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Anonymous users2024-02-12Find out what they are complaining about.
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Anonymous users2024-02-111. Let customers vent.
You know, a customer's anger is like an inflated balloon, when you vent on a customer in a cake shop, he won't be angry. After all, the customer's original intention is to express his feelings and solve his problems.
When customers vent, the best way to do this is to keep your mouth shut and listen carefully. Listen carefully to the customer's words and clearly judge the problems encountered by the customer.
2. Apologize fully and let the customer know that you have understood his problem. How do we solve the problem without letting it spread, and you have to be good at summarizing the customer's complaint and understanding the actual situation at the time.
You also need to figure out what exactly the customer wants. If a customer tells you that there is a typo in the cake, I will cancel the purchase of the cake in your store. What is the effect he is trying to achieve? It should be the first to buy the cake at a discount or exchange it for equivalent goods.
3. Propose solutions.
Solving customer problems is what we do. Think about it, what do the average hotelier do when you wait for a long time in a hotel? It could be a plate of side dishes or a pastry.
4.Discounts are given for cakes with typos. or processing.
Free gifts, including gifts, merchandise or others.
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Anonymous users2024-02-101. Normal mentality.
For customer complaints to have a normal mentality, customers often complain with emotions or more impulsive, as an employee of the enterprise should be considerate of the customer's mood, with a normal heart to treat the customer's excesses, do not bring personal emotional changes to the handling of complaints.
2. Keep smiling.
As the saying goes,"Reach out and don't hit the smiley person"The sincere smile of the staff can solve the bad mood of the customer, and the customer who is full of resentment will unconsciously reduce the grievance in the face of the warm smile like the spring breeze, and cooperate with the company to achieve satisfactory results for both parties.
3. Think from the customer's point of view.
When dealing with customer complaints, we should put ourselves in the customer's shoes"What would you do if you were faced with a customer? "In this way, we can experience the real feelings of customers and find effective ways to solve the hail problem.
4. Be a good listener.
Most of the time, complaining customers need loyal listeners, and chattering explanations will only make the customer's mood worse. In the face of customer complaints, employees should master the listening'Techniques to find out the real reason for the customer's complaint and the customer's desired result from the customer's complaint.
5. Actively use non-verbal communication.
When listening to customer complaints, actively use non-verbal communication to promote understanding of customers. For example, pay attention to the customer with your eyes so that he feels valued; As he spoke, he nodded his head from time to time to express affirmation and support. These encourage customers to express their authentic intentions and make them feel valued.
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Anonymous users2024-02-09.At this time, it is only suitable for the noisy hall to apologize, cooperate with the action, there is a place to sit in the circle and ask the customer to sit first (pour the tomato hidden glass of water), and deal with the problem immediately, if the customer is in a hurry, you can't wait for a long time, it is recommended to refund and send the customer a small cake.
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Anonymous users2024-02-08Finally, take the initiative to admit your mistakes and apologize, the fact is that you did wrong, if the average customer skater will basically forgive, don't do anything wrong, but also quibble, push the letter to accompany the suspicion, it will not be good.
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Anonymous users2024-02-07Accept the complaint calmly, and grasp the point of the complaint while clearly understanding what the customer is asking for 2Carefully investigate the cause and grasp the psychology of the customer3Take appropriate emergency measures:
In order not to make the same mistake happen again, contingency measures should be taken categorically4Resolve grievances: Sincerely apologize to the customer and find a solution to the customer's satisfaction.
Hope mine can help you!
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