How to deal with customer complaints and complaints 52 How to deal with customer complaints and complaints; 1. Handling methods of customer complaints and complaints: 1. Confirm the problem (mainly understand the specific complaints of customers through dialogue; Listen carefully and patiently to the complainant and take notes while listening. If you can't hear clearly, try to understand the whole process of complaint or complaint; Repeat what you know to confirm to the customer; After understanding the problem, ask customers' opinions, such as how they think to deal with it; 2. Analyze the problem (make a detailed analysis according to the problems complained by customers); In oneself
How to handle customers' complaints and complaints
1. Methods for handling customer complaints and complaints:
1, confirm the problem (mainly through dialogue to understand the specific problems that customers want to complain about and prepare for the next step)
Listen carefully and patiently to the complainant, take notes while listening, judge the cause of the problem and grasp the key factors in the other party's statement.
Try to understand the whole process of complaint or appeal. If you can't hear clearly, ask in detail in a euphemistic tone, and be careful not to use offensive words, such as "Please say it again in detail" or "Please wait a moment, I'm a little unclear ..."
Repeat what you know to the customer for confirmation.
After understanding the problem, ask customers for their opinions, such as how they think it is appropriate to handle it, what requirements do you have, etc.
2. Analyze the problem (make a detailed analysis according to the problems complained by customers)
When you are not sure, don't jump to conclusions, make judgments or make promises easily. It is best to discuss the problem with peer service personnel, or report to the superior and analyze the problem together. How serious is the problem?
To what extent have you mastered this problem? Is it necessary to go to other places to learn more? If the questions raised by customers are unreasonable or unfounded, how can we make customers realize this?
What does the complainant ask for besides financial compensation when solving the problem?
3. Negotiate with each other (negotiate with customers to solve problems)
On-site service personnel are responsible for negotiating with customers after consulting peer service personnel or superiors and getting clear opinions. Before the negotiation, the following questions should be considered.
A: Is there a long-term trade relationship between the company and the complainant?
B: When you try to solve the problem, is there any hope for customers to buy later?
C: As a result of the dispute, what kind of oral effects of goodwill and non-goodwill may be caused? (word of mouth). What are the customer's requirements? Is it unreasonable or excessive?
E: Is there anything wrong with the company? What is the degree of fault?
As the agent of the company's opinions, the above conditions must be considered when deciding to provide some compensation to the complainant or the complainant. If it is the fault of the company, the compensation for the victims should be generous. If it is unreasonable from the customer's point of view; And you can't do business in the future. You say "no" to each other generously and clearly.
When negotiating with customers, we should also pay attention to the expression of words, express clearly, listen to customers' opinions as much as possible, observe customers' reactions, grasp the main points and solve them properly.
4, processing and implementation of the treatment plan
After reaching the conclusion, we should properly handle the assistance. After reporting the conclusion to the superior and obtaining the consent of the superior, inform the customer clearly and directly, and follow up the results in the future work. If the treatment plan involves other departments within the company, relevant information should be passed to the executive department. Whether the relevant departments implement these plans or not, they must supervise and follow up the after-sales service until the customers are satisfied.
Two ways to deal with customer complaints and seven complaints
1, be patient
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings. Instead, we should encourage customers to pour out their grievances and let them vent their grievances to the fullest. After patiently listening to customers' complaints and complaints, when you are satisfied with their venting, you can naturally listen to the explanations and apologies of the service personnel.
2. Have a better attitude
Complaints and complaints from customers show that customers are not satisfied with our products and services. From the heart, they will think that we have wronged him. Therefore, if we are unfriendly in the process of handling, they will have bad psychological feelings and emotions and worsen their relationship with customers. On the contrary, if the service personnel are sincere, polite and enthusiastic, it will reduce the resistance of customers. As the saying goes, "Angry people don't smile at people", a modest and friendly attitude will prompt customers to calm down and rationally negotiate with service personnel to solve problems.
3. hurry up.
Handling complaints and complaints quickly, on the one hand, can make customers feel respected, on the other hand, it also shows the sincerity of enterprises to solve problems.
Third, we can prevent negative pollution from customers from causing us more harm in time. Fourth, the loss can be minimized. Generally, we will receive customers' complaints or complaints, that is, we will know the specific content by telephone or fax, and then negotiate the solution within the department. If the result is this, we must reply to the customer within the promised time.
4. The language is appropriate.
Customers are not satisfied with us. They may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining the problem, they should also pay great attention to the wording, be reasonable and decent, and don't say, "Do you understand?" If the language hurts people's self-esteem, try to communicate with customers in euphemistic language. Even if the customers have unreasonable places, don't be too impulsive, otherwise they will only disappoint customers and leave soon.
