How Does The Telephone Handle Customer Complaints?

Customers complain more and more by telephone.

Serious response

Because of the quick and simple complaint, customers often complain when they are angry.

Such complaints often have strong emotional appeal.

And when you are dealing with the phone, you can't see each other's faces and expressions, which adds difficulty to telephone handling complaints.

So be careful when dealing with complaints on the phone.

Pay attention to the way, voice, tone and so on.

In addition to their own voice, we should also pay attention to avoid other voices around the phone, such as conversations and laughter, which will send customers into unpleasant feelings.

From this point of view, the complaint service telephone should be set up in an independent room with minimum noise control devices around it.

Whether it is handling complaints or providing services that satisfy customers, it is important to strive to dialysis customer psychology.

When dealing with customer complaints by telephone, the only clue is customer's voice, so we must grasp the customer's mentality through voice information.

The main points are as follows:

(1) a person with a constant tone of voice has an upright personality.

(2) it is timid and timid that the tone is not strong enough.

(3) the voice of speech is inhibited, as if singing people, not visionary and romantics.

(4) the voice is slightly heavy and hesitant, and those who are careful to speak are suspicious or suspicious in nature.

(5) the tone is strong and unbluntly bold and energetic.

(6) people who speak with sharp voice are childish and have no self-knowledge.

(7) while speaking forcefully, people who are often murmuring are those who are more enjoyable.

(8) in harsh voice, those who swear or swear at others are rough characters.

Of course, people are varied, even if the same person speaks differently in different situations.

Therefore, we should pay attention to the above conclusion and apply it flexibly.

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(1) dissatisfaction with customers should be considered from the perspective of customers, and their sympathy can be expressed by voice.

(2) treat the customers with a respectful and courteous manner, giving the other person a sense of trust.

(3) take an objective stand to prevent arbitrary decisions.

(4) slightly lower your voice and give a calm impression to the other person, but be careful not to press too low to alienate the other person.

(5) pay attention to fill in customer complaint handling cards with simple words and phrases, and do not neglect key projects such as WHO, WHAT and WHY.

(6) in a supermarket where there is no toll call, if you receive a complaint from a long-distance call, you can ask the other party to hang up first and then call back the number you left behind.

In this way, there are many advantages: to save the other's phone costs and to make the other person feel good by "thinking for each other"; to confirm the phone number of the other, to avoid irresponsible complaints, and to ease the feelings of the other person.

But pay attention to fight back immediately, otherwise it will make the other party more angry.

(7) the important items, such as the name, address, telephone number and commodity name, must be re confirmed and recorded or recorded in the computer.

At the same time, the names and agencies of the processing personnel should be told to each other so as to facilitate the convenience of the next person's next call.

Some people give their names at the beginning of the phone call. This is a good thing, but customers often do not necessarily remember this name, so it is safer to tell them at the end.

(8) complaint handling is direct communication with customers, not only to get valuable information.

It is conducive to the development of marketing business, and it can pmit corporate image, inspire customers and build deeper trust and understanding.

(9) if possible, record the customers' words, so that they can be used not only when necessary in the future, but also can be used as a means to enhance the skills and pre job training of the business people.