How To Persuade Angry Customers

1. cooperation First of all, you need to find a mutually agreed view, for example, "I have a suggestion, would you like to listen to it?" this is to make him agree with your proposal, and this proposal is neutral.

2. What do you want me to do? Usually we think we know what others think. We think we have the ability to explore the depths of others' brains. Why not ask the other person's thoughts? Only when the other person describes his thoughts can we really decide if we can reach a solution acceptable to both sides.

3, paper clip strategy This is a small skill to get identity, which is told by an experienced first-line service provider. When receiving emotional customers, he will ask customers to hand him something like paper clips, pens and paper. When the customer gives him, he will immediately thank each other and create an atmosphere of mutual cooperation between the two people. He used this method several times, each time to effectively guide customers into a state of mutual cooperation and agreement.

4, judo now you know his situation. You can seize the opportunity to turn around and take advantage of the pressure he exerts on you. You can say, "I'm glad you told me these questions. I believe other people will be in the same situation as you." Now let me ask you a question. Do you think this is a good idea? "

5, inquire "need" customers to ask you for an electric drill that can drill holes on glass. This is his. demand If you just try to meet this demand, you will lose the opportunity to more effectively satisfy your customers' needs. "Need" is the reason behind "demand". The reason why customers want this kind of electric drill is to punch holes on glass, because it is necessary to put pipes out of the window and so on. You should try to meet the needs of your customers -- do you have a better way to put the pipe out of the window, not just to meet the needs of customers, but also to drill the electric drill. We often find that customers' demands do not necessarily match their needs, because we are experts and can help customers in this respect. This is also the best place to show our professional value. Usually when you ask each other questions, the other person will always have an answer. If you ask them why, they will tell you the prepared answer. However, only if you follow the answer again and again, will they tell you the real reason, then you will have a plan to satisfy the customers' needs. The best question to ask is to ask a few more questions.

6, managing the expectations of the other person when explaining to him what you can do and what you can't do, you should start managing your expectations. Don't just tell him what you can't do, for example, "I can't do this. I can only do that." The mistake most people make is to tell the other person what we can not do. This kind of mistake is like asking time to someone, and he answers, "now is not the 11 point, nor is it noon." Please tell the client directly what can he expect you to do?

7, thank you for being more grateful than apologizing. Thank him for telling you his questions so that you can serve him better. Thank him for pointing out your problems and helping you improve your work. Thank you for calling him. You feel very happy to communicate with him. Customer complaints often originate from our mistakes. The anger of customers often stems from our apathy and evasive. So he would expect this to be a tough match before calling, and your sincere thanks are greatly beyond his expectations, and his emotions will soon be restored.