To successfully handle customer complaints, we must first find the most appropriate way to communicate with customers. Many customer service staff will feel this way, and customers will show emotion, anger and even swear at you when complaining.

At this point, you have to understand that this is actually a vent. By venting their grievances and dissatisfaction, customers' melancholy or unhappy emotions can be released and alleviated, thus maintaining psychological balance. At this point, what customers want most is sympathy, respect and attention. You should apologize to them immediately and take corresponding measures.

Methods/steps

(a) quick response: customers think that there is something wrong with the goods, and they are generally more anxious, afraid that they will not be solved, and they will be unhappy. At this time, it is necessary to respond quickly, write down his problems, find out the causes of the problems in time, and help customers solve the problems in time. Some problems can't be solved immediately. Tell the customer that we will solve it for you immediately and deal with it now. ...

(2) Warm reception: If the customer comes over to report any problems after receiving something, treat it warmly, more warmly than when trading, so that the buyer will think that you are a good seller, not that kind of hypocrisy. At first, you were enthusiastic and ignored the money when you received it. Buyers will be disappointed with what they ignore, even if the things are no better, they will not come again.

Offer to help "Let me think about how to help you. I am willing to solve the problem for you. " As mentioned above, when customers pay attention to solving problems, customer service staff should be considerate and helpful, which will naturally make customers feel safe, thus further eliminating opposition and forming a sense of dependence.

(4) Guide customers to think. Sometimes we feel uncomfortable apologizing because it seems to admit that we are wrong. In fact, "sorry" or "sorry" does not necessarily mean that you or the company made a mistake, but mainly shows your regret and sympathy for the unpleasant experience of customers. Don't worry about customers getting tougher because of your approval. Recognition will only lead customers to think about solutions. At the same time, we can also use some methods to guide customers' thoughts and resolve their anger.