How to face customer complaints correctly? 100 word "Yi Yan" for handling customer complaints

Principles of handling complaints in Yi Yan

First of all, master the specific rules and principles formulated by the headquarters, and be flexible and calm without violating the principles.

Methods and procedures of handling customer complaints in Yi Yan

1, care about the problems encountered by customers and admit the facts of customer complaints. If possible, when handling complaints, let customers talk to the receptionist alone, so as not to affect other customers, so as to show respect for customers and attach importance to the problem.

2. Communicate feelings with customers, look at the problem from the customer's point of view, and understand the customer's mood and situation. Express sympathy and greetings to customers.

3. Pay attention to complaints. Pay attention to customers' complaints and don't change the subject. If you are at work, you must stop what you are doing, focus on the complaint, and don't care about other aspects of the customer.

4. Thank customers for their criticism and suggestions. After understanding the situation of customer complaints, thank customers for their opinions. If possible, propose alternatives, don't promise the impossible, and don't exceed your responsibilities.

5. Decide the approximate time to take action and try to compensate the customer's complaints. Tell customers when to take corrective measures, and the time should be specific, but don't underestimate the time needed to solve the problem.

6. Implement supervision and check the specific measures to compensate customer complaints. After taking action, keep in touch with customers, understand customers' reaction to complaints, and report the whole complaint time, measures and results to relevant parties completely, so as to continuously improve services.

Matters needing attention in handling complaints from Yi Yan

1, don't complain about anyone negatively, but treat customers' complaints negatively.

2, don't suppress customers, this will make some customers want to solve the problem can't express, but in the end the contradiction intensified.

Don't treat customer complaints as personal problems, but as personal accusations.

Don't blame subordinates and colleagues in other departments. It is most important to know which department can solve the problem. If you blame subordinates or other departments, especially in front of customers, it will have a bad influence on the enterprise.

5, don't blame customers, quarrel with them, the important thing is how to solve the problem to satisfy customers.

6. When a customer complains about his difficulties, you should solve the difficulties, don't let other customers encounter the same troubles, and meet his requirements before the customer leaves.

7. Providing quality service to customers has the same value as handling customer complaints, and both of them can win the future tourism market.

Yi Yan should deal with this situation.

The objective reasons for customers' complaints refer to their own bad mood, or some impatient customers have disputes because of their rude remarks, or some customers can't calm down because of excessive drinking, and so on.

Yi Yan's handling of complaints

1. Listen to the complainant sincerely and patiently, express sympathy sincerely, and strive for emotional consistency with the complainant.

2. Establish the concept of "the customer is always right", coordinate the complaints in good faith, give some compensation in spirit and material, and let the complainants have a balanced mentality.

When dealing with things, try to give customers a quick reply, and don't ignore it, thus complicating things.

Handling customer complaints in Yi Yan 100 words

First of all, empathy

1) I can understand;

2) I understand how you feel;

3) I understand why you are angry, and I would feel the same way if I were you;

4) Please don't worry, I understand your feelings very well, and we will try our best to solve it for you;

5) If I have so much trouble with you, it will be your mood now;

6) It's inconvenient for you to have such a thing happen, but we should face it positively, right? ;

7) Yes, if I encounter so much trouble from you, I will feel very wronged;

8) I understand your feelings very well, please rest assured that we will definitely find out and give you a satisfactory answer;

9) I really understand, please rest assured that we will definitely check it out and give you a reply;

10) "I can hear that you are in a hurry" "I feel that you are a little worried" "I can understand that you are angry. Let me give you some other advice. What do you think? " "I can feel your disappointment, what I can help you is ..." "I can feel that the situation and business of XXX have brought you unnecessary trouble;

1 1) "If it were me, I would be very anxious ..." "I feel the same way with you ..." "It's very irritating ...";

12) Hello, I'm very sorry to have caused you so much trouble. If I were you, I would be very angry, too Would you please calm down and give me a few minutes to tell you the reason?

13) You are right, and I feel the same way;

14) We are very sorry for the inconvenience, and we feel the same as you.

15) I can understand your feelings, and I'll deal with it for you right away;

16) "Miss, I really understand you ...;

17) Yes, if I am in trouble like you, I believe I will feel the same way.

Second, be taken seriously.

18) Sir, you have been our customer for * * years;

19) You are an old customer who has supported us for a long time;

You are so familiar with our business that you must be our old customer. Sorry, we made such a mistake. I'm really sorry.

2 1) sir/madam, I'm sorry that the previous service made you feel bad. Our store attaches great importance to customers' opinions, and we will reflect your opinions to relevant departments for improvement as soon as possible.

Third, replace "you" with "I"

You're confusing me. I don't quite understand. Can you repeat your question?

23) You are mistaken-(because) I think there may be a misunderstanding in our communication;

24) I have made it very clear-maybe I didn't explain it clearly, which made you misunderstand;

25) Do you understand? Do you understand my explanation? ;

26) Ah, what did you say? Sorry, I didn't catch that. Would you please say that again? ;

27) Do you need-(on the contrary) I suggest ... Do you think it is possible ...;

Fourth, speak from the customer's point of view.

28) This is mainly to protect your interests;

29) If someone can help you with such an important business, it is very insecure for your interests;

I know you will understand. This is to ensure the rights and interests of loyal customers, who are as important to our store as you;

5. What is the sweetest mouth?

3 1) Thank you;

32) Thank you very much for your good suggestion, and we will reflect it upward, because with your suggestion, we will make continuous progress;

33) Thank you for your understanding and support (when customers are dissatisfied but don't pursue them), we will constantly improve our service to satisfy you;

Sir, you are an old customer of ours. Of course, we can't betray your trust.

