How to deal with customer disputes? How to deal with the resolution of customer disputes?

Customer disputes can be handled in the following manner.

1. Listen to customer complaints in detail. When a customer complains, supermarket staff should first listen carefully to the customer's complaint and let him finish everything he wants to say, which is the most basic attitude. He is likely to be irrational when he complains.

We should understand the emotions of our customers and must not conflict with them.

2. Apologize to the customer and find out why. After listening to the customer's complaint, you should immediately apologize to the customer sincerely to calm the customer's dissatisfaction and judge and analyze the cause of the incident. Some customers are more sensitive, in this case, do not point out his mistakes too directly, but should explain to him tactfully and patiently to obtain the customer's understanding.

3. Propose solutions to problems and act as quickly as possible. After listening to the customer's complaints, apologizing to the customer, and explaining the cause of the problem, it is time to propose a reasonable solution to the problem. When proposing solutions, we will try to meet the customer's request from the customer's point of view.

Basically everyone will encounter disputes, and as long as the order volume reaches a certain level, disputes and bad reviews are inevitable. A store that always strives for perfection and wants to maintain 100% reviews. Several unreasonable bad reviews in a row are mixed with disputes, some disputes are for a reason, and some bad reviews are really inexplicable.

2- Logistics speed is the culprit that leads to a decrease in customer satisfaction.

3- Lack of communication can turn dissatisfaction into disputes or bad reviews.

4- The product quality is not good, and the packaging is damaged.

5- During transportation, the product is broken.

Understanding why our guests don't rate us well, so it's not hard to solve.

First of all, don't blindly beautify the product and **. If there are deficiencies and deficiencies, they should be reflected in **. The product description is concise and to the point.

Some of the bad reviews received one after another were because the guests didn't notice the size, and as a result, they felt small when they arrived. Without any communication, it was directly bad.

When we meet such a customer, we first communicate with us via email and ask for a revised review. Some guests are good to talk and directly modify if some guests do not respond. So that after a week there is another opportunity to give them a benefit, saying that they changed the evaluation and countered $3, or give a discount of 5 next time, and then continue to say good things; Leave him a message in the station every day and move them with "sincerity".

Secondly, regarding the speed of logistics, everyone clearly knows that the goods that are sent out are like water that has been spilled. We can't control it, but if they're in a hurry, guests will still come to us, just like we do on **. The problem will eventually be transferred to the seller and vented to them, although we also know that they are helpless.

There are 2 things we can do better. The first is to indicate the approximate arrival time of various shipping methods in various countries and regions in the form of ** at the time of product release, so that the seller has a clear understanding, and the second is to inform the guest in time of the tracking information and estimated arrival time after delivery. When the above two points are reached, the customer will understand when the logistics delay is very small.

Third, timely communication, first of all, active communication, reminder after delivery is the first point, then passive communication, should respond to the guest's information in a timely manner, and finally every Saturday to make a summary and take a few hours to follow up the outbound goods, there are abnormal records and timely notification of customers, so as to avoid disputes.

Finally, many products are relatively susceptible to damage, so we usually provide spare parts. In many cases, there are more damages than spare parts. What are we going to do?

In this way, the customer will definitely not give up the dispute. For such problems, we must first admit that it is our fault, and secondly, we must ask the guest how to solve the problem, and then it is time to improvise.

Legal analysis: master the communication skills with customers when dealing with customer complaints; Master the methods and steps of dealing with customer complaints and fundamentally solving customer complaints; the concept of customer complaints; similarities and differences between customer feedback and customer complaints; Understand the real needs of different internal customers; Give examples of communication skills for several types of customers. Detailed steps and methods for dealing with customer complaints:

Establishment of the customer complaint handling team and internal team discussions; short-term and long-term preventive measures to deal with such customer complaints; education and training; Effect maintenance and standardization.

Legal basis: Article 1010 of the Civil Code of the People's Republic of China: Where sexual harassment is carried out against the will of others by means such as words, writing, images, or physical conduct, the victim has the right to request that the perpetrator bear civil liability in accordance with law. State organs, enterprises, schools, and other such units shall employ reasonable measures such as prevention, acceptance of complaints, and investigation and disposition, to prevent and stop the use of authority, subordination, and so forth to carry out sexual harassment.