How To Make Customers Angry

< p > < strong > 1: < a href= "http://www.91se91.com/news/index_c.asp" > complaint handling < /a > principle < /strong > /p >

< p > (1) correct service concept < /p >

< p > we need to constantly improve the quality and professional competence of all staff, set up the idea of serving the customers wholeheartedly and "customers are always right".

The complaint handling staff must be careful to restrain themselves and avoid feelings when facing angry customers, and always bear in mind that they represent the overall image of the company or shopping malls.

< /p >

< p > (2) have rules to follow < /p >.

< p > there should be special systems and personnel to manage customer complaints, so that all situations can be handled in accordance with the rules, so as to maintain uniform and standardized services.

In addition, all kinds of preventive work should be done to make customers complain and take preventive measures.

< /p >

< p > (3) deal with < /p > in a timely manner.

When dealing with complaints, remember not to delay the time and shirk responsibility. All departments should cooperate with each other and react quickly to explain the cause of the incident to the customer in a "steady and clear" manner, and strive to solve the problem in a short time and give the customer a satisfactory result. P

Otherwise, procrastination or shirking responsibility will further aggravate the complainants and further complicate matters.

< /p >

< p > (4) distinguish responsibility from < /p >.

< p > not only should we distinguish the < a href= "http://www.91se91.com/news/index_c.asp" > the responsibility department < /a > and the responsible person who causes customer complaints, but also need to clearly handle the specific responsibilities and powers of all departments and personnel of the complaint department, and the responsibility for timely and full settlement of customer complaints.

< /p >

< p > (5) file analysis < /p >

< p > to make a detailed record of each customer's complaint and its handling, including the content of complaint, the process of handling, the result of the processing, the degree of customer satisfaction, etc.

Through recording, learning lessons and summing up experience, we will provide a visit for better handling of customer complaints in the future.

< /p >

< p > < strong > 2: complaint handling skills: < a href= "http://www.91se91.com/news/index_c.asp" > Customer < /a > sunny "CLEAR" method < /strong > /p >

< p > handling customer complaints is an important job of service providers in the operation of stores. How to appease customers' dissatisfaction and turn angry customers into anger is the most important way for enterprises to obtain customer loyalty.

Here, we will introduce a "CLEAR" method to deal with customer complaints and make customers feel clear, that is, customer anger and emptying skills.

< /p >

< p > understanding and practicing clearance skills can help enterprises to handle the most difficult situations properly.

The customer complaint handling principle of "CLEAR" includes the following steps.

< /p >

< p > C - control your emotions (Control) < /p >

< p > L - listening to customers' complaints (Listen) < /p >

< p > E - establishing a situation of resonance with customers (Establish) < /p >

< p > A - apologize for the customer's situation (Apologize) < /p >

< p > R - a contingency and foreseeable plan (Resolve) < /p >