An American president once said: Crisis, crisis is both a crisis and an opportunity. That customer complaint should be the same. If the store can handle it particularly well, it means that there will be no "fight" or deal, and customers will not be lost. On the contrary, this kind of complaint has become a bridge to build mutual friendship and greatly improved the loyalty of customers. However, a little carelessness, the result is that customers refuse to come to the door again, and the customers in the world are the most ruthless, saying that they will leave!
Based on scientific and rigorous learning attitude, we can't easily draw the conclusion that improper handling of customer complaints is the most important reason for customer churn, but we have to admit that improper handling of customer complaints will definitely lead to customer churn.
If customers complain, they will have two choices: one is to catch the "bye-bye" train; Second, we have established a friendship and taken the seat of loyal customers, so let the topic of "customer complaint handling skills" be a conductor, and this topic only sells "seat tickets for loyal customers"!
Through this course, you will learn to
Change some misunderstandings in solving passenger transport investment in daily work
Establish a scientific and complete ideological framework for handling customer complaints, because thoughts determine actions.
Improve the skills of solving guests' investment
Who needs to take this course?
Restaurant manager, store manager, front office manager, foreman, supervisor and other cadres and small and medium-sized hotel owners, catering, hotel and tourism majors in colleges and universities.