How to handle customer complaints

Question 1: How to handle customer complaints correctly? I gave you some advice on this, which I summarized for many years.

The first sentence: the customer is always right.

The second sentence: You have an obligation to tell your customers that you are the most professional.

The third sentence: If the customer doesn't approve of you before, the customer will always be right.

I hope I can help you.

Question 2: How to handle customer complaints? First of all, what is the purpose of customer complaints? Customers hope to satisfy their needs or solve problems through complaints.

Secondly, what is the purpose of handling customer complaints? 1, to solve problems or meet some needs of customers; 2. Improve customer satisfaction.

For example, a customer's complaint is like a patient seeing a doctor. When patients find themselves sick, they will go to the hospital for treatment. At this time, the doctor will diagnose the patient by looking, smelling, asking and feeling, and then prescribe the right medicine to solve the patient's pain.

The same is true of customer complaints. I summarized the four steps of "handling customer complaints": seeing, listening, asking and finding (verifying and solving).

First, when dealing with customer complaints, customer service staff should first use "Wang", that is, first understand the basic situation of customers through eye observation, such as: gender, gender, age, education level, clothing, etc.

Second, the use of "listening", in the process of handling complaints, listening to customer complaints accounted for a large part. Customer service personnel should be good at listening and empathizing with customers. At this stage, listening has two functions: 1, allowing customers to vent their dissatisfaction, and listening is one of the most effective means of appeasement; 2. Understand the main contents of customer complaints;

Third, by listening, the customer service staff can roughly understand the content and reasons of customer complaints, and customers have almost vented their dissatisfaction. At this point, the customer service staff can specifically understand the main reasons and problems that cause complaints by asking questions, and fully understand the required information through targeted questions to collect effective information for handling problems;

Fourthly, based on the above information, the customer service personnel make a preliminary judgment and verify the problem, verify the problem through various methods and means, seek truth from facts and find out the root cause of the problem. Finally, the customer service staff gives the solution to the root cause of the problem and feeds it back to the customer. At this time, the feedback content is: 1, explaining the cause of the problem; 2. Give solutions and deadlines; 3. Give the contact information of the person responsible for handling the problem, so that the customer can know the situation in time.

Can you say that the customer complaint has been handled at this time? At this time, it can only be said that 80% has been handled, because there are two purposes for handling customer complaints: 1, solving problems; 2, improve customer satisfaction, so far only completed the first goal. Therefore, what customer service personnel need to do is to improve customer satisfaction. After handling the complaint, the customer service staff still need to follow up the service, be responsible for solving the problem, understand the customer's satisfaction with the handling result, and pay a regular visit to the customer to understand the latest situation of the customer.

Question 3: How to Solve Customer Complaints Steps The methods and steps to effectively handle customer (ordinary) complaints.

1. 1 Accepting complaints

The first step of customer complaint handling method is called "accepting complaints", which requires timely acceptance without delay. This is the first element. Resolutely avoid saying "please wait a moment" to the customer, otherwise you are taking a risk, because you don't know the customer's personality, how much this complaint will affect his life and work, and how the customer will react afterwards.

The purpose of complaint handling is not only to avoid troubles for enterprises, but more importantly, it is hoped that through effective complaint handling, customers' trust in enterprises can be restored, the reputation of enterprises can be well maintained, and more "repeat customers" can be found, thus turning "crisis" into "opportunity".

1.2 Calm down your grievances

When customers complain, they often have a strong color of * * *, which has the nature of venting, and they should calm their grievances. When customers are angry, we should appease them, keep a low profile, admit mistakes, calm their anger, and let them analyze and solve problems rationally.

1.3 Clarify the problem

It is necessary to give customers an opportunity to vent their dissatisfaction and grievances in order to dispel the backlog of dissatisfaction in their hearts. If we give up this opportunity, it will not be conducive to the final handling of complaints. Bring emotional complaints into the event by asking questions.

Ask questions to guide customers to tell the truth and provide information with open-ended questions. When the customer completes the whole process, the customer service staff should summarize the key points of the problem with closed questions. For example: "What you just said is that one of your users in Shijiazhuang told you that the laying rate of chickens dropped by two percentage points, and a few soft-shelled eggs and broken eggs appeared. Is that so? "

1.4 Explore solutions and take action.

Discussion and settlement refers to how to deal with complaints. Return, exchange or compensation. Many customer service staff often put forward solutions directly, without considering whether customers will feel like God when they lose their choice. The truly excellent customer service staff is done in two steps: the first step is to understand the solution that the customer wants, and the customer service staff actively asks "What do you think is better to handle this matter?" Then the second step is to put forward your solution to solve customer complaints quickly and effectively. In this way, whether the customer has a solution or not, the enterprise will take the initiative to solve the problem.