As a matter of fact, we are very sorry for this trouble. We will record what you said and feed it back to the relevant departments, and we will try our best to avoid the recurrence of the problem ...;

36) Thank you very much for providing us with this information, which will make our service better;

37) Feel free to use it after you solve this problem! ;

Thank you for your support of our work. I hope you will continue to support us in the future! ;

39) Thank you for your service supervision, which will make us do better;

40) Thank you for your support to our store. Your feedback will be an important reference for the future improvement of our store.

4 1) Thank you for your feedback. We will strengthen job training, and you are welcome to supervise our work at any time.

42) Thank you for your feedback. This problem has always been a problem that our store attaches great importance to. At present, we have provided other channels besides XX. I hope you can give us better suggestions.

43) In view of the situation you just reflected, our store will continue to improve, hoping to bring you better service after improvement;

44) I'm really sorry for causing you such doubts and making you angry;

45) Thank you very much for your concern and support, and we will improve it as soon as possible;

46) Your suggestion is very good, I agree;

Thank you very much for your valuable advice. It is an honor for our store to have customers like you.

Sixth, the art of rejection.

Miss, I can understand your idea very well, but I'm sorry that we can't meet your specific requirements for the time being. I'll report your situation to the relevant departments first, and then contact you after verification, okay? ;

What you said is very reasonable. If we can help you, we will do our best. Please forgive us if we can't help you.

50) Although we can't deal with or solve this matter at present, what I can do is ...;

5 1) Thank you for your support! Please pay attention to future preferential activities;

Thank you, sir/madam, for your interest in XX activities of our company. At present, we haven't received the latest notice ... or consult us later.

Thank you very much for your attention. Not implemented for the time being. Please pay attention later.

54) Thank you very much for your feedback, Sir/Madam. We will try our best to improve this problem and hope that you will continue to support and supervise our work. Thank you! ;

55) * Miss, I can understand your feelings, so how do you want us to help you solve it?

56) * Sir, you are our customer and try to satisfy you. This is our job requirement. I'm sorry, what you said is really reasonable. If we can help you, we will do our best. Please forgive us if we can't help you.

Seven, shorten the call

57) Hello, in order to facilitate your understanding (memory), I will send you the content by SMS (email), please pay attention to the inquiry;

58) Because there are many contents involved, I will email you the details, OK?

Eight, how to make customers "wait"

59) Sorry for the delay of your time;

60) "Remind me before waiting:" Please wait a moment, sir/madam, and I'll check for you right away ";

6 1) Waiting for the call to resume: "Thank you for waiting, sir/madam. I found …/Now the result is … ";

62) Please wait a moment, it will be ready soon;

63) Because it takes some time to query the data, I'm sorry to delay (you) a little time;

64) Thank you for your patience;

Nine, record content

65) Is it convenient for you to provide specific information (detailed address, time, phenomenon, etc.). )? We will give you the records so that we can inquire and handle them as soon as possible. Thank you for your cooperation! ;

66) Thank you for your valuable comments, and we will record them to the relevant departments! ;

I really hope I can help you. In view of this matter, someone in our store will help you deal with it as soon as possible. Please rest assured ...;

Hello, sir! * * Now it is in the popularization stage. It is because of your use that we know the shortcomings of the new activities. Thank you very much for your timely feedback on this deficiency.

69) This may be the mistake of our staff, and we will give you feedback immediately. Please rest assured that we will give you a satisfactory result!

I agree to your proposal, sir/madam. I'll write it down and hope it can be implemented as soon as possible. Please pay attention! Thank you very much for your valuable advice;

7 1) Sorry for the inconvenience. Just a moment, please, and we'll test it right away, okay? If there is a fault, explain to the customer: "Thank you for reporting this situation to us, and we will report the fault immediately. Would you please try again later?

I'm sorry for the inconvenience. There must be something wrong with this situation. Don't worry, if it is our problem, we will be responsible for it to the end and give you an explanation.

X. others

If you are not satisfied with my explanation, you can make your suggestions so that I can improve it in the future? (Facing the deadlock with customers);

74) Hello, your ringtone is very (pleasant, special, pleasant, personalized, etc.). (when you need to make an outside call);

75) Your satisfaction is our pursuit, and I wish you a sunny mood (when the customer thanks us for solving his problem);

76) "Please enter your password for verification, please pay attention to the page prompt", and putting the page prompt at the back can play the role of prompt;

It doesn't matter. I'm just worried that you'll miss these offers. We'll contact you next time you have a better suggestion/when we have other activities in the future? ;

78) Please rest assured that the refund you requested has been successfully processed (cancelled)! Please rest assured that I have checked your phone bill for you, no problem! Please rest assured that your problems have been recorded for you! ;

79) Thank you for your suggestion;

80) Thank you very much for your patience;

8 1) Don't worry, please speak slowly and I will try my best to help you.

82) Thank you for your criticism and correction. We will correct it in time and continuously improve the service level;

Thank you, this is what we should do;

84) We will contact the relevant departments for your questions. Please leave your contact number and we will give you an answer within * hours.

85) Maybe I didn't make it clear. Please allow me to explain it again.

I want to ask you what's the trouble. Don't worry, we will try our best to help you.

87) Please tell us what you think, and we'd be happy to hear your opinion.

Thank you very much for telling us your problem in time, sir/madam.

89) You are all our customers with very good credit, and we will help you as soon as possible!

XI。 Concluding remarks

90) Have a nice life!

9 1) I wish you a big prize!

92) When the customer says that he is driving, the conclusion is: pay attention to safety on the road;

93) I wish you a prosperous business!

I hope I can serve you again next time!

95) Please be careful on the road;

96) I wish you a pleasant journey;

97) When the weather turns cold, remember to add clothes to keep warm;

It rained today. Please remember to take an umbrella when you go out.

Have a nice weekend!

100) Have a nice trip!