How to answer customer complaint calls, what are the common phrases, and how to appease customers' excitement!

Many friends who work in customer service have a headache when answering complaint calls. It took a long time, and I was often scolded by angry customers, which made me feel very unhappy. However, in fact, complaint calls are not that difficult to handle. As long as you follow the following three steps, many complaints will be easily resolved. The three steps are:

1. Concentrate your attention

One advantage of concentrating your attention is that it can avoid fear. Many operators have a natural fear of complaint calls, fearing that they will be blamed by users or even complain again if they do not handle the calls properly. At this time, if you focus on the problems reported by users, you will not have time to think about other things. Practically every call requires concentration. But this is even more important when it comes to complaint calls. Because angry users tend to speak very quickly, mixed with more interjections and even curse words that have nothing to do with the topic. If you don't listen carefully at this time, you will not be able to understand the problems encountered by the users, leading to misunderstandings or omissions. This step is preparation for telephone communication. A well-trained operator should abandon distracting thoughts and focus on communicating with users the moment the phone rings. If you are still thinking about other things at this time, it is very easy to miss the problems reported by users. 2. Find out what the problem is

Find out what problem the user is encountering as soon as possible. Users are different from professional operators in that they often do not have much professional knowledge about products or services, so they encounter a variety of problems. The words spoken are full of personal color, more colloquial, and may not be the true situation of the matter. At this time, the operator needs to clarify the truth of the matter step by step through questioning. The following is a phone call recording from a communications company

User: Hey, why are you deducting money randomly?

(At this time, the operator needs to understand what the user means by "deducting money indiscriminately")

Customer service: Where did you find the money deducted indiscriminately?

(Some operators will directly block the user’s questions and say: We will not deduct money indiscriminately. This kind of statement is extremely dangerous and can easily add fuel to the fire, so the proper way is to According to the user) User: I recharged 100 yuan, but it shut down within two days. What happened to you?

(Now we know that the user is confused because the call charges are too fast. The operator can check the user's mobile phone usage record) Customer Service: Please wait a moment, I will check it for you.

(During the query process, don’t let the user wait. You can ask for relevant information while querying.) Customer Service: When did you recharge.

User: Last week.

Customer service: When did it stop?

User: This morning! Customer Service: What kind of calls did you make? Have you made any long distance calls or any information desks? These charges are relatively high.

User: I made a long distance call. Didn’t you say 3 cents a minute? Why did it snap up so fast? (At this time, the problem has gradually become clear. It is not a system deduction error, but a problem with the user's understanding of the fees)

Customer service: That's it, sir. When you make a long distance call, the cost per minute is divided into two parts. Part of it is the basic call fee, which is the local call fee. The other part is the long distance fee. You have to add up the two costs. User: Huh? Not 3 cents?

Customer service: No. How do you make long distance calls?

User: Just dial the area code and add his number.

Customer Service: Is there 17951 in front?

User: (stunned for a moment) No. (The problem is completely clear at this time. The user is not only unclear about the cost, but also does not know how to call the discount. At this time, all he needs to do is explain it patiently)

Customer service: Sir, this is it. If you want to make long distance calls in the future, you can add 17951 in front of it.

In this way, one minute per minute is 6 cents for local calls plus 3 cents for long-distance charges, and one minute is 9 cents.

(When it comes to the calculation method of charges, the operator should slow down the speaking speed so that the user can hear clearly) User: Oh, that’s right.

Customer Service: Yes. If you call directly now, it will cost you 6 cents plus 7 cents per minute, or 1 yuan and 3 cents per minute. So you thought it was 3 cents a minute and you played for a long time. User: So expensive!

(The user already knows that it is his or her problem at this time, and the operator can go to step 3. At this time, be sure to give the user a step down, and do not blame or laugh at the user) 3. Give handling suggestions

Customer service: If you use the method I told you to make long distance calls, you can save some money. Please remember to dial 17951 first, and then dial the other party's number. That's it.

User: Oh...

(The user does not fully understand at this time and is still thoughtful. The operator should strike while the iron is hot) Customer Service: Let's do this, sir, I will send it to you here. A text message with instructions for making long distance calls. Just do it. Okay?

User: Okay.

(The matter has been solved perfectly. You can hang up)

Customer service: Thank you for your call. If you have any questions in the future, please call us again. goodbye.

User: Goodbye. (Hang up) Operators need to understand the questions that users often confuse. Through a few questions, they can understand what the users mean. Judging from this example, it is actually the user who did not figure it out, but at the beginning it was said that the communication company was responsible. At this time, we need to understand the users. After all, users are not professionals and we need to tell them many things. If the complaint is not handled properly, the following situation will occur: User: Hey, why are you deducting money randomly?

Customer service: Sorry, we will not deduct money randomly.

(Instead of following what the user said, he was eager to clear up the relationship) User: Then why do I have less money?

Customer Service: You can go to our business hall to print the list.

(Further intensifying the conflict and misaligning with the user’s expectations) User: (angry) You obviously deducted the wrong money, why do you want me to check. Will you reimburse the round trip expenses? How to calculate the time spent? Customer Service: When did it stop?

User: This morning! It stopped without even a notification! Can you afford to compensate for delaying my business?

(Users start talking about their losses, and may request compensation in the next step) Customer Service: What kind of calls did you make? Have you made any long distance calls or any information desks? These charges are relatively high.

User: How can I remember so much? Let your leaders answer the phone!

(At this point it is already difficult to answer the phone. Because the previous processing did not consider the problem from the user's perspective. The operator's answer was very passive) As can be seen from this example, if the operator If you use a blunt method of "blocking" users' problems, it is easy for users to feel disgusted, which will lead to the escalation of complaints. Therefore, only by following the user's words and using questions to determine the problem encountered by the user as quickly as possible and provide a reasonable solution can the telephone complaint be handled correctly.