5, a little more compensation
Customers' complaints or complaints are largely due to the failure to achieve the expected results after using our services. Therefore, after customers complain or complain, they often want compensation, which may be material or spiritual, such as an apology. When making compensation, we should try our best to make compensation. Sometimes, when making material and spiritual compensation at the same time, customers will get extra gains, understand our sincerity and rebuild their confidence in us.
6, the level is higher
Customers want their problems to be taken seriously after complaints or complaints, and often deal with these problems.
The level of personnel will affect the customer's expectation of solving problems, if senior leaders can kiss.
Going to the customer's office or calling in person to express condolences will resolve the grievances and dissatisfaction of many customers and make it easier to cooperate with service personnel to deal with problems. Therefore, when dealing with complaints and appeals, if conditions permit, we should try our best to improve the level of service personnel who deal with problems, such as department managers (or service personnel who serve as department leaders).
7, a little more ways
Many enterprises deal with customers' complaints and complaints as a result, which is to give them condolences, apologize or compensate other materials, send small gifts and so on. In fact, there are many ways to solve the problem.
Three or six steps to eliminate customer dissatisfaction
1, let customers vent.
You know, the customer's anger is like an inflatable balloon. When you take it out on your client, he is not angry. After all, the original intention of customers is to express their feelings and solve their own problems.
When customers vent, your best way is to keep silent and listen carefully. Of course, don't let customers think you are perfunctory. Keep emotional communication. Listen to the customer carefully and judge the problems encountered by the customer clearly.
2. Apologize fully and let the customer know that you have understood his question.
Apologizing doesn't mean that you have done anything wrong. It doesn't matter whether the customer is right or wrong, what matters is how we solve the problem without letting it spread. Let's not spend a lot of time figuring out who is right and who is wrong, as some companies do, which is not good for ourselves or people.
Tell the customer that you have understood his question and ask him to confirm whether it is correct. You should be good at summarizing customers' complaints.
3. Collect accident information. (Only in this way can we find out the key reasons of customers' complaints and dissatisfaction and the real needs of customers.)
Customers sometimes omit some important information because they think it is unimportant or just forget to tell you. Of course, some customers know that they are also wrong and deliberately hide it. Your task is to know the actual situation at that time.
You must find out what customers really want. If the customer tells you that your promotion effect is not good, I will cancel my cooperation with you. Can you know what he is thinking? I can't. You need to know what the customer's evaluation criteria are and what effect you want to achieve.
How do doctors treat patients when you go to see a doctor? They will ask you a lot of questions. Are they ignorant of medical skills? No, because they know that if they miss any information, they may not be able to write a prescription.
Do you want the doctor to see you as soon as possible, or do you want his patients to give him a thumbs up? You must do:
(1) Know what kind of questions to ask.
② Ask enough questions.
3 Listen to the answer.
4. Propose solutions.
Proposing solutions to customers' problems is our foundation. Think about it. What do restaurant owners do when you wait a long time for food to come? Maybe it's a dish for you or a free bar? As a company, you can have more choices, such as:
1 fold.
② Free gifts, including gifts, commodities or others.
3 reputation. Thank customers for their opinions.
Four personal relationships. Give care to customers in their own name.
5. Ask customers' opinions.
The customer's idea is sometimes much worse than the company's imagination. You'd better ask the customer's opinion after providing the solution. If the customer's request is acceptable, the best way is to finish it quickly and happily. We should all remember that the cost of developing a new customer is five times that of maintaining an old one!
"When all complaints occur, the key to solving the problem is to handle them cleanly and thoroughly to satisfy customers."
6. Tracking service.
Will everything be all right after the treatment? No, all the above five steps have been done, which shows that you are an excellent company. If you continue to follow customers, your company is an outstanding company.
Don't worry about money, call or send a fax to the customer. Of course, it is better to go in person. Understand customer dissatisfaction with the solution. Whether the scheme needs to be changed.
Four, the skills or principles in the process of handling customer complaints.
Rule 1: Don't judge customers artificially.
The customer asks you for help because he trusts you and thinks you can help him solve the problem.
Principle 2: Put yourself in the customer's shoes.
Can you hate yourself if you can't sleep at night? You will say that the bed is not good, or the environment is too noisy or something. Your customers are the same. You are just their vent, not that you have offended them. Principle 3: Adhere to the following interest principles: let the company make money, no loss, less loss.
How to deal with customer complaints and customer complaints can be written from these aspects:
Statistic, analyze and evaluate the transmitted customer complaints and complaints.
