Handle Customer Relationship Properly

< p > there will always be omissions in the products and services of the enterprise.

Even if we do six sigma quality standards, millions of denominator control is still bad.

Let the most critical customers be satisfied or even moved, and turn them into loyal customers, and customers will continue to introduce customers.

Proper handling of customer's picking is for reference: < /p >

< p > < strong > 1. stands at < a href= "http:// www.91se91.com/news/index_c.asp" > Customer < /a > View of the problem < /strong > /p >

< p > facing customer's fastidious, first of all is not defense, exclusion and refusal, but an open-minded listening, dispassionate and objective research and analysis of customers' fastidious views.

When studying and analyzing, we should also stand on the client's standpoint, and understand the customer's fastidious point on objective facts and subjective feelings and emotions.

This is especially true when faced with the most critical customers.

In the face of it, we first identify the customers' feelings with understanding and apology, and then discuss the facts with them.

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If P is a customer pick point, if it is a fact that should be improved, suggestions should be made for improvement, solution and remedy; if it is not a fact, sufficient communication instructions should be made; if it can not be done, it should be mildly explained and allowed to return or negotiate for remedies; if time is to be resolved or remedied, commitment time should be given; if it is trivial, it may be possible to shift the topic.

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< p > < strong > 2. establish a href= "http:// www.91se91.com/news/index_c.asp" > harmony < /a > atmosphere < /strong > /p >

Beyond P, in addition to the facts, there is an atmosphere of relationship, feeling and coordination.

The atmosphere is good, and the mood of picking will decrease or even disappear.

Even in the face of the most critical customers, they should smile, patiently and conscientiously listen to customers' complaints, and do not care about the impolite words and attitudes of customers.

If we are reasonable, we must not be unreasonable. We must thank our customers for their criticize.

If the bargaining place is poor, it should be changed to a more suitable place.

If you can't solve it yourself, you can ask third people or superiors to come forward.

If you get stuck in a stalemate, you can pause, or even borrow urine to wash your bathroom.

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< p > < strong > 3. establishing customer < a href= "http:// www.91se91.com/news/index_c.asp" > complaint system < /a > /strong > /p >

< p > in the face of customer complaints or criticism, enterprises should establish a system of customer complaints, stipulate complaints complaints window, handling procedures and recovery methods, and how to solve the causes thoroughly and avoid repeated recidivism.

For frequently complained or picky questions, a standard answer Q&A should also be established, so that employees' caliber is consistent.

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< p > establishing customer satisfaction service center or customer mailbox can make the complaint window regular.

In addition, the establishment of an apology group, for major complaints and important customers, after dealing with customer complaints, and then send senior executives to give gifts to apologize and thank you, so that customers can be moved.

In good management, very few picky will happen, and after that, it can be satisfactorily resolved quickly, so that businesses and customers can be happy.

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