Seven Steps To Deal With Customer Complaints And Ten Key Points Of Action

The bad handling will cause the company to lose customers or even more potential customers. Good handling can improve customer satisfaction and improve customer purchase and expectation, and the result is greater profits for enterprises.

The following steps can be taken to deal with customer complaints:

Customers complain to you, whether or not it is your problem, one thing can prove that customers care about your product.

So thank him first.

The most terrible thing is not customer complaints, but customers who are not satisfied or tell you.

Give the customer enough time to speak and let him vent all his resentments.

Don't haste to explain, it just adds fuel to the fire.

Anyway, you have to smile.

When your smiling face wants to meet, his fire will become smaller and smaller.

The principle of dealing with customer complaints must be aware of the fact that it is fair to deal with the truth in an objective position.

Of course, customer complaints may sometimes be exaggerated, but finding out the truth is necessary. As an enterprise, it is not only responsible for customers, but also responsible for products.

If it's a customer's problem, be patient.

You know, it is the responsibility of the enterprise to guide the customer to use the product correctly, and how to use the product correctly is the right of the customer.

If the first three steps are done, customer dissatisfaction will generally decrease, and you may know more about your performance.

Ask them how they need compensation.

One thing to remember is not to decide decisively how to make compensation.

Keep your promise and do it right away.

Do not delay the processing time. You must complete the compensation to the customers within the stipulated time. It is better to exceed the customer's expectations.

Verify the results of handling customer complaints, ask customers' satisfaction, and thank customers again.

The aim is to deal with customer complaints as soon as possible and prevent them from happening.

If not, please refer to the preceding sentence.

Better believe it than you can.

I apologize for the inconvenience caused by my product.

If there are any problems, we must first admit that we do not necessarily admit that products have problems, but acknowledge the existence of a phenomenon.

Be considerate of your customers and show concern for the problems that arise.

Don't be impulsive, try to make the customer able to express his dissatisfaction in a rational and stable situation. So you must use your mood to influence him.

If you are face to face with customers, this is the best way to show your customers how much you value him.

After recording, ask the customer for confirmation.

You can first ask customers for advice, or ask customers what they want to do.

Clearly and clearly tell the customer what action you are going to take, make a commitment, and implement it immediately.