Let The Complaint No Longer Have A Headache.

When carrying out the apparel brand terminal operation, every enterprise hopes to increase the sales performance of the product through good customer service.

In the process of franchised store operation, customer complaints caused by different reasons are the last thing a manager wants to see.

There are many reasons for customer complaints, though they can be classified into tens of millions, but they can be roughly divided into:

Product problems. Quality problems or breakages caused by brand products in production, circulation and sales are the hottest points of customer complaints. They are also the most important types of customer complaints in franchised stores.

Service.

The types of complaints produced by brand products when they are engaged in communication or behavior between customers and customers, and the customer dissatisfaction caused by the service process.

The customer's own reason is the type of customer complaint caused by the misunderstanding of the nature of the product (such as fabric shrinkage, fading, etc.) or the misunderstanding of the service content (such as the method and way of promotion).

The above three types of customer complaints are the types of customer complaints we often see. Some shop assistants or franchisee managers are afraid of customers' anger.

Speaking from the author's experience, customer complaints are not only a performance of a public store's handling of public relations crisis, but also an opportunity to improve service rigour and educate enterprises and employees.

Therefore, the problem is not terrible. The terrible thing is that it will cause greater losses because it will not solve the problem.

When customers complain, there will always be great mood swings. When customers complain about products (or services), our shop assistants should solve the 5 points by grasping the main points of complaints.

1, listen

Customers always have a lot of emotions at the beginning of complaints, so there are some overexpression in language and behavior.

If the solution is tit for tat with the customer, it will only make the voice of both sides bigger and bigger, for fear that the shopper will become a spectator, and the franchise store will become a stage.

Therefore, when customers complain, it is the first step to solve complaints by carefully and patiently listening to customers' complaints, letting customers vent their dissatisfaction moderately and easing their emotions.

In the process of listening, we should pay attention to the following points: listen carefully to all complaints of the customers; be serious and sincere; do not express personal opinions for the time being; record the main points of the complaints.

2, think

While listening to customers' complaints, the solution should carefully analyze the focus of the problem from the customer's speech and conduct, and grasp the reasons for customer complaints and the key issues.

And as a terminal complaint resolution, it is also necessary to know what the brand's solution to such problems is and what its terms of reference are.

Because the results of some customers' requests often lie on the basis of their wishes and "hide the lion's mouth" or hide some deterrent language. Therefore, the solution must not only know what the real intention of the complainants is, but also solve the problem within the company's interests and powers.

3, look for

"Finding" means finding reasonable solutions. For both parties, they hope to find satisfactory solutions through communication.

Therefore, this requires the brand side to have a series of problem solving plans, which will enable the complaint solvers to combine freely within the reasonable terms of reference.

A mature clothing brand enterprise not only has the material compensation plan, but also should have some humanity care plan, so that the solution of the problem is not only reflected in the product or price, but also should be reflected in the complaint process and after the service tracking.

Therefore, in the "find" solution, if it is within the terms of reference, we should consider "whether the method is in line with the company's service policy", and in addition to the authority, we should timely report and explain to the customer.

4.

This step is the key to the success of the problem, but no matter what the method is used by the solution, it is necessary to pay attention to the sincere apology of the complaint caused by the store's reasons; the solution is simple and concise to the customer, and the inquiry is used.

5, check

"Check" means checking.

After the two sides have approved the solution, on the one hand, the solution should check whether the various measures to be taken in the solution are in place so as to avoid the customers' greater dissatisfaction or two complaints. On the other hand, check the products or personnel in the store to see whether the same or similar problems still exist.

This is also a check to improve product awareness and enhance service quality. It is a process of summarizing and perfecting.

Sometimes, product problems are impossible to guard against.

But if the products with quality problems are sold, the customers will often cause a lot of trouble for the customers after they are found.

The so-called "1% turnovers will bring 100% loss to customers". Therefore, before making a distinction between production quality problems or wearing problems, each processor should carefully observe the product and find out the solution.

Here are two small cases of complaints.

Different coping strategies should be adapted according to different complaints.

A case of complaints arising from product quality - a solution to "suddenly realize"

Buying a customer at a store

Solution: Thank you very much!

This morning, I received a fax from my company saying that a garment with quality problems was out of stock. I didn't expect you to find it for us in our shop. Thank you!

I will change this dress for you, and I will return 20% of your money.

In addition, if you look at other clothes in the store, we will call you ten percent off.

A case of complaint arising from customer's own reason - a technical solution

One day in May, a customer in a store in Beijing asked for a change of suit. The suit had been purchased for more than 1 months, and it was torn under the armpit.

Treatment plan: according to international standards, the expansion joint of suit lining is between 2.5-3CM, which is above 2.5CM and is absolutely in line with international standards.

The fabric of our products is tested by the Quality Supervision Bureau. If you are not at ease, you can test it. If there are any problems, we will bear the cost of testing.

Shopping guide first looks at whether the sweatshirt is sweaty under the armpit (axillary sweat is easy to produce the underarm tear of the suit). This shows that the customer used to wear a suit to engage in a lot of activities without shirt or T-shirt.

Shopping guide implicitly points out the problem of customer wear and makes it clear that it is caused by improper dress.

Then tell the customer kindly, return the company to change the lining, the lining price is borne by the customer, and the processing fee is borne by the company.

Therefore, sometimes the process of complaint solving is also a process of "wits and wits".

We should not only master the solution but also grasp the details in the process.

Complaint handling should not be carried out in the marketing place of a franchised store.

Many customers will have a very strong emotional expression when they make complaints. At this point, if the location of the complaint is placed in the store, it will affect more customers.

Therefore, it is necessary to lead the complainants to the quiet places in the store (such as the rest room for employees). In the smaller franchised stores, they can choose the quiet corner behind the cashier, and try not to affect the customers who are shopping.

In order to avoid direct conflict with customers, if customers are more emotional and serious, it is recommended to communicate with other places near the store.

An emotionally charged complainant repeatedly told a series of people, such as shop assistants, shopkeepers and bosses, that the result could only be worse.

Therefore, in each group of duty business groups, we choose a person who is good at communication and has detailed knowledge of products and services as a special complaint solving person. It not only shares the pressure of other salesmen, but also makes the complainants' complaints professionally and promptly resolved.

This person can be selected from the salesperson or by the duty shop manager.

There are some special small gifts in the shop as a gift to complain customers.

After solving customer complaints at the scene, in order to ease the mood of customers, and to enhance customers' interest in brands, they can timely give one or two special gifts to customers.

Although gifts are not necessarily valuable, this humanized concern and consideration shows the concern of the brand to the customers and the respect of the brand to the customers.

Therefore, you can store some special little gifts in the shop.

Or leave the customer's contact address and send an emotional contact card to the customer at the right time.

Summarize and compile the complaint cases in time to form experience sharing.

During the operation of franchised stores, customer complaints are part of the operation.

Within the whole brand marketing channel system, many franchised stores will encounter different customer complaints.

As a mature clothing brand enterprise, we should be able to learn from experience and lessons, and give these valuable experiences to various franchised stores to form experience sharing.

Therefore, timely collection and compilation of complaint cases can carry out and enrich these experiences. For an enterprise, it is the best way to improve service quality and enhance brand image.