First, change the negotiation time.
When handling complaints from difficult customers, if the complaint handler must ask the leader first before negotiation, he should ask the customer to understand and change the negotiation time. Because of the different characters, time and occasions, customers will have different performances, thus easing the atmosphere and eliminating the dissatisfaction of difficult customers. The exhibition hall is a place for sales, not for handling customer complaints. Don't argue with customers in the exhibition hall about sales complaints. Be sure to pull customers into a special office, light a cigarette and pour tea, sit down and talk slowly, and talk about a lot of knowledge all the time.
Second, seek help from others in time.
If the complaining customer becomes uncontrollable or threatens to use violence, the complaint handler should seek help: please tell the customer solemnly? I'd like to ask the supervisor/boss to talk to you directly? After getting permission, exchange conversation objects. This is also a step for customers. Sometimes customers complain, perhaps to express a feeling of being valued. Sometimes customers vent a few complaints to your boss, and perhaps most of them have been eliminated. It is necessary to learn how to make big moves properly. Of course, you have to distinguish clearly, and don't give very easy customer complaints to your boss, then you can find a cigarette.
Repeat what you can politely.
When a difficult customer insists on unreasonable demands, you should tell him what you can do, not what you can't do! Keep repeating this. When a difficult customer insists on his request, and this request is impossible to meet, then this customer will always make such a request. It's easy to turn customers against each other at this time. So, at this moment, you should try to avoid customers' explosive complaints. How? Repeat politely.
If the customer insists on his unreasonable demands, don't tell him:? No way! No way! ? Or? Stop dreaming! ? Wait, don't refuse directly, but tell him clearly what you can do, repeat this point, stick to the principle politely, and let the customer know where your bottom line is. If the customer gives up, the complaint handling is over; If the customer still doesn't give up, it may involve your superior supervisor to solve it.
Fourth, be a problem solver.
When a difficult customer complains, you should be a problem solver, not a person. In other words, you should learn to be a practical and problem-solving person. In the face of difficult customers, complaint handlers should always remind themselves that my job is to solve problems and solve problems when handling complaints. If you solve the problem, the complaint will naturally be solved, because the difference of the problem is the root of the customer complaint.
Five, solicit the opinions of the other party
The purpose of soliciting opinions is to make customers feel respected and valued, and the purpose is to understand customers. Sometimes, enterprises or salespeople are helpless in the face of customer complaints. Because they haven't learned the skills to solve customer complaints, customers are more unreasonable and angry, making things worse.
Sixth, let customers talk and give them a chance to vent.
When a customer complains in a rage with questions, don't interrupt him, don't explain at will or jump to conclusions immediately. Letting customers talk can eliminate their anger and relax their emotions, just like deflating an inflated balloon. At this time, the most important thing is to let customers calm their anger first. At the same time, when the customer speaks, nod, smile or frown appropriately to show that you have been listening, and carefully record the main points of customer complaints.
When customers vent their emotions, you should ask as many open-ended questions as possible, so that customers can talk more, for example, how about it? What time? Who is it? Why wait? When necessary, we should immediately clarify our doubts, but don't ask judgmental questions and avoid asking complaining customers in a distrustful tone, such as? Are you sure this is really the case? I'm afraid it's not the root cause of your complaint or anything.
Seven. Show sympathy and understanding for customers who complain.
When dealing with customers' complaints, put your feelings into it, which means that you can feel customers' feelings, but it doesn't mean that you agree with customers' views. A desirable skill is to agree that complaining about customers does not mean condemning or violating your company's policies and objectives. You can say:? I couldn't agree more? Or? You may be right? . You can usually agree with the facts, some unquestionable principles and the complainant's right to stick to his own opinions. If the customer's complaint hasn't subsided, don't argue with him about some facts or question the reason and logic of his argument.
You can try to express sympathy and understanding for customers with the following phrases: Unfortunately, I'm sorry that this happened. ?
? You're right, no one wants this to happen. I'm sorry we let you down. ?
? I know why you are so angry. I can imagine how much trouble you are in. I totally understand how you feel now. ?
Predict the demand for customer complaints.
When solving customer complaints, if the customer is emotional and angry, the first thing to do is to correctly predict the customer's needs (information needs, environmental needs, emotional needs), especially the customer's needs to vent their emotions. Be mentally prepared, especially when you are scolded.
1. Information requirements. How to forecast information demand? Usually, customers' complaints are caused by enterprise service failures or product problems. We need to help customers quickly judge the cause of the problem, which is the information demand of customers.
2. Environmental needs. Complaints about customers are usually emotional and need your attention and respect. If you don't take him seriously or even show disdain, he will be more angry. At this time, it is necessary to invite customers to the reception room to avoid customers talking loudly in front of many people and affecting other customers. You should invite customers to sit down and talk slowly in the house, pour them a glass of water to stabilize their mood, and never confront them, which will only make things worse.
Nine, sincerely apologize to the customers who complained.
What should I do if I can't meet the customer's psychological needs after predicting the customer's needs? By apologizing. Because when customers complain, first of all, someone needs to stand up and be responsible for this matter. If you can sincerely apologize at the beginning when solving the complaint, then the psychological needs of customers can be met.
If there is a mistake, whether you made it or not, you should sincerely apologize to the customer on behalf of the company. Don't try to pass the buck or blame others. Remember, the customer just wants to solve the problem. Even if it's not your company's fault, you can apologize, because an apology is a powerful weapon to calm the dissatisfaction of customers who complain. In this case, you can apologize but don't have to admit that your company is at fault, such as? We are deeply sorry that this incident made you dissatisfied with us. ? At the same time, thank customers for their complaints, because they are reminding us of neglected problems.
Ten, cleverly answer customers and find solutions that satisfy customers.
Sometimes, all you need to do is listen, sympathize and apologize sincerely, and you can calm customers' emotions. Sometimes, they ask for more, for example, replacement of products, rework or refund. For customer complaints, if you can solve the problem on the spot, never put it off until tomorrow. If you can't solve it on the spot, you should also answer the customer in a reasonable way.
1. Answer immediately. For those complaints with sufficient information, we can judge with confidence and have enough power to take action, and the complaint handler should reply to the customer as soon as possible.
2. Deferred reply. For those complaints whose information needs further investigation or verification, or those with insufficient authority to take action, the complaint handler should tell the customer the time limit for delaying the reply and how to inform them of the progress in time.
3. Forward the reply. Complaints that are not within your jurisdiction need to be referred to designated professionals or institutions for reply. When you transfer a complaint, you must ensure that the complaint is transferred to the right person or organization, and briefly describe all relevant information to these people or organizations, and hand over relevant materials, and then let the complaining customer contact these people.
Expert guidance
When solving customer complaints, we generally agree with the requirements of customer complaint handlers: Attitude first, skill second? . Complaint handlers should not only be proficient in business knowledge, psychology and related laws and regulations, but also master communication skills, and be sympathetic, anxious and thinking of customers.