1.5 Thank customers.

Thanking customers is the most critical step and an important means and skill to maintain customers. Customer service staff need to say four sentences to express four different meanings:

In the first sentence, I apologize again for the inconvenience caused to customers;

The second sentence is to thank customers for their trust and patronage;

The third sentence is also to express our gratitude to our customers, so that we can know our own shortcomings when we find problems;

The fourth sentence is to show our determination to our customers and let them know that we will work hard to improve our work.

2 Effective handling skills of special customer complaints

2. 1 Special customer complaint type

A reasonable person may become unreasonable when he is dissatisfied, but fundamentally, he is rational and reasonable. However, a difficult person has a destructive splitting method to make others pay attention to his psychological needs. Such people are extremely difficult to communicate with. Most difficult customers feel insecure. In fact, they also need to be understood, welcomed and valued, even if they choose an inappropriate and impolite method.

The difficult customer types are:

Irritable customer

Being grumpy and difficult to communicate makes things difficult.

2. 1.2 Dirty or annoying customers

Feed (animal husbandry) enterprises will not often meet, but service enterprises will often meet. These people have poor cultural quality and conduct, and may be hooligans and local ruffians. But he also plays the role of a client in his life.

2. 1.3 Retain customers

Why do reserved customers call him a difficult customer? Generally speaking, the retention customer has some real ideas that he doesn't want to say. Such people are arrogant, difficult to communicate and difficult to accept the advice of service personnel.

2. 1.4 overbearing customers

As we all know, it is difficult.

2. 1.5 critic

What is a critic? Accustomed to blaming everything around him, he scolded and scolded, and finally bought it. When you look at any product or service, you have a critical eye, which is actually a venting nature.

2. 1.6 chattering customers

Nagging, endless.

2. 1.7 Eccentric customers

He often puts forward something beyond the scope of customer service ... >>

Question 4: How to deal with customer complaints? Teacher Sun gave a thorough explanation. As the vice president of Hitachi, he clearly told us that it is a naive dream for a company not to be complained. The so-called new economy is the customer economy. In the current customer economy, in the face of customer complaints, service is the foundation and satisfaction is the gold. What is important is how to deal with customer complaints. There are two kinds of customer complaints, one is legitimate and the other is unfair. If the complaint is not handled properly, it will cause the loss of customers and the loss of customers' economy; If handled properly, it is an opportunity to win back customers and find more markets and business opportunities. So it is particularly important. In China's mobile phone antenna industry, while facing great competition, the service is also facing challenges. If the customer's dissatisfied complaints are handled properly, it will gain a customer base, and the customer's reactor has enterprise value, which will bring more profitable business opportunities to the enterprise. Customer complaints can point out the company's shortcomings, provide us with opportunities to continue to serve him, strengthen him to become a long-term rational customer of the company, better improve the company's products and improve the ability of complaint handlers. It is a favorable source of self-improvement and promotion for an enterprise. In the face of customer complaints, no matter whether the problem is caused by yourself or not, you should apologize to the customer immediately after you know the reasons for the customer complaints. Because the average customer's mood is very unstable at this time, there are often some strong or inaccurate words. If it is not controlled, it is easy to quarrel, which will further affect the customer's mood and is not conducive to solving the problem. Of course, at this time, it is necessary to appease the customer's emotions, and the language of apology should be sincere, and the customer's grievances will be weakened by your sincerity. In the face of customer complaints, you need to find a solution to the problem. You should make good use of your skills and explore the solution that customers want to solve. After finding the solution, ask the customer's consent. If the customer doesn't accept your method, what suggestions or solutions does he want to solve? Do we have the right to decide so that the customer can clearly understand the process at any time? If you can't solve it, you can recommend other suitable people, but you should take the initiative to contact. If there are more than two ways to solve the problem, choose the best solution, and explain the advantages and disadvantages of this solution to customers, and make suggestions for customers. Leave the customer's contact information and ask the customer's satisfaction afterwards. Distribute questionnaires to customers who complain frequently to learn more about their needs. To deal with the aftermath of complaints, it is best to establish a complaint database, record the whole process of customer complaints, analyze the reasons and existing problems, avoid similar things in the future, or establish a template to solve problems for similar complaints in the future. I benefited a lot from this training. As customer service staff, we will give full play to our training advantages to improve our work quality and the overall external image of the company.

Question 5: How to handle customer complaints 2? Procedures for handling customer complaints and complaints:

1. Create customer complaint forms (or complaint registration forms) and other forms.

Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.

2. After receiving the information, the after-sales service personnel will conduct face-to-face communication by telephone, fax or at the customer's location to learn more about the complaint or the content of the complaint, such as the name, specifications, production date, production batch number, when to use it, the performance of the problem, what brand was used before using this brand, how it was used, and the recent use.

3. Analyze this information, explain and explain the work to customers, and stipulate communication and consultation with customers.

