Analysis of the original prisoner who caused customer complaints
Customer complaints are the expression of their satisfaction with enterprise management and service. Generally speaking, as long as the customer's complaint satisfaction is small, it must indicate that our management or service is negligent. Therefore, to analyze customer complaints, we must first start with subjective reasons.
1. Disrespect customers. Mainly manifested in the cold expression, blunt attitude, not too respectful of customers' living habits; Suspicion of customers without reason; Pointing at the customer's appearance and clothes, etc.
2. Maintenance of equipment and facilities is less and timely, materials are less, and sanitation is sloppy; Deliberately delaying customers; Damage or loss of customer's goods; Forget or make a mistake about what the customer entrusted.
3. Skilled skills, small training in place, rushing to work, and many mistakes in work.
4. Small people treat people equally, judge people by their appearances, favor one over the other, be hot and cold, and pull relationships in front of customers to enter through the back door.
5. Enterprises don't pay attention to social image and let customers down. Such as false advertisements,
The goods sold to customers are fake and shoddy.
6. The legal concept is weak, and customers' awareness of self-protection and legal system is increasing, while some of us know little about how to respect and protect consumers' rights and interests in law.
Customer complaints have a complicated psychological process, which varies from person to person and from thing to thing, so there are some objective small reasons, which also makes us deal with customer complaints a more difficult problem. Analysis of objective reasons mainly includes the following two points:
1. Service quality and service attitude are difficult to quantify. Service quality and service attitude are common complaints of customers. Whether customers are satisfied with the service quality and attitude depends entirely on subjective feelings, and the standard is very small. For the same question, some guests feel very satisfied, and some guests may be slightly satisfied. Because the demand is small, the standards of satisfaction and small satisfaction are also small.
2. Customer personality differences. Small customers of the same kind have little satisfaction attitude towards}.
Nevertheless, rational customers will encounter little satisfaction and make little noise, but they will be rational.
Fight, let every inch; Impatient and fierce people will complain, and they will make a scene when they meet little satisfaction.
Fear of making things big is the most difficult thing to deal with; Long Yulie's customers encounter small things, which may be
Leave silently, complain a little, but come back forever.
Customers complain about Xinchuan! analyse
Psychological characteristics of customers in the process of conflict
(1) Potential conflict stage: Gu
Keshan complained with satisfaction, psychologically.
This is a gradual process. while
Customers buy less than expected goods.
Or service, mountain disappointment produces setbacks.
Feeling, the service staff has arrived emotionally.
Touch. At this time, if we are good at observing words,
Pay attention to color and handle it properly, such as in time.
Apologize, explain or care.
Serve customers, influence customers,
It is possible to disband the spear.
(2) Conflict outbreak stage: customers
Xiaoman's feelings have not been paid attention to and solved, and emotional contradictions have gradually accumulated.
Rise to emotional impulse, leading to behavioral loss.
Control. We often hear customers vote.
I can't stand it anymore, Jane H. It's so irritating! "The form and degree of conflict depends on the moral cultivation and personality of customers. Wise customers argue with each other, make small concessions, irrational customers get angry and even curse the sun.
(3) After the conflict broke out, the customer's satiety developed to the extreme, seeking the expression of emotional venting, or complaining or retaliating.
2. Psychological characteristics of customer complaints
(1) Seeking catharsis: The frustration caused by customers' unsatisfied legitimate needs or unfair treatment should be vented on managers and emotional compensation should be sought.
(2) Seek compensation: customers' excitement will be relieved after their grievances are vented, and their rights and interests should be safeguarded. Under normal circumstances, customers complain about losses, in addition to demanding compensation for material losses, they also require material compensation for mental losses in order to achieve psychological balance.
(3) Seek respect: it is difficult to' f' the customer's self-esteem is hurt. In the event of a complaint, the parties or managers must be required to admit their mistakes and apologize, and -pt should be used to save the dignity of customers.
Through the above rough analysis, we can see that handling customer complaints, in the final analysis, is to solve the emotional connection between customers and enterprises. If complaints are handled well, customers will understand that bad things turn into good things overnight, thus improving customers' impression of the company and avoiding publicity. At the same time, we should also know that as long as we think more from the standpoint of service, inject more emotional reasons into the sales of products and services, and exchange our hearts and feelings for customers' satisfaction and understanding of our work, in fact, many customers' complaints can be avoided. Handling customer complaints properly requires great patience and love. Our slogan is to let a full-fledged customer leave with satisfaction, with the aim of improving the reputation of enterprises, influencing potential customers and winning more repeat customers.