Handling Customer Complaints: One Of The Important Links That Salespeople Should Know Well.

< p > customer complaint handling is not only one of the focuses of the enterprise, but also one of the important sales links that salespeople should be familiar with.

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< p > in the whole sales process, is it not easy to get the order? Is it all right after the deal? No! The complete sales link also includes customer complaints handling.

Only by making the customer 100% satisfied can the paction be completed.

To achieve the 100% satisfactory complaint handling, we must first attach importance to the reasons for customer complaints.

Generally speaking, the reasons for customer complaints are mainly in the following aspects: < /p >

< p > strong > 1, < a href= "http://sjfzxm.com/pioneer/" > Product < /a > or service quality reasons < /strong > /p >

< p > this is mainly due to the incomplete variety of products, lack of functions, or failure to give full play to the original functions, providing wrong information to customers, and failing to provide services or products according to the requirements of customers.

For example, the product manuals provided by the enterprise to the customers are the product manuals of other products, causing customers to not know how to use the products; the products sent by the enterprises to the customers are other types of products, causing the customers not to use the products; failing to provide the customers with services or products as scheduled, causing inconvenience and trouble to the customers.

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The complaint caused by the quality of the "P" service is mainly due to the failure of the product or service provided by the enterprise to meet the quality standards, or to a major quality problem.

For example, when customers purchase products, they find that the quality of the products is not good, or the products have deteriorated or deteriorated, or the products have been distorted and failed, and there is no quality guarantee. Customers find that the products produced by the enterprises are shoddy, fake and genuine, and there are serious problems in the products, resulting in the failure of the products when they are used.

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< p > service personnel also ignore customers' enquiries, or are impatient and perfunctory when answering customers' questions. They cashier their customers' funds and make less money to customers, so that customers can check out and wait too long. Improper packaging can lead to product damage or omission; baggage service staff who do not come out to help customers deliver luggage, lack of delivery service or other forms of service, will make customers feel dissatisfied and complain.

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< p > < strong > two, customer's own reason < /strong > /p >

< p > sometimes, the customer misunderstands the product or service of the company and produces invalid complaints.

Enterprises should show magnanimity to such complaints, try to explain patiently to customers, help customers solve practical problems, so that they can not only solve customer problems, but also cultivate a high degree of customer loyalty.

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< p > < strong > three, the internal reasons of enterprise < /strong > /p >

< p > due to problems in the internal system of enterprises, they can not function properly, and will also cause customers' dissatisfaction and reduce customer satisfaction.

Customers often complain that the sales department promises too much, and the service department offers too little.

For example, the company originally did not have enough funds to purchase relevant materials or provide related services; the company's inadequate staffing led to a decline in service quality; the responsibilities of various departments were unclear, and when departments had problems, they shirk each other and accuse each other.

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< p > < strong > four, the customer's expectation is not satisfied. < /strong > < /p >

< p > when customers purchase products, they have good wishes and expectations for the products themselves and the services of enterprises. If these wishes and demands are not satisfied, they will lose their psychological balance, resulting in complaints and attempts to "argue", which is one of the important reasons for customer complaints.

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< p > customer complaints are closely related to expectations, mainly in the following aspects: < /p >

< p > 1. unrealistic publicity.

When a salesperson or an enterprise carries out media publicity, it exaggerates the effect of advertising to make products or services more attractive, which exceeds customer expectations.

Once the customer discovers that the enterprise can not satisfy these expectations, the customer will complain or even complain.

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< p > 2. higher than expected price.

When buying a product, each customer will have an expected price floating value in his mind. If he can persuade him effectively, it will be the key to successful sales.

But if we exceed this limit, we will go to the opposite side, and complain and dissatisfaction will arise.

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< p > 3. below expected quality.

Customers purchase not only a product, but also a certain benefit that can be experienced through this product, which is guaranteed by quality. If the quality is out of order, the rest is "zero" 1 < /p >

< p > 4. below expected value of service.

Service is the tool of management. "If we want to work well, we must first use our tools."

No matter how good the product is, if there is no good service to support it, it will be like a flash in the pan.

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Besides P, business fraud and work errors often result in customer complaints.

In short, handling customer complaints should first carefully explore the causes of customer complaints and then solve them in a targeted manner.

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< p > < strong > experts dial < /strong > /p >

< p > it is worth reminding that customers should be held accountable for the customer complaints caused by product problems.

Generally speaking, customer complaints are producers' responsibility on the one hand.

The quality of products provided by producers does not conform to the standards of product standards, and does not possess the functions, performance and uses of products, such as the failure of air conditioning to refrigerate, and the damage of the display screen of mobile phones.

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< p > on the other hand, it is the responsibility of the customer, because the customer has not been misused according to the requirements of the salesperson or product specification.

Producers and sellers should also seriously analyze why customers are misused, for example, the manual is not easy to operate, and the salesperson has no explanation.

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< p > if the complaint handling is ultimately able to satisfy the customers and enable them to achieve a win-win situation in the long run, the salesperson must make clear the real cause of the customer complaints in advance and deal with customer complaints effectively.

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