution; (3) regular visits.

Case: I handled an allergic incident in Guanghan Hankou Store. A middle-aged woman used M mask and got a small red rash on her face. She came in angrily and shouted for a refund! At this time, I quickly went to comfort her and told her not to get excited, because being angry would speed up blood circulation and make the rash on her face redder. After hearing this, the customer's mood began to ease slowly.

Then in the process of negotiation, we found that the customer was allergic, but the situation was not serious. It should be caused by overnutrition when the skin is too dry. But in the end, I returned the goods to her and explained the precautions for allergies to her. Half a month later, the customer came to the store again and said that the rash on his face would be over in a few days. He explained that he was too nervous and felt particularly embarrassed at that time and made a big fuss in our store. At that time, I suddenly understood a truth: in fact, what customers consume is not entirely products, but more our services.

Summary: The successful result of customer complaint handling should be to satisfy customers as much as possible under certain principles, and to make customers more recognized and satisfied with us through customer complaint handling. When dealing with customer complaints, we should not let the complaining customers affect the normal operation of the store. We should take our customers to the lounge and other places, understand their requirements and have friendly consultations with them. After handling customer complaints, we should also express our thanks and apologies to our customers. Please feel free to contact us if you have any questions. As long as the customer is still willing to come to us, it shows that we have not lost this customer because of customer complaints, and it is still possible to generate business in future contact.

Second, not afraid of complaints, confident to deal with.

Case: I remember it was very hot that day. I read the report at the cashier. Suddenly a girl came in angrily and said, "I want to return it!" I suspect that there is something wrong with your's products, which tastes different from what I bought in Chengdu Shopping Mall. " Seeing that the girl was angry, I patiently explained to her, but the customer just wouldn't listen and finally left angrily. After a while, I received a complaint call from 3. 15. After listening to it, I thought, would it be okay if I had returned the goods to the customers? But on second thought, if we give her a refund, it is tantamount to admitting that we sold fakes, which is smashing our own signboard! So, I immediately called the company's purchasing director to reflect the situation, and contacted the manufacturer of the product, asking for commodity certificate, purchase permit, commodity inspection certificate and so on.

After going to the 3. 15 complaint room, I handed the supporting materials to the mediator. After the mediator has checked the information, let us mediate by ourselves. Seeing that the client was late for work, I finally decided to return it to her. The customer didn't thank her, but said I should have returned it to her just now. I quickly and seriously said, "If I just returned it to you, you must think our products are fake. I am now providing you with materials to prove that I am selling genuine products. I hope you can continue to shop in our store in the future. " After listening, the mediator also smiled and said, "Yes." Finally, we are glad to solve this problem.

Summary: Through this complaint, I learned that many consumers actually lack understanding of products. If customers come to us to complain, we should not only appease their emotions, but also affirm our products so as not to tarnish the reputation of the store.

Case: Recently, we encountered a complaint in a Z brand activity: a female customer bought a special product, and after the activity ended 10, she came to the store to return two bottles of products that had been used for about15, reflecting that the products were very dry and had a strong smell of alcohol. After understanding the situation, I patiently analyzed her skin condition and explained the ingredients of the product. As for the return, the customer did not have any adverse reactions such as allergies and product quality problems after using it, which did not meet the conditions for return, and the customer did not refute it after listening.

However, she immediately turned her focus to Pakistan, thinking that Pakistan recommended an inappropriate product for her and asked for a return again, and her mood was very intense. By this time, Ba had already left work. After hearing about the situation, he immediately went back to the store to deal with it. Finally, under our patient analysis, the customer asked our BA to recommend a mask to her and accepted the product again.

Summary: We should respond to the customer's complaints with a positive attitude, be considerate of the customer, and let the customer feel our sincerity. If the customer's complaint conforms to the company's return regulations, and the customer still insists on returning the goods after being persuaded, the customer's return requirements should be met at this time, and one or two gifts should be sent to appease the customer's mood if the regulations allow, so as not to affect the customer's impression and future patronage; If the customer complains that it does not meet the company's return and exchange regulations, illegal return is not allowed because the customer's emotional expression is fierce.

What other methods and experiences do excellent district heads and store managers have to deal with complaints? Let's have a look.

First, careful analysis and professional solution.

When we encounter a customer's allergy complaint, we must first appease the customer's emotions. When customers are excited, we should sincerely apologize to them. When the customer's mood eased, we began to ask her if she had any allergies, whether she was allergic to certain ingredients, and whether she had eaten seafood in recent days. In the process of inquiry, pay attention to the customer's allergic symptoms and analyze whether he is caused by the following reasons:

1, people who rarely use cosmetics, their skin will not adapt when they first touch it, and there will be some pain and rash;

2, often use a brand of cosmetics, in the initial stage of changing other products, the skin will also appear acne, rash, redness, pain and other symptoms;

3. Every spring and autumn is the peak of allergy, and many people are allergic to pollen and crabs.

Handling customer complaints should adhere to the concept of "customers are lovers" and do the following:

1, be patient

When handling complaints, listen to customers' opinions patiently and don't interrupt customers' narration easily. After customers complain and put forward their opinions, they can reduce the obstacles and difficulties in communicating with us and let them listen to our explanations and opinions naturally.

2. Have a better attitude

Customers' complaints and complaints all stem from their dissatisfaction with our products or services. Therefore, in the process of handling, we should be sincere and polite to reduce customer resistance and anger.

3. hurry up.

