How To Persuade Difficult Customers?

It has been counted that 90% of the world's contradictions and problems arise from communication. However, in communication training, we seem to go into a misunderstanding, always want to show their best side, always want to communicate with people who better communicate, ignore how and not. Communicate People communicate. In fact, communication level is not reflected in how to communicate with people, but how to communicate with people who can not communicate.

In particular, as a customer service worker, master communication. technology Essentials, can be targeted at different types of Customer The development of corresponding services will become more important. With the mastery of communication skills, we can convince the difficult customers to some extent.

The so-called difficult customers can be divided into 4 types: strong, picky, noisy and hesitant. If it is not handled properly, it will easily annoy these difficult customers and business will be lost. If the customer service personnel learn to use the skills of "PERFECT": Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and flexibility, the communication effect will be greatly improved. These skills are very practical. No matter what kind of organization or level of employees they are concerned with, they are able to gain some experience in dealing with their clients.

Communication starts with understanding the purpose and character of the customer. In the face of customers you think are difficult, you should first find out what is difficult for him: product quality, or price, or after-sales service, or even know other places that do not satisfy him. At this time, you might as well think about it, stand on the client's position and think about him. If you are anxious, you will get twice the result with half the effort.

Many difficult customers will be more excited and resentful when they express their dissatisfaction with the customer service representatives. For the customer service center, most of the employees are young people. However, if the customer's dissatisfaction can not be released, good communication will not be able to start. Letting customers vent their grievances is the first step to deal with difficult customers. It is very important that if customers' grievances can not be released, they will not listen to customer service personnel, so that they will be tit for tat, and eventually make the situation unmanageable and hamper communication between the two sides.

In actual handling, customer service personnel must listen patiently to customers' complaints, do not interrupt or interrupt them too much, do not criticize the customers, but encourage the customers to talk about all the problems. When the customer releases all his dissatisfaction, his mood will gradually stabilize and become more rational. At this time, the interpretation of customer service personnel will produce some effect, and customers will be happy to accept explanations and apologies.

For example, when angry customers are present, you must first greet them; if customers are very wordy, you will find that they are very listless people and take corresponding countermeasures. For example, if you meet a noisy customer, you'd better let them vent their emotions first; if you meet a customer who likes to show off, you may be flattered; if you have a customer's box to open up, you'd better stop him by asking questions; you also need to know that a fussy customer often wants to know how much you can get from you.