For a company, there is no customer complaints of the company is not a long way, as long as the correct and effective handling of customer complaints of the company can continue to move forward development! To this end, I have organized the following method of handling customer complaints for your reading.

Methods to deal with customer complaints 1, mail complaints

1 use mail. Mail has a point, there are also great disadvantages, mail can be very convenient to save and record, logical evidence of high, less subjective awareness; the disadvantage is that the content of the mail complainant complaint is textual in nature, one-sided, making the complained enterprise can not be fully verified, not conducive to the processing

2 when the customer complaint processing department received a customer complaint e-mail, it should be the first time to reply to the customer to express their apologies, but also to express clearly that the customer complaints, the customer complaints. However, it should also be expressed clearly that the complaints need to go through the company's processes, the need for verification of the relevant departments, and inform the relevant departments of the name and phone number and contact person

Handling of customer complaints 2, telephone complaints

Now many companies have opened up a toll-free telephone complaints, customers in any part of the country can be to the company's headquarters to complain. Because it is a telephone customer complaints, the caller can not see the attitude and expression of the person on the other end, the size of the problem, but the receiver should pay attention to listen respectfully and humbly, do not hang up the phone without listening to the other side

2 receiver to ask as much as possible about the details of the situation, when and where, and who, and what and the results, etc.; at the same time, we should also note down the name of the complainant, the address, telephone number, the name of the purchased goods, goods problems

3 receiver to tell the complainant their name, department, position, in order to return to the end of the future complaints

Methods of handling customer complaints 3, visit complaints

1 some customers will personally to the company to complain, generally such a customer is the problem is very important, of course, but also attaches great importance to the development of the relationship between the two companies, otherwise he would not have spent the time to try to come over, such a customer complaints must be taken seriously. Complaints must be treated seriously, and the reception of the best department manager or company manager

2 If you can have the conditions, it is best to go to the conference room, there should be a special recorder to record the details of the situation, and then according to the customer's complaints, it is best to take the customer to go to the relevant workshop or production line to view the original data records, if there is no record, then look at the workshop's production process so that the customer can rest assured that the next The order.

Common Tips for Handling Customer Complaints

1. Listening is the most basic.

Customer complaints, there will certainly be a lot of grievances, this time you must not conflict with the customer, otherwise it will produce greater conflicts, and even affect your credibility. Choose to listen, in order to communicate effectively, let the customer venting finished, and then quiet down to solve, then it will certainly be half the effort.

2. Reply quickly and apologize.

Even if you are not at fault, it is important to apologize. In any case, you always make the customer problems, no matter what the reason is, the first expression of apology is not wrong. After a detailed investigation, a good attitude is the first step to solve the problem, but also half of the success.

3. Collect information on each problem

In order to solve the problem properly, and find out where the problem lies, you need to collect the problem in detail. You need to summarize the problem, analyze the cause of the problem, and come up with a solution so that the next time you encounter a similar problem, you will be able to solve it better.

4. Propose perfect solutions

All customer complaints, complaints, in the final analysis, is to solve the problem or get compensation. When it is determined that their own problems, to take the initiative to apologize and propose solutions. Don't let the customer suffer even if you suffer a little loss yourself!

5. Complaints tracking service

Complaints handled, things do not end, tracking service is essential. After dealing with the conflict does not mean that the matter is so over, you can contact the customer through the station letter and ask the customer to deal with their own views, by the way, but also to promote their new products.

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4. how salespeople to solve customer complaints