Chapter 41 Chapter 9 Complaint Handling: Doing According to Customer's Requirements

How to deal with customer complaints and complaints is a very important part of sales work. Customers make complaints or complaints, indicating that customers are not satisfied with the work in sales, and the most difficult part of after-sales service work is to deal with such things.However, if you can handle customer complaints and complaints well, you will get good results.Complaints and complaints from customers show that they still have expectations for this business and hope to improve service levels. Their complaints and complaints are actually opportunities for companies to improve sales and customer satisfaction.Customers who make complaints and complain about their problems are satisfactorily resolved, and their loyalty is much higher than that of customers who never have problems.Complaints and complaints from customers are not terrible, what is terrible is that complaints cannot be effectively resolved, which will eventually lead to the loss of customers.

The process of dealing with problems is the most critical. Dealing with customer complaints and complaints is a complicated job, especially the support of experience and skills is required. It is by no means an easy task to handle such things properly. So, how can we handle customers' complaints well? What about complaints and complaints? In actual handling, listen to customers' complaints patiently, don't interrupt customers' narration easily, and don't criticize customers' deficiencies, but encourage customers to talk and let them vent their dissatisfaction.When you have patiently listened to the customers' complaints and complaints, and when they are satisfied with venting, they will be able to listen to explanations and apologies more naturally.

Customer complaints or complaints means that customers are not satisfied with the products and services.Therefore, if the attitude is unfriendly during the process, it will make the customer feel bad and the relationship with the customer will deteriorate.Conversely, if the after-sales service personnel are sincere, polite and enthusiastic, it will reduce the resistance of customers. The action of handling complaints and complaints should be fast. First, it can make customers feel respected. Second, it can show the sincerity of solving problems. Third, it can prevent customers’ “negative pollution” from causing greater damage to business development. Losses are minimized.Generally, when receiving complaints or complaints from customers, we call or fax the customers to find out the specific content, and then negotiate a solution internally, preferably replying to the customers on the same day.

Customers are dissatisfied with products and services, and may speak aggressively. If the after-sales service personnel confront them, it will inevitably deteriorate the relationship between them.In the process of explaining the problem, you must pay great attention to the wording, be reasonable, decent and generous, do not say words that hurt people's self-esteem, and try to use euphemistic language to communicate with customers.Even if there is something wrong with the customer, don't be impulsive. Customers complain or complain, to a large extent, because their interests have been damaged after using the product.Therefore, after customers complain or complain, they often hope to get compensation. This compensation may be material (replacement of products, returns or gifts, etc.) or spiritual (apology, etc.).When compensating, if customers get extra gains, they will understand the sincerity of after-sales service personnel and rebuild their confidence in the company.

Customers hope that their problems will be taken seriously after making complaints and complaints, and the level of personnel who often deal with these problems will affect the emotions of customers.If high-level leaders can handle or intervene in person, they will resolve many grievances and dissatisfaction of customers, so as to cooperate with after-sales service personnel to deal with problems.Therefore, when dealing with complaints and complaints, if conditions permit, the level of after-sales service personnel who deal with problems should be raised as much as possible. In the after-sales service, many companies deal with customer complaints and complaints by comforting, apologizing, compensating products, giving small gifts, etc. In fact, there are many ways to solve problems.In addition to the above-mentioned means, customers can also be invited to visit the product production process, or invite them to participate in internal seminars, or give them rewards, etc.

During a purchase, a customer of a furniture factory complained to the salesperson that because the sofa is relatively large and the door of the warehouse is small, it is inconvenient to move in and out, and it often leaves scratches on the sofa. If the sofa can be Disassembly, there is no such problem.Two months later, the detachable sofa was shipped to the customer's warehouse, which not only saves inventory space, but also brings convenience to customers. This idea was obtained from the complaints of customers. In fact, there are not many customers who can directly complain to the sales staff.Most unsatisfied customers just walk away quietly and tell everyone they know not to do business with you!Therefore, when a customer complains, don't feel troubled, and treat customer complaints as an excellent opportunity to retain business.Here are a few ways to handle customer complaints that can turn a disadvantage into an advantage.

Allow customers to vent their emotions and encourage them to voice their grievances. Never get into an argument with a client. Never use challenging language like "what you said is not a problem" with a customer. Exchange comments with customers as politely as possible. Don't make excuses, be responsible. Take immediate remedial action.To ensure that the solution to the problem is provided to the customer, delay will only make the situation worse. Giving front-line employees enough power to give them the flexibility to resolve complaints.Give employees enough space to bend the rules at critical moments, or make sure that management with the authority to handle customer complaints is on hand at all times.

Remember, when customers complain, you must listen carefully and play the role of the audience. If necessary, you must record the customer's requirements, so that customers feel that they are valued and their opinions are valued.Of course, just listening is not enough. We should also promptly investigate whether the customer's feedback is true, and quickly feedback the solution and results to the customer and ask them for supervision. In the process of handling customer complaints, salespeople must not shirk their responsibilities, let alone teach customers and argue with them.In the initial stage of customer complaints, if the salesperson can skillfully use the art of language to ease the complaints, they can quell the complaints in the bud.

In the early stage of complaints, customers are often filled with righteous indignation and emotions, so that they speak violently, even with abusive language.In this case, the salesperson must first calmly listen to all the grievances of the customer, fully understand the reasons for their dissatisfaction, and then sincerely apologize to the customer, using words such as "very sorry" and "really sorry" to calm the customer Emotions.When the customer's mood is more stable, then discuss the complaint, and the problem will be easily solved. When complaining customers make loud noises in some store-type sales places, it will directly destroy the sales atmosphere and affect the shopping mood of other customers.Some customers will say a lot of words that are not conducive to the image of the store when they are emotional, such as "Why does your company sell so many fake and shoddy products", "Why is your store so dishonest", etc., and even say to other customers: Don't buy anything here, it's all a scam!" and so on, the impact on the store will be extremely bad.

