1, be a attentive listener.
Listen to the customer's opinions and suggestions patiently, even if he is venting his personal feelings, we should listen with a serious attitude, and it is best to take out paper and pen to make a record. First, let customers know that we value every customer's opinions and suggestions and feel respect, which also reflects our professionalism in handling customer complaints; Second, we can also find the key points and keys of the customer's demands from his statements, so as to solve the problem next.
2. Resolutely avoid disputes with them.
When you meet unreasonable customers, you don't have to be impulsive. A rational attitude and euphemistic conversation can help you turn the corner and beat your opponent. Most customers express their dissatisfaction in an irrational way to vent their emotions. If you want to fight back at this time, it will undoubtedly add fuel to the fire and will definitely be "tragic." You know, customers who complain can't afford to be hurt. At this time, the best choice we can make is to listen carefully, nod appropriately, make eye contact, and never argue with customers.
Never stand on the wrong side!
It's true that the system can't give in, but it can't be the opening statement to deal with complaints by emphasizing that "this is the system". Instead, we should remember emotionally that we should always stand in the customer's position, focus on "system" and "customer", and we should not make concessions from the system, but look at the problem from the customer's position, handle the problem, understand the customer's mood, and know why the customer complains, just like Uncle Zhao Benshan said, "Know why it is troublesome." This will help to calm the customer's emotions and make him feel that you are not trying to confront him as a business owner, to distinguish who is right and who is wrong with him, but to really help him solve problems with a service attitude, and deal with emotions first and then deal with things. Ignoring customers' pain is a taboo in handling complaints.
Effective communication is the first step to solve the problem.
As the saying goes, "Say whatever you meet." This is common sense and principle. There is such a little joke: a woman is good at glib tongue. Someone asked her what she knew, and she said, "It's very simple. Tell him what he is. For example, talk to the butcher about pork and talk to the chef about dishes. " The person who asked for advice asked again, "If the butcher and the chef are present, what are you talking about?" She said, "I'll say braised pork." We should also say different things to people with different educational levels. When talking with people with low educational level, we should use common spoken and colloquial language, and use more specific figures and examples. For people with a high level of education, we can adopt the method of abstract reasoning and pay attention to respecting each other when speaking.
5. Apologizing is not just "sorry".
After listening to the contents of customer complaints and finding the real demands of customer complaints, we must first make a sincere apology to customers. But only if we don't share the responsibility first. If we are complained about sticking to the system, an apology should never be "Sorry, it's our fault/our responsibility." How about-"I can understand the trouble and inconvenience. What do you think we can do for you? " There are basically two kinds of apologies: one is that the complaint caused by the customer's own reasons (ignorance of business, bad mood, etc.) is established. Customers often vent their dissatisfaction slowly in the process of his statement because of their own reasons. Just listen to him, apologize for the inconvenience, sincerely understand, and then patiently explain the customer's misunderstanding. The second is the customer complaints caused by the subjective consciousness of enterprise management or service. Once you complain for your own reasons, you should dare to admit your fault and not cheat or delay customers. The key is to remedy it in time after apologizing, otherwise the apology will become an empty box without gifts.
5. Customer complaints are gifts.
Forty percent of IBM's technological innovation comes from customers' opinions and suggestions (often expressed in the form of complaints in real life). While handling complaints, we should also be good at asking questions, especially those that cause common complaints. As before, the highest complaints from banks all over the country are about banks queuing to cut in line, and then there are pagers. The opinions and suggestions of customers are important factors to promote the development of the industry. Only by attaching great importance to customers' opinions, objectively analyzing customers' opinions, deeply studying customers' opinions and actively solving them can we improve our system design and improve our service level, and may also provide ideas for the research and development of new products.
Customer complaints can help us find problems in all aspects of our work in time and improve our service level. Whether the reasons for the complaint are sufficient or not does not affect its positive role. As the saying goes, "if there is something, change it, and if there is nothing, encourage it." If we can treat customers sincerely, master the skills of handling customer complaints and properly handle customer complaints, we will certainly be able to close the distance with customers and promote the work.
From this point of view, we should always put ourselves in the customer's shoes, carefully analyze the causes of complaints in practical work, actively handle customer complaints, and make the concept of serving customers deeply rooted in the hearts of the people.