The correct handling of customer complaints is fundamental to the invincibility and sustainable development of catering enterprises in the market. And in the process of dealing with customer complaints also hides a huge business opportunity, dealing with customer complaints, from which the customer's needs are found, so as to develop more selling points, attracting crowds to consume. Catering enterprises often feel helpless in dealing with customer complaints, often leading to customer relations indifferent, then, exactly how to correctly deal with customer complaints? And from which to find consumer demand, and then meet consumer demand? (1) listen carefully, fully understand the status quo and the reasons for the formation of When customers raise objections and reflect the problem, we must first learn to listen, make the necessary records. Then, to clarify the nature of the problem and the facts. Remember not to interrupt each other's conversation. Listening to the behavior of nodding, gestures, smiling, recording and so on. In the process of listening, you may want to use more questioning techniques, such as, what happened? Why did this happen? How did you find out? This will help you understand the truth of the matter. (2) make good use of language skills, learn to sincerely and accurately praise you if you basically figure out the nature of the problem and at this time is the reason why it happened, you can use the way of sharing, specifically: you have a point, we used to be tired of the same thing, no matter whether it is their own problems, or the customer's reasons, we can not blame the customer. In this way, the customer will feel that he has been valued. (3) Clarify the facts, in the direction of a successful treatment According to the above two methods have been a basic understanding of the nature of customer objections and trends, at this time the problem should be defined, is their own problems or customer reasons? If it is their own problems, should immediately apologize to the customer, and has the fastest time to the customer to solve; if the customer is the reason, to explain the essence of the problem. (4) control emotions, the customer's feelings are more important than the facts At this point, you should immediately help customers solve the problem, explain the relevant provisions of the enterprise, and with words of encouragement to thank the customer for the objections raised, whether correct or incorrect. If necessary, to be spiritual and material incentives. (5) argument is the most stupid behavior, at all times to take care of the guests' face in the customer objections to the basic solution, but also ask the customer what other requirements, to tell the customer in a sincere attitude, if you think we have other problems, please feel free to correct. Correctly handle customer objections is the most important, to instill the necessary awareness of the staff to establish the importance of dealing with customer complaints! A survey shows that: customers are dissatisfied with the product and service will tell around 50 people, according to the Chinese human relations network (classmates, fellow townspeople, friends and relatives, etc.) to project not less than 50 people of a consumer group; and customer satisfaction will only tell 3 people. Read more related knowledge, return to Complaint Handling Column List