How to solve customer complaints? What should I do if I encounter a customer complaint?

1.Maintain a polite, friendly attitude.

It helps us to calm the anger of our customers and show our sincerity in serving them and solving problems.

2.Listen patiently.

It can help us understand the causes of customer dissatisfaction and encourage customers to express their feelings, so that customers can vent their frustrations, restore their mood and restore their calm, which is conducive to solving problems.

3.Show that you understand the customer's feelings and let the customer know that you will solve the problem, rather than dealing with his complaint in a resistant manner.

If necessary, apologize for the cause of the customer's dissatisfaction or the same thing, and thank the customer for notifying the problem. It may not be because of you, but it is your responsibility to handle or apologize on behalf of the company.

4.Understand customer needs, solicit customer requirements for problem solving, try to solve things from the customer's point of view, and at the same time take into account the interests of the company and find a safe solution.

5.Reach consensus and act now.

Explain to the customer the steps you will take, the time required, the effect, etc., so that the customer can understand your solution, and the solution you propose must also seek the customer's consent before it can be implemented. Otherwise, customer satisfaction will only be compromised.

6.If necessary, hand it over to the relevant personnel to deal with it and follow up the results in a timely manner.

At the same time, it is necessary to inform the superior to prevent the same problem from happening in the future.

Honesty and no deception, even if you find a department, it will not be your pot.

Look at the complaint to **, if you directly say to yourself or your leader that you want to complain, it means that he wants to vent his dissatisfaction, the solution is to listen first, let him vent, and then sincerely apologize, don't explain, find a way to make up for it, and put forward a specific and feasible solution, if the customer directly complains to the authority It is more tricky, indicating that he is extremely dissatisfied, and he can only provide evidence to prove his innocence.

Seek truth from facts, whose problems are responsible.

When facing customer complaints, as a corporate person, the most fearful thing is that the brand reputation will decline due to customer dissatisfaction, which will affect other customers to buy products or services. Therefore, when dealing with customer complaints, it is not only necessary to solve the problem for the customer, but also to avoid causing a bad impact on the reputation of the enterprise.

Stabilize customer sentiment.

When a customer initiates a complaint, it must be that he is dissatisfied with the product or service, so it is often accompanied by negative emotions. Then, when receiving customer complaints, the first thing we should do is to clearly record the problems raised by the customer and the demands of the other party, and after the customer explains the problem, it means that the customer can rest assured that if it is a product problem, it will be properly handled, such as return, exchange or door-to-door repair, etc.

Process as a workflow.

There are often more repetitive problems in customer complaints, and for those common complaints that have occurred, a relatively mature enterprise must have its own response measures for a long time, and customer service personnel only need to deal with them in accordance with the existing workflow. For example, if a customer complains that "the product is still unusable after installation according to the process", this may be a problem with the product itself, or it may be a mistake in the customer's installation steps. If the problem complained about by the customer is not common, you can record it and inform the customer that the professional in the field will communicate with them again.

Report to superiors.

If the customer asks for compensation and is not sure whether such a claim is reasonable, you can explain to the customer that your handling authority is limited, and the relevant problem has been reported to the superior, and you may not be able to give a solution immediately, but you will actively follow up in the follow-up, and you will feedback to the customer in time if there is a situation. Of course, in the process of reporting problems to superiors, the basic guidelines of "restoring customer complaints and demands" should be followed, so as to avoid adding subjective factors, resulting in information deviations, and then causing customers to be more dissatisfied.

Follow up on the follow-up.

When dealing with customer complaints, if other staff members are involved in the process, such as superiors or technicians, it does not mean that you can leave it alone. As the first party to communicate directly with customers, before the customer completely solves the problem, you should follow up and keep in touch with the relevant staff to keep up with the latest progress, so as to ensure that the customer's problem is really solved and avoid omissions and delays.

To sum up, in the face of customer complaints, if you want to properly solve the problem, you must first stabilize the customer's emotions, and then follow the scientific and reasonable process for routine processing, if you encounter a situation that is difficult to judge, you must report to the superior, and at the same time do not forget to follow up the follow-up.