Accept customer complaints with an open mind and listen to each other patiently:
Customers only complain when their interests are damaged. As customer service personnel, they should listen carefully, show understanding to customers and make records. After the customer narrates, repeat the main content and consult the customer. For small complaints, if you can solve them yourself, you should reply to the customer immediately. For those who can't answer at that time, make a time commitment.
In the process of handling, no matter how the progress is, we must give the customer an answer at the promised time until the problem is solved.
Put yourself in others' shoes:
When receiving customer complaints, we must first have the awareness of empathy. If it is our fault, we should first apologize on behalf of the company and design a solution for it from the customer's standpoint. There may be three or four solutions to the problem, and you can provide the best one to your customers.
If the customer raises an objection, the other set can be changed after the customer confirms it. When the problem is solved, ask the customer at least once or twice how to deal with the problem and strive for the next cooperation opportunity.
Logistics complaints:
1, business personnel operation error.
Bill weight confirmation error; The packaging of the goods is damaged; The certificate production is unqualified; Errors in customs declaration/inspection; Delay in transportation time; Customs clearance documents are not returned in time; Space cannot be guaranteed; Loss or damage of goods during transportation, etc.
2. Salesperson's operation error.
The settlement price is different from the quotation; Inconsistent with the promised service; It is not conducive to the monitoring of the cargo transportation process; Insufficient communication with customers, deliberately deceiving customers, etc.
3. The supplier's operation is wrong.
The goods are lost or damaged during transportation; When delivering goods (picking up goods), you cannot operate according to the customer's requirements; The carrier fails to take off (sail) at the scheduled time.
4. The agent made mistakes in operation.
The service to the consignee can not meet the requirements of the other party, which makes the consignee complain to the shipper and affects the cooperative relationship between the company and the shipper.
5. The customer's own mistakes.
The customer's salesman made mistakes in his own operation, but transferred them to the freight forwarding company to avoid punishment; The salesmen of customers have their own logistics channels, and they cooperate under the pressure of the boss or the designation of goods, but they deliberately make things difficult in cooperation.