I have a lot of ideas, customers complain every day, I don t know how to solve it, because

I'm just one, all the troubles are just because you don't have an effective way to solve the problem, just because you don't think about the problem from the customer's point of view, do you think if you are a customer and you buy a mobile phone for a month and it breaks down, will you think? If we want to solve this problem, we must grasp the customer's heart, solve it for him as soon as possible, and solve the main problem at the same time. That is the quality of the company's products.

This is accompanied by an increasing number of consumer complaints about goods or services. No matter how standardized, high-quality enterprises can not guarantee 100% guarantee that their goods or services are not delayed, which is the need to deal with customer complaints personnel to do the corresponding work, handling customer complaints can consolidate the customer relationship management of enterprises. So?

General merchandise.

1.Calm the customer's emotions and listen patiently.

Most customers are more emotional when they complain. Because they feel that they have spent money and are not being served accordingly, of course they are angry. So at this time, whether it is our fault or not, we must first listen quietly and patiently to the customer.

If necessary, you can also take out a pen and paper and write down their words, at least so that they can feel that you really want to help them solve their problems.

2.Take the initiative to admit mistakes and solve problems.

If it is true that the customer is dissatisfied with the defects in our products and the quality of service, we should take the initiative to admit the mistake and strive for the customer's understanding. First of all, taking the initiative to admit the mistake is the first step, and then the problem should be solved quickly on the basis of a clear commitment, without delay, and then the first time the problem will be solved The cost will be the lowest, and the customer will be more recognized.

3.Dig deeper.

It is necessary to first express the recognition of the customer's emotions, and only when the customer's emotions are vented, will he enter the stage to be solved. In the process of listening to his complaints, you can use some enlightening questions, such as "Why is this the case?" "Let him sort out his whining thoughts.

In the process of the customer telling the reason for his complaint, he will find that the problem is not entirely the merchant's, but also his own problems, so he will also have a reasonable side in his heart. In this way, when proposing a solution later, he will also consider whether the proposed plan is tenable and whether it will seem too much. For example, the compensation plan, or the replacement plan, or other plans, which are relatively reasonable and acceptable to us, then actively face and solve them positively, and leave a good impression on the other party.

However, if the other party is unreasonable, or unclear, and the other party does not know how to solve it, then we will directly give the other party several corresponding compensation plans and let the other party choose.

When communicating with such customers, we must move more such customers. You should also follow this kind of customer, do not have a big disagreement, and apologize to the customer in time when there is a problem, so as to avoid complaints.

Faced with this situation, you should change your attitude to be more gentle, and you should also ensure that your work is free of any loopholes and negligence, so that you can solve the problem.

In this case, you have to work harder, and you also need to have a strong sense of service when you are in contact with customers.

In this case, you need to communicate with the customer, and you also need to be polite when dealing with the customer.