How To Deal With Customer Complaints And Complaints

At terminal

Research shows that when a customer is unhappy with a store, 4% of the customers will say it out. 96% of the customers will choose to leave quietly. 90% of the customers will never be in the shop. The dissatisfied customers will pass their dissatisfaction to 8-12 people at least, and publicize the quality of the store's products to him.

Learn to listen patiently to customers' complaints and not argue with them.

The first step is to learn to listen when customers are dissatisfied with shopping guide.

That is, listening to customers' dissatisfaction and listening to customers' dissatisfaction must follow the principle of listening more and speaking less.

The shopping guide representatives must be calm and let the customers finish their complaints, and express sympathy with "yes", "yes" and other words and nods, and try to understand the reasons, so that there will be no conflict or even quarrel.

Case study:

Miss Huang went to a department store to buy * Brand Eye Repair Cream. When she arrived at the shopping mall, the shopping guide said that it sold out today, and recommended another brand of eye cream from the same brand. She could go to her home. After reading Miss Huang carefully, she knew that this one was used to improve the crow's feet of her eyes, not the one she needed.

Then they got the shopping mall to ask for a return, and the guide was returned, and their faces immediately pulled down. They were very different from the previous salesmen. They said, "cosmetics are as long as the quality of the products is not a problem, the consumers' skin is suitable and they are not returned."

Miss Huang also heard a fire. "At the beginning, I didn't want this one. You said the same thing. You must recommend this to me."

Shopping guide listens to Miss Huang's complaints, listless, listens, and her face is disdain, which can incensed Miss Huang, demanding to see the Department Store Manager to severely punish this guide.

[two] discover customer needs and adopt roundabout tactics.

When customers complain, they need to listen calmly. When customers are dissatisfied, shopping guide can take the opportunity to promote products and communicate with customers at times.

Give an example:

"You don't have to yell at me, sir."

(error)

"This is the company's regulation."

(error)

"I understand.

I understand...

Sir, you see...

Very good, suitable for you... "

(correct)

[three] deal with customer complaints promptly.

Avoid procrastination when dealing with customer complaints, because the longer the time dragged, the more aroused the anger of the customer, and his thoughts will become stubborn and not easy to solve.

Therefore, when dealing with customer complaints, the shopping guide representatives can not make excuses to say that they are busy tomorrow, and tomorrow they say that the responsible person is not dragging on to the day after tomorrow. The right thing to do is to deal with it immediately, and the action to deal with customer complaints should also be clearly perceived by customers.

Such as shopping guide representatives can use anxious or nervous expression to infect customers, or tell customers how to deal with the matter from time to time, to what extent and so on.

In order to appease the customers' mood, we should understand the customers' understanding of the matter.

For example, "this is the company's regulation, and I can't help it."

(error)

"We are a bit busy today, saying that leaders are not here. I think you are coming tomorrow."

(error)

"You don't worry, I'm busy, wait a minute, to deal with you..."

(error)

"Sir, just a moment, I'll deal with it right away."

(correct)

"Your...

Our technicians are testing for you.

I'm showing you around when it will be ready "(right).

[four] skillfully respond to emotional agitation - change the party, change the place, and change the time.

When customers feel strongly dissatisfied with the service and explanation of a shopping guide, they will produce a psychological rejection. If the guide continues to explain to their customers in accordance with their own subjective ideas, customers' dissatisfaction and anger will become more intense.

So in this case, the best way is to ask the guide to avoid temporarily, and ask another guide to coordinate.

Similarly, when customers are particularly excited, they often use a loud voice and want to overtone their opponents to prove themselves. It is better to change their environment (or time) to communicate with customers, which is more effective in dealing with customers' dissatisfaction.

Give an example:

"Sir, please don't quarrel here."

(error)

"I think...

You don't believe it... "

(error)

"Then you...

I mean... "

(error)

"Sir.

I'm sorry, my colleague just now. "

(correct)

"Hello, let's borrow a place to say..."

(correct)

[five] stand in the customer's position and solve problems in good faith.

Shopping guide representatives must be sincere when apologizing. They must not be duplicity. They are not laughing, or just let customers vent. They are standing aside and giggling, letting customers feel that this shopping guide is fooling themselves.

Therefore, the shopping guide representatives should be heartfelt when handling complaints, and no matter whether the customers' complaints are unreasonable, they should apologize to the customers.

Give an example:

"I'm sorry, sir / madam. You see that it has caused you a lot of trouble."

(correct)

"Sorry, this is our negligence."

(correct)

We are very sorry for the inconvenience.

(correct)

[six] the objection of the customer is the selling point of the product.

It is a positive skill to sell customer objections. The guide needs to be clear. It is pointless to argue with the customers. Even if the shopping guide wins the debate, the consequence is losing customers.

The relationship between shopping guide and customers is like the principle of mirror launching, and the attitude towards customers is guided by customers. Customers will also treat shopping guides with corresponding attitudes.

Therefore, shopping guide needs a positive attitude to deal with customer objection is the key.

The basic principle of shopping guide to communicate with customers in sales is: business is not a virtue and a friend is to customers.

Give an example:

"Sir / madam, this is the fashion this year, this workmanship..."

(correct)

"Sir / madam, the place you are talking about is the special feature of this dress."

(correct)

"...

This is...

Material made...

You are looking at... "

(correct)