In this case, the salesperson should try to invite the customer to another occasion to talk, the specific methods are: You can say to the customer: "Look, it's inconvenient to talk standing up, please sit down and talk in the VIP room, okay?" ?” Guide the customer to the reception room (office) to sit down. It is best to make a cup of tea or pour a glass of juice to entertain the customer, and let the customer ease his emotions: "Drink some tea first, and talk slowly." When the customer arrives at the reception room, and the mood is still not calm, the salesperson can say to the customer: "We are investigating the cause of the incident, please take a rest first." Or say: "The person in charge will come right away, please wait a moment. "Then close the door and leave the client alone to calm his over-excited emotions.

For those customers who are loud and noisy, if they suddenly stay away from the scene of the quarrel and stay alone in the empty reception room, their spirit will suddenly relax. calm down. If he is a client with strong self-reflection ability, he may even secretly regret the excitement just now.Although this is a good way to solve the problem, we must pay attention to the appropriate time for the customer to wait alone: ​​if the time is too short, the customer's emotions have not completely eased down, and it is easy to get angry again; If people pay attention to him, he may be even more angry.Therefore, it is generally advisable to let customers wait for two or three minutes. If the customer complains that the product is damaged due to improper use, it should be blamed to a certain extent on the fact that the salesperson did not explain clearly when selling.Therefore, when dealing with such complaints, the salesperson should sincerely apologize to the customer, and frankly admit that he has caused losses and troubles to the other party due to his poor explanation. Customers spent money, but found that the products they bought back had quality problems, so they came angrily and asked for a return or exchange.At this time, the salesperson should try to meet the customer's wishes and needs.When going through the procedure of returning and exchanging goods, I said: "I'm really sorry, I made you make an extra trip." "I have caused you trouble, and to express my apology, I will wrap this bottle of perfume for you in wrapping paper." When explaining or explaining to customers, you should grasp the following two points: First, the tone of speech should be tactful, so as not to embarrass customers. Second, you can't keep emphasizing that you are right.Most people don't like to admit that they have misunderstood others. Therefore, when the salesperson explains, he will definitely be resisted by the customer on the surface.They are likely to justify themselves and cover up their mistakes with words such as "I can't possibly wrong you" or "I'm never so confused as to understand something so simple." In this case, the salesperson should not repeatedly emphasize that he is right, but should sincerely tell the customer that you just want to eliminate his doubts and dissatisfaction, so that the other party will be more likely to accept your explanation. Those customers who complain are like a pile of dry wood, any spark will ignite a full of anger.If in the communication process, the salesperson in charge of mediation speaks carelessly and uses inappropriate language, it is easy to make the customer even more angry and intensify the conflict.Therefore, it is best to avoid the following words in communication: This phrase is most likely to be said by a salesperson when a customer asks a salesperson without understanding the characteristics of the product or how to use it.This sentence is very likely to arouse customers' resentment, because this sentence contains obvious ridicule. When the salesperson says this, it usually makes the customer feel that the salesperson is looking down on him, thinking that he can't afford high-end products and only deserves cheap ones, so it will hurt the customer's self-esteem. Generally, merchants are full of confidence in their products or services. Therefore, when customers complain, salespeople often use this sentence to answer. In fact, when the salesperson said this sentence, the customer had already suffered serious psychological harm, because this sentence indicated that the store did not believe the customer's statement and suspected that they were lying, so it would inevitably arouse great disgust from the customer. Although the product is produced by the manufacturer, since the product is sold in the hands of the salesperson, the salesperson should have an understanding of the quality and characteristics of the product itself.Therefore, using this sentence to prevaricate and perfuse customers shows that the salesperson is irresponsible and does not speak credibility. When the customer asks a question, if the salesperson's question and answer is "don't know" or "unclear", then it will leave an irresponsible impression on the customer, thus intensifying the conflict between the two parties.Therefore, as a conscientious salesperson, you must make every effort to answer customers' questions. Even if you really don't know, you must ask professionals to answer. The word "absolutely" does not exist in the market, no matter whether the salesperson said it or not, this challenging word should not be used, so as not to arouse customers' rebellious psychology. Negative words such as "no", "no way" and "no way" indicate that customers' hopes and requirements cannot be met, so they should be avoided as much as possible. "I'm sorry, this is the company's regulations." There are quite a few salespeople who respond to customer complaints in this way.In fact, the company's regulations are usually formulated to improve the work efficiency of sales staff. The purpose of formulating corresponding regulations and systems is to better serve customers, not to supervise customers' behavior and restrict customers' freedom.Therefore, even if the customer violates the so-called regulations without knowing it, the salesperson cannot use this as a shield to blame the customer. This ambiguous statement usually leads to more trouble.Because for customers who are eager to solve the problem, this kind of irresponsible statement will only make them feel more disappointed. This is an extremely irresponsible statement. When the customer's request or question takes some time to solve, the best answer is: "I will help you in 3 days" "I will contact you before a certain day." Giving the customer a clear answer means that on the one hand, the salesperson has the confidence to help the customer solve the problem, and on the other hand, the customer will not feel fooled. The above are the "forbidden words" that should be avoided when solving customer complaints, because these words are likely to cause harm to customers intentionally or unintentionally, and escalate complaints. Therefore, sales staff should try to avoid using them when facing customer complaints.