Make improvement plans, schedules, schemes and set targets.
Standardization work.
How to deal with customer complaints: customer complaints are not troubles, but opportunities. I believe you have also found that this kind of customer service orientation is one of the most concerned work skills for many enterprises when recruiting and cultivating talents. Some people think that customer service is a proper term for the service industry, and only the service industry needs to strengthen its customer service capabilities. But in fact, no matter in any industry, consuming customers are the main source of company profits (if no one buys our products, it will go bankrupt), so the transaction consumption patterns of different industries may be different, but the maintenance of good customer relations is very important for the sustainable operation of all walks of life, which is universal. I don't know if you have noticed that consumption is actually a product of emotions. You will spend money only if you think it is appropriate. And service is to create a positive emotional experience for customers (make you like to associate with me and come back next time).
Therefore, in the process of service, emotion is the real protagonist. Janelle Barlow, a customer service consultant, has a wonderful metaphor. She believes that there is an emotional account between the enterprise and every customer, and every pleasant service experience will be deposited in this emotional account; Every time you have a negative service experience, you immediately withdraw a sum of money from your emotional account (sometimes even with interest). Once any emotional account is overdrawn, it means that the account is closed and the customer relationship is over.
In order to maintain this emotional account, of course, service personnel should take care of every contact with customers carefully; When customers complain about the service, it is a critical moment to test the service quality. Whether this emotional account is stable or dead often depends on the reaction ability at the moment.
Golden steps to deal with customer complaints
You must have heard of TQM (Total Quality Management). In this all-round plan oriented to improving quality, the experts' definition of "customer" is more in line with the new era: customers refer to all the objects that will use my services, so there is a difference between external customers (paying consumers) and internal customers (colleagues and bosses who use my services within the company). Therefore, no matter what position you and I are in, there are customers who need service; Of course, in a broad sense, you and I are also customer service personnel, and we should have excellent customer complaint handling ability.
In this case, let's learn the golden steps to deal with customer complaints!
1. Show empathy and listen carefully to complaints.
Step 3 apologize sincerely
4. Promise to deal with it immediately and make up for it actively.
Then we have to deal with things. Please express your sincerity in actively handling this situation first: I am happy to help you deal with this situation as soon as possible ... If you need to ask for details and other relevant information, don't forget to say first: In order to serve you as soon as possible, I need to ask you some information ... in case you directly and aggressively ask: Who have you talked to? When did you say that? Are you sure he said that? I'm afraid that the other party will mistakenly think that you are torturing and shirking responsibility, and will become more angry from embarrassment.
5. Propose solutions and timetables.
Don't make a decision: just do it. Instead, we should leave the decision to the customer: Do you agree with us? ..........................................................................................................................................................
6. Confirm satisfaction after treatment
7. Review the operation process to avoid repeating the same mistakes.
Finally, of course, we must learn to improve methods to prevent problems before they happen.
Customer complaints are not troubles, but opportunities.
Is customer complaint handling really that important? The following is a customer's personal experience in a Philippine hotel.
In Cebu, Philippines, I found a holiday center. As soon as the floor-to-ceiling windows of the rooms on the first floor are opened, you can slide directly into the vast lagoon for swimming. There are sandbars, coconut groves and endless waves. The scenery is really great. That's great. I've decided to stay a few more days now. I didn't expect to open the French window early the next morning. God, why is the original pool water gone? The scene to greet you was replaced by several staff members, standing in the middle of the pool and working back and forth with a loud cleaning machine.
Where is my water? Things have changed overnight. I looked at my bathing suit and decided to call. Two minutes later, Jenna, the hotel manager on duty, called back in person. The following is her response: Miss Zhang, thank you for calling us to tell us your dissatisfaction, so that we can have an opportunity to improve immediately. I'm sorry, because of the problem of our room notification system, we didn't inform you of the regular cleaning of the swimming pool, which brought you inconvenience. This is really our fault. I'm terribly sorry. I see, I thought. Knowing that you admit your mistake and apologize is not a bad attitude!
She went on to say: I understand that you chose our hotel because of our landscape and the convenience of playing in the water. To express my sincere apologies, I gave you a 50% discount on the house price last night. Oh, she offered it automatically without asking. It's really sincere. She went on to say, but because the pool is big, it will take two or three days to clear it. Even a discount can't solve the problem that you can swim here without water. Well, if it won't cause you too much inconvenience, I'll be happy to help you upgrade to a private villa with its own open-air swimming pool and pool in the next few days. Do you think this arrangement is appropriate?