4. Report the handling situation to the leader, and the service personnel will put forward their own handling opinions. After applying for the approval of the leader, you should reply to the customer in time.

5. After the client confirms the treatment plan, sign the treatment agreement.

6. Feedback the agreement to the relevant departments of the enterprise for implementation. If you need to compensate for oil products, notify the warehouse to deliver them. If it is necessary to send small gifts, notify the market management personnel to distribute them.

7. Follow up the implementation of the processing results until the customer's reply is satisfactory.

Three. Methods of handling customer complaints and complaints:

1. Confirm the problem

Listen carefully and patiently to the complainant, take notes while listening, judge the cause of the problem and grasp the key factors in the other party's statement.

Try to understand the whole process of complaint or appeal. If you can't hear clearly, ask in detail in a euphemistic tone, and be careful not to use offensive words, such as "Please say it again in detail" or "Please wait a moment, I'm a little unclear ..."

Repeat what you know to the customer for confirmation.

After understanding the problem, ask customers for their opinions, such as how they think it is appropriate to handle it, what requirements do you have, etc.

Step 2 analyze the problem

When you are not sure, don't jump to conclusions, make judgments and make promises easily.

It is best to discuss problems with service personnel in the same industry, or report to business leaders and analyze problems together.

How serious is the problem?

To what extent have you mastered this problem? Is it necessary to go to other places to learn more? If you listen to the agent, should you go to a specific user, such as a garage?

If the questions raised by customers are unreasonable or unfounded, how can we make customers realize this?

What does the complainant ask for besides financial compensation when solving the problem? For example, some agents will ask for promotion and help to open a branch.

Step 3 discuss with each other

After consulting peer service personnel or company leaders and obtaining clear opinions, the field service personnel are responsible for negotiating with customers. Before negotiation, the following questions should be considered.

A: Is there a long-term trade relationship between the company and the complainant?

B: When you try to solve the problem, is there any hope for customers to buy later?

C: As a result of the dispute, what kind of oral effects of goodwill and non-goodwill may be caused? (word of mouth).

What are the customer's requirements? Is it unreasonable or excessive?

E: Is there anything wrong with the company? What is the degree of fault?

As the agent of the company's opinions, the above conditions must be considered when deciding to provide some compensation to the complainant or the complainant. If it is the fault of the company, the compensation for the victims should be generous. If it is unreasonable from the customer's point of view; And you can't do business in the future. You say "no" to each other generously and clearly.

When negotiating with customers, we should also pay attention to the expression of words, express clearly, listen to customers' opinions as much as possible, observe customers' reactions, grasp the main points and solve them properly.

4, processing and implementation of the treatment plan

After the conclusion is reached, appropriate disposal should be carried out. After reporting the conclusion to the company leader and obtaining the consent of the leader, it is necessary to inform the customer clearly and directly, and follow up the implementation results in the future work. If the treatment plan involves other departments within the company, we should convey the relevant information to the executive department. If customers are allowed to compensate for oil products, we should inform the warehouse management and delivery department. If customers require special packaging or other identification marks for oil products, they should inform the corresponding production departments and relevant departments.

Four, seven points to deal with customer complaints and complaints:

