How to resolve disputes with customers, and how to deal with customer disputes?

1. Respond in a timely manner.

Customers who think that there is a problem with the product are generally more anxious, afraid that it will not be solved, and they will not be very happy. At this time, to respond quickly, the first thing to do is to apologize, if you have been very sincere in realizing your shortcomings, the customer is embarrassed to continue to be unrelenting. Then quickly write down his problem, inquire about the cause of the problem in time, and help the customer solve the problem in time.

Some problems cannot be solved immediately, but also tell the customer that we will solve it for you right away, and we will deal with it for you now.

2. Listen carefully and receive warmly.

When faced with a customer complaint, do not rush to defend it, but listen patiently to the problem, and then record the customer's username and the product purchased, so that we can remember the situation at that time. Analyze the problem with the customer, in order to find a targeted solution to the problem.

After the customer receives the thing, he comes to report that there is a problem, and he should treat it warmly, more enthusiastically than during the transaction, so that the buyer will think that you are a good seller and not that kind of hypocrisy. You can't be very enthusiastic at the beginning, and when you receive the money, you will ignore it, so that the buyer will be disappointed in you, even if the thing is good, the service is not good, they will not come again.

3. Agree with the customer's feelings and make comforts and explanations.

Customers complain about annoyance, disappointment, frustration, anger, and other emotions, and you shouldn't take these expressions as personal dissatisfaction. First of all, we have to think about the problem from the customer's point of view, and the customer will not be unreasonable. If she comes to reflect a problem, we must first think about what we will do and how to solve this problem if we encounter it.

So say to the customer, "I agree with you", "I think so too" so that the customer will feel that you are dealing with the problem for her, which will also increase the customer's trust in you.

4. Propose remedial measures in a timely manner.

For the customer's dissatisfaction, you should be able to propose a way to remedy it in time, and clearly tell the customer, so that the customer feels that you are thinking about him, making up for him, and you attach great importance to his feelings. A timely and effective remedy can often turn customer dissatisfaction into gratitude and satisfaction.

5. Notify customers and follow up in time.

What kind of remedial measures are taken for the customer, and where you are now, you should tell the customer about your work and the effort you have put into it. When customers find that there is a problem with the product, they are first worried about whether it can be solved, and secondly, they are worried about how long it will take to solve it, and when the customer finds that the remedy is timely and effective, and the merchant also attaches great importance to it, they will feel relieved.

6. Exceed expectations.

Don't make up for your mistakes and end up with a balanced client, but take advantage of this opportunity to turn a complaining customer into a loyal one. When the customer agreed on a treatment plan, he sincerely apologized in a way that exceeded the customer's expectations, and thanked him again for purchasing the company's products and our services. The key to success or failure in the service industry is repeat customers, so "good ending" is more important than "good beginning".

Hello. Please describe the process in detail.

The person concerned should be dissuaded immediately and let go. Then apologize to the guest, understand what happened to the quarrel, and listen to their opinion with an open mind. 2 5 Pay attention not to favor your colleagues or subordinates in front of guests, let alone defend them, so as not to have another dispute.

3 5 After listening to the guest's opinion, you should apologize to him again, ask him to go back to his room to rest, and explain that we will make further inquiries to the guest's grievances. 4 5 If it is understood that it is the customer's mistake or our mistake, we should politely explain or apologize to the customer. Whenever possible, guests have misunderstandings or opinions.

5 5 After the incident, the incident and the handling of the incident will be recorded in detail for future reference, and the leaders will be searched and reported in a consolidated manner, and corresponding measures will be taken to prevent similar things from happening.

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.

6. Exceed expectations.

5. Notify customers and follow up in time.

4. Sincerely apologize and propose remedial measures.

Customers complain about annoyance, despair, frustration, anger, and other emotions that you should not take as personal dissatisfaction. First of all, we have to think about the topic from the customer's point of view, and the customer will not be vexatious. If she comes to reflect on a topic, we must first think about what we would do and how to solve it if we encountered this topic.

3. Agree with the customer's emotional infection and make comforting and explaining.

When a customer complains that there is a problem with the product, don't be in a hurry to defend it, but listen patiently to the problem, and then write down the customer's username and the product purchased, so that we can recall the situation at that time. Analyze the problem with the customer, in order to find a solution to the problem in a targeted manner.

2. Listen to the warm reception.

Customers who think that there is a problem with the product will generally be more anxious, afraid that it will not be solved, and will not be very excited. At this time, it is necessary to respond quickly, write down his problem, inquire about the reason for the problem in time, and help the customer solve the problem in time. Some problems cannot be solved immediately, but also tell the customer that we will solve it for you right away, and we will deal with it for you now.

1. Quick response.

It is impossible for any seller to satisfy the buyer 100% and disputes may occur. Dealing with customer disputes is a remedy to listen to their grievances, constantly correct the seller's own mistakes, and maintain the seller's reputation. When used correctly, it can not only enhance and strengthen relationships with customers, but also boost sales.

First of all, we need to stabilize both parties, do not let the situation become serious, and quickly investigate the cause of the dispute to ensure the interests of customers.

How to deal with disputes between merchants and customers is related to the reputation of merchants and the trust of customers in merchants. If it is handled well, the customer still trusts the merchant, the merchant's reputation is intact, and the daily sales are normal; If it is not handled well, customers will have distrust in the merchant and question the credibility of the merchant, which will affect the merchant's sales. All in all, merchants must master two basic principles when dealing with various customer complaints and disputes:

First, the customer is always God, the customer's interests are supreme, and the merchant must always put the customer's interests first; Second, customers come to complain, we should not push back, to take seriously, customer complaints as an opportunity to improve management, from which to find the "shortcomings" in daily retail operations, and to correct. Only in this way can we earn the trust of our customers and improve the sales and business performance of our stores.

Deal with it calmly, reasonably, and responsibly. Safeguard the legitimate rights and interests of customers.