I think this arrangement is very suitable! I heard myself say with joy. The original dissatisfaction was swept away, and the mood can only be described as being elated. The night I moved into the villa, I was immersed in the swimming pool and looked up at the moon. The waiter knocked at the door and brought in a nice bottle of red wine, which was Jenna's special greeting.
Did the hotel's handling of customer complaints cause emotional precipitation? How do you think? Not only did I decide to return to this hotel as soon as possible, but every employee could call my name. Within one month after my return, I also strongly recommended this hotel to two business managers as a place for Spring Festival employees to travel: five-star facilities and six-star service. I will never regret it when I go!
I want to be interesting, and I often do emotional intelligence and customer complaint handling training in the business world. Even if I know the truth, I will be ecstatic and moved every time I encounter the situation that the customer complaint handling steps are accurately implemented. Ha! The power of emotion is really extraordinary.
Therefore, customer complaints are not troubles, but opportunities.
How to deal with customer complaints "Perspective" The successful experience of world-renowned companies in dealing with customer complaints allows you to easily deal with sudden customer complaints. Ingeniously transforming the crisis, saving the day and turning the enemy into a friend are the necessary qualities for excellent customer service and sales staff. The best way to satisfy customers is to provide good products and services first. However, in addition, a company must also establish a good system, which can find and deal with the inevitable consumer problems. Such a system is not only an inevitable demon-customer satisfaction will be shown in the company's performance. A recent study shows that the investment in complaint handling and question answering system will generate an average return of 100%-20%. Marianne Les Miao Sen, vice president of global quality of American Express, provided the following formula: "Better complaint handling equals higher customer satisfaction, higher brand loyalty and better performance."
Customer complaints are a common problem in the office, so how to deal with all kinds of complaints effectively is also a difficult problem in various industries today. Handling customer complaints must master methods. No matter what kind of censure or criticism you get, you should teach with an open mind and treat it sincerely. Even if it is severe, you must never argue with customers.
Say sorry first when you receive a complaint, and say sorry after listening to the other party's complaint. No matter who is right or wrong, apologize for bringing convenience or unhappiness to customers. No matter what kind of problems customers complain about, they should think that complaints are a good opportunity to explain their misunderstandings. The person in charge of handling customer complaints must be well-trained, able to calm the other party's emotions in time, solve the emotions first, and then solve things. Make a short and appropriate explanation calmly and thank the other party for giving you the opportunity to explain yourself.
Consumer complaints are caused by the inconsistency between the service and management level provided by the hotel and the needs and expectations of consumers. Complaint is a very important follow-up service after service contact, and hotels must take it seriously and deal with it in order to recover the reputation loss caused by service mistakes. There are mainly the following points:
1. Understand the importance of complaints to enterprises.
Many hotels are afraid of complaints and avoid them. But in essence, complaints are an opportunity for customers to correct their mistakes. Many customers didn't complain about the service, so they stopped patronizing and even told their relatives and friends not to patronize. This makes it impossible for the hotel to correct its mistakes and lose its guests forever.
2, understand the motivation of customer complaints.
Different customers complain for different purposes. Some people hope to get economic compensation for economic reasons; Some of them are for psychological reasons, hoping to achieve psychological balance through complaining and satisfy their psychological needs of being respected and cared for.
3. Provide compensation that can meet the purpose of customer complaints * * *
When a guest complains about the hotel, the hotel should solve it from the following aspects:
Listen carefully to customers and stay calm; Sympathize, understand and comfort the guests, and apologize to them;
Pay enough attention to the guests; Pay attention to process inquiry and record key points;
First of all, in line with the principle of customer first, we should respond to users' complaints sincerely and actively; Secondly, we should be professional, understand problems through investigation and inquiry, do not shirk our own problems, and do not care about users' problems; Third, we should pay attention to principles in handling. We should not only protect the company's principles, but also protect the interests of users as much as possible, and be able to say no decisively to unreasonable complaints. As long as we are sincere, professional, well-founded, and seriously deal with users' complaints, we will be recognized by the company and users.
How to deal with customer complaints In our daily work, the last thing we want is to be complained by customers. In particular, we often face some customers with low quality. Some customers don't understand the general banking system, don't listen to persuasion, and sometimes even complain for no reason. Sometimes we can't help but feel helpless and occasionally have emotional conflicts. But in fact, if we can treat complaints with a calm mind and actively learn and summarize the skills and experience in handling complaints, we can easily find that customer complaints also have a great promotion and spur on our actual work. As a service person, I have profoundly summarized the history of my "blood and tears" customer complaints, and will share with you the steps, principles and skills of handling customer complaints.