Handle complaints quickly, so that customers can feel our respect for her; Second, it can express our sincerity in solving problems; Third, it can prevent the negative rendering of customers from causing greater harm to the company.

I believe that all store managers will encounter complaints from customers in the store. I met a customer who said that the skin care products we bought here were particularly uncomfortable, noisy and noisy after using them. In this case, I don't think we should rush to explain the product problems to our customers. First of all, we should care about the customer, appease her emotions and calm him down. Secondly, try to ask the customer how to use it and if there are any allergic symptoms. In this way, customers will feel that we are willing to take the initiative to take responsibility and are solving problems with professional attitude and ability. In the end, it will win the recognition and trust of customers.

Many shop assistants have a headache about customer complaints, and some shop assistants are even afraid and unwilling to receive them. In my opinion, customers who receive complaints must do the following:

1, pay attention

The customer's complaint must be because of dissatisfaction. We should patiently listen to her opinions on products, services or other issues and let him vent his dissatisfaction. Don't interrupt customers, don't rush to refute, and don't confront each other.

2. Don't shuffle the cards

Many employees are very resistant to customer complaints, unwilling to answer them, and sometimes shirk their responsibilities under the pretext of "the person in charge is absent". In fact, most people are reasonable. Even if employees have no authority, they can communicate with customers first and then negotiate with the person in charge to solve things.

3. Pay attention to analysis

In case of customer complaints, help customers analyze. For example, if a customer is allergic after using a mask bought in a store, the clerk should know the situation in detail, analyze the reasons, give a solution, and finally reach an agreement with the customer.

Second, pay attention to record and follow-up.

When dealing with customer complaints, we should do the following: first, we should establish the belief that "customers are right and customers are God"; Listen carefully to the customer's narrative, don't interrupt during the customer's narrative, and pay attention to the customer's expression, tone and volume. (3) Record the main points of the customer's narrative, so that the customer can feel that we attach importance to her; (4) According to the customer's account, solicit the customer's opinions and give the solution quickly; ⑤ Ask customers' opinions on the complaint handling results.

There are four steps in handling customer complaints: observation, listening, inquiry and discovery.

First, when dealing with customer complaints, we should first adopt "Wang", that is, we should first understand the basic situation of customers through eye observation, such as age, skin condition and customer mood.

Second, learn to "listen". Be good at listening in the process of handling complaints. Listening is one of the most effective ways to appease, and it is very important to listen carefully to the complaints of customers. Listening at this stage has two functions: one is to understand the main contents of customer complaints; The second is to let customers vent their dissatisfaction in time;

Third, by listening, you can get a general understanding of the content and reasons of customer complaints, and customers will almost vent their dissatisfaction at this time. Then, you can know the main reason of the complaint by asking questions. Through targeted questions, you can quickly grasp the required information;

Fourth, through the effective information collected, find out the root cause by various methods and means.

Finally, give the solution to the root cause problem, track the customer and understand the customer's satisfaction with the processing results. He should also pay a regular return visit to understand the latest situation of the customer.

Expansion: Etiquette of Handling Customer Complaints in Service Industry

Customer complaints are a common problem in the office, so how to deal with all kinds of complaints effectively is also a difficult problem in various industries today. Handling customer complaints must master methods. No matter what kind of censure or criticism you get, you should teach with an open mind and treat it sincerely. Even if it is severe, you must never argue with customers.

Say sorry first when you receive a complaint, and say sorry after listening to the other party's complaint. No matter who is right or wrong, apologize for bringing convenience or unhappiness to customers. No matter what kind of problems customers complain about, they should think that complaints are a good opportunity to explain their misunderstandings. The person in charge of handling customer complaints must be well-trained, able to calm the other party's emotions in time, solve the emotions first, and then solve things. Make a short and appropriate explanation calmly and thank the other party for giving you the opportunity to explain yourself.

Consumer complaints are caused by the inconsistency between the service and management level provided by the hotel and the needs and expectations of consumers. Complaint is a very important follow-up service after service contact, and hotels must take it seriously and deal with it in order to recover the reputation loss caused by service mistakes. There are mainly the following points:

1. Understand the importance of complaints to enterprises.

Many hotels are afraid of complaints and avoid them. But in essence, complaints are an opportunity for customers to correct their mistakes. Many customers didn't complain about the service, so they stopped patronizing and even told their relatives and friends not to patronize. This makes it impossible for the hotel to correct its mistakes and lose its guests forever.

2, understand the motivation of customer complaints.

Different customers complain for different purposes. Some people hope to get economic compensation for economic reasons; Some of them are for psychological reasons, hoping to achieve psychological balance through complaining and satisfy their psychological needs of being respected and cared for.

3. Provide compensatory services that can meet the purpose of customer complaints.

When a guest complains about the hotel, the hotel should solve it from the following aspects:

Listen carefully to customers and stay calm; Sympathize, understand and comfort the guests, and apologize to them;

Pay enough attention to the guests; Pay attention to process inquiry and record key points;

Put forward specific measures to solve the problem and compensate customers, even "excess" compensation;

When customers complain, they are eager to put forward the time needed to solve the problem. For small problems, front-line employees can solve them. For big problems, there should also be a channel to quickly transmit information, so that people who have the right to deal with them can come to the scene to solve the problem quickly. In short, solve the problem as soon as possible; Follow up and supervise the implementation of remedial measures. After the complaint is resolved, the hotel should follow up and continue to remedy it to prevent customers from having any dissatisfaction.

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