A, handling customer complaints skills:
1, be prepared psychologically and avoid being emotional:
For marketing, the terrible thing is not to complain but not to ask any questions.
2. Listen carefully to the complaints of retail customers:
When retail customers complain, the first thing to do is to listen carefully.
3, positive action, timely handling of customer complaints:
We should take active actions to deal with all kinds of opinions put forward by retail customers in a timely manner.
Second, the principle of handling customer complaints:
1, fast processing:
If the complaint occurs in the course of service, it needs to resume normal work quickly; If it happens after the service, a response mechanism should be established within 24 hours or less.
2, understand the problem from the customer's point of view:
Empathy is the only way to understand the reasons for customers' dissatisfaction, and we should avoid jumping to conclusions because of our own prejudice.
3. Acknowledge the customer's feelings:
When a complaint occurs, it is necessary to clearly acknowledge the customer's feelings and establish a trust relationship between the two sides in order to handle the problem peacefully.
Cause analysis of customer complaints and solutions;
First, the cause analysis of customer complaints:
1, due to the enterprise itself:
(1) The product quality can't satisfy the customers.
(2) The service can't meet the customer's requirements.
(3) Poor management of customer expectations.
2. Customer reasons:
(1) make up for the loss.
(2) Personality differences.
3. Environmental factors:
(1) Cultural background.
(2) Other environmental factors.
Second, the countermeasures to solve customer complaints:
1, sell good goods:
Providing customers with high-quality and safe goods is the basic condition to prevent customers from complaining.
2. Provide quality services:
The quality, skills and attitude of service personnel are the most important factors affecting the service level of enterprises. Therefore, providing quality service should start with service personnel.
3, strengthen the training of complaint handling:
The ability of enterprise service personnel to deal with customer complaints has a great relationship with whether complaints can be effectively solved.
4, around the "customer satisfaction" to build a new corporate culture:
As an activity within an enterprise, customer complaint management usually requires the participation of almost all departments within the enterprise, so the value orientation of emphasizing customer demand and aiming at customer satisfaction must be recognized by all employees of the enterprise.