1, be a attentive listener.
Listen to the customer's opinions and suggestions patiently, even if he is venting his personal feelings, we should listen with a serious attitude, and it is best to take out paper and pen to make a record. First, let customers know that we value every customer's opinions and suggestions and feel respect, which also reflects our professionalism in handling customer complaints; Second, we can also find the key points and keys of the customer's demands from his statements, so as to solve the problem next.
2. Resolutely avoid disputes with them.
When you meet unreasonable customers, you don't have to be impulsive. A rational attitude and euphemistic conversation can help you turn the corner and beat your opponent. Most customers express their dissatisfaction in an irrational way to vent their emotions. If you want to fight back at this time, it will undoubtedly add fuel to the fire and will definitely be "tragic." You know, complaining customers can't afford to be hurt. At this time, the best choice we can make is to listen carefully, nod appropriately, make eye contact, and never argue with customers.
Never stand on the wrong side!
It's true that the system can't give in, but it can't be the opening statement to deal with complaints by emphasizing that "this is the system". Instead, we should remember emotionally that we should always stand in the customer's position, focus on "system" and "customer", and we should not make concessions from the system, but look at the problem from the customer's position, handle the problem, understand the customer's mood, and know why the customer complains, just like Uncle Zhao Benshan said, "Know why it is troublesome." This will help to calm the customer's emotions and make him feel that you are not trying to confront him as a business owner, to distinguish who is right and who is wrong with him, but to really help him solve problems with a service attitude, and deal with emotions first and then deal with things. Ignoring customers' pain is a taboo in handling complaints.
Effective communication is the first step to solve the problem.
As the saying goes, "Say whatever you meet." This is common sense and principle. There is such a little joke: a woman is good at glib tongue. Someone asked her what she knew, and she said, "It's very simple. Tell him what he is. For example, talk to the butcher about pork and talk to the chef about dishes. " The person who asked for advice asked again, "If the butcher and the chef are present, what are you talking about?" She said, "I'll say braised pork." We should also say different things to people with different educational levels. When talking with people with low educational level, we should use common spoken and colloquial language, and use more specific figures and examples. For people with a high level of education, we can adopt the method of abstract reasoning and pay attention to respecting each other when speaking.
5. Apologizing is not just "sorry".
After listening to the contents of customer complaints and finding the real demands of customer complaints, we must first make a sincere apology to customers. But only if we don't share the responsibility first. If we are complained about sticking to the system, an apology should never be "Sorry, it's our fault/our responsibility." How about-"I can understand the trouble and inconvenience. What do you think we can do for you? " There are basically two kinds of apologies: one is that the complaint caused by the customer's own reasons (ignorance of business, bad mood, etc.) is established. Customers often vent their dissatisfaction slowly in the process of his statement because of their own reasons. Just listen to him, apologize for the inconvenience, sincerely understand, and then patiently explain the customer's misunderstanding. The second is the customer complaints caused by the subjective consciousness of enterprise management or service. Once you complain for your own reasons, you should dare to admit your fault and not cheat or delay customers. The key is to remedy it in time after apologizing, otherwise the apology will become an empty box without gifts.
5. Customer complaints are gifts.
Forty percent of IBM's technological innovation comes from customers' opinions and suggestions (often expressed in the form of complaints in real life). While handling complaints, we should also be good at asking questions, especially those that cause common complaints. As before, the highest complaints from banks all over the country are about banks queuing to cut in line, and then there are pagers. The opinions and suggestions of customers are important factors to promote the development of the industry. Only by attaching great importance to customers' opinions, objectively analyzing customers' opinions, deeply studying customers' opinions and actively solving them can we improve our system design and improve our service level, and may also provide ideas for the research and development of new products.
Customer complaints can help us find problems in all aspects of our work in time and improve our service level. Whether the reasons for the complaint are sufficient or not does not affect its positive role. As the saying goes, "if there is something, change it, and if there is nothing, encourage it." If we can treat customers sincerely, master the skills of handling customer complaints and properly handle customer complaints, we will certainly be able to close the distance with customers and promote the work.
From this point of view, we should always put ourselves in the customer's shoes, carefully analyze the causes of complaints in practical work, actively handle customer complaints, and make the concept of serving customers deeply rooted in the hearts of the people.
1. Confirm the cause of the customer's problem.
2, according to the specific situation to determine the responsibility, if it is your own responsibility to apologize to the customer.
3, commitment to complete the time.
Step 4 deal with customer problems
5. Communicate with customers to handle the situation and get any customers.
6. Pay a return visit to customer service satisfaction after a while.