1, be patient

Actually ... >>

Question 6: How to deal with customer complaints in sales? In our daily work, the last thing we want is to be complained by customers. In particular, we often face some customers with low quality. Some customers don't understand the general banking system, don't listen to persuasion, and sometimes even complain for no reason. Sometimes we can't help but feel helpless and occasionally have emotional conflicts. But in fact, if we can treat complaints with a calm mind and actively learn and summarize the skills and experience in handling complaints, we can easily find that customer complaints also have a great promotion and spur on our actual work. As a service person, I have profoundly summarized the history of my "blood and tears" customer complaints, and will share with you the steps, principles and skills of handling customer complaints. 1, be a attentive listener. Listen to the customer's opinions and suggestions patiently, even if he is venting his personal feelings, we should listen with a serious attitude, and it is best to take out paper and pen to make a record. First, let customers know that we value every customer's opinions and suggestions and feel respect, which also reflects our professionalism in handling customer complaints; Second, we can also find the key points and keys of the customer's demands from his statements, so as to solve the problem next. 2. Resolutely avoid disputes with them. When you meet unreasonable customers, you don't have to be impulsive. A rational attitude and euphemistic conversation can help you turn the corner and beat your opponent. Most customers express their dissatisfaction in an irrational way to vent their emotions. If you want to fight back at this time, it will undoubtedly add fuel to the fire and will definitely be "tragic." You know, complaining customers can't afford to be hurt. At this time, the best choice we can make is to listen carefully, nod appropriately, make eye contact, and never argue with customers. Never stand on the wrong side! It's true that the system can't give in, but it can't be the opening statement to deal with complaints by emphasizing that "this is the system". Instead, we should remember emotionally that we should always stand in the customer's position, focus on "system" and "customer", and we should not make concessions from the system, but look at the problem from the customer's position, handle the problem, understand the customer's mood, and know why the customer complains, just like Uncle Zhao Benshan said, "Know why it is troublesome." This will help to calm the customer's emotions and make him feel that you are not trying to confront him as a business owner, to distinguish who is right and who is wrong with him, but to really help him solve problems with a service attitude, and deal with emotions first and then deal with things. Ignoring customers' pain is a taboo in handling complaints. Effective communication is the first step to solve the problem. As the saying goes, "Say whatever you meet." This is common sense and principle. There is such a little joke: a woman is good at glib tongue. Someone asked her what she knew, and she said, "It's very simple. Tell him what he is. For example, talk to the butcher about pork and talk to the chef about dishes. " The person who asked for advice asked again, "If the butcher and the chef are present, what are you talking about?" She said, "I'll say braised pork." We should also say different things to people with different educational levels. When talking with people with low educational level, we should use common spoken and colloquial language, and use more specific figures and examples. For people with a high level of education, we can adopt the method of abstract reasoning and pay attention to respecting each other when speaking. 5. Apologizing is not just "sorry". After listening to the contents of customer complaints and finding the real demands of customer complaints, we must first make a sincere apology to customers. But only if we don't share the responsibility first. If we are complained about sticking to the system, an apology should never be "Sorry, it's our fault/our responsibility." How about-"I can understand the trouble and inconvenience. What do you think we can do for you? " There are basically two kinds of apologies: one is that the complaint caused by the customer's own reasons (ignorance of business, bad mood, etc.) is established. Customers often vent their dissatisfaction slowly in the process of his statement because of their own reasons. Just listen to him, apologize for the inconvenience, sincerely understand, and then patiently explain the customer's misunderstanding. The second is the customer complaints caused by the subjective consciousness of enterprise management or service. Once you complain for your own reasons, you should dare to admit your fault and not cheat or delay customers. The key is to remedy it in time after apologizing, otherwise the apology will become an empty box without gifts. 5. Customer complaints are gifts. Forty percent of IBM's technological innovation comes from customers' opinions and suggestions (often expressed in the form of complaints in real life). While handling complaints, we should also be good at asking questions, especially those that cause common complaints. Just like the complaint of the National Bank before ... >>

Question 7: How to handle customer complaints 1, be polite, patient, careful and positive. 2. Legal, reasonable and reasonable factual basis. 3. Keep in touch with customers. 4. Take practical actions to solve all kinds of questions or problems in time.

Question 8: How to handle customer complaints? Of course, we still insist on smiling service. When encountering customer complaints, we should first listen to every word of the customer patiently, quickly understand which part of the customer is dissatisfied with us, and then show our attention and concern to the customer, so as to appease the customer's dissatisfaction and suspicion, and immediately come up with the best remedial measures for the customer, gain the customer's recognition and make the customer satisfied! In order to regain customers' confidence in us, the last thing to do is to thank customers for their support and then see them off politely.

If some customers (most of them are indefensible) react strongly, it is basically the same as the above process (we know the customer's intention). If both reception A and the customer are in high spirits, reception A (on the premise of minimizing the losses to the company, of course) does not need to pester the customer, and reception B (if available) should immediately assist reception A in order to calm the customer's emotions. Reception B can show our standard operation in the conversation, but it will also make better plans for customers! The purpose is to make customers feel that we have humanized treatment and professional service! Finally, gain recognition and satisfy customers.

If some special guests complain that the receptionist can't give an authoritative answer, they should know the situation and report it to the higher level, and hand it over to the superior for instructions or handling!

Question 9: There are two ways to deal with customer complaints. One is goodwill complaints, that is, customer complaints really caused by practical reasons such as products, services, use and price; The other is malicious complaints, that is, so-called "complaints" aimed at extorting money, damaging reputation and cracking down on sales.

For well-intentioned complaints, we can handle them like this: Step 1: Enthusiasm. When customers complain, most of them are unfriendly, and some even swear and get angry. No matter how bad the attitude of customers is, as an enterprise, we should be warm and considerate, treat them with courtesy and treat them like VIPs, such as inviting them to the office, offering them VIP seats, pouring tea and offering cigarettes. It embodies the attitude of enterprises in handling complaints and the principle that "customers are God". Step 2: Listen to customers' complaints. As an enterprise, we should first listen with an open mind and record the customer complaint registration form in detail. Be kind to customers. No matter what the customer says is right or wrong, more or less, or even the words are fierce and ugly, don't blame and cross-examine, and don't interrupt when the customer is talking. Let the customer say what he wants to say in one breath, and the customer will say what he wants to say, and the inner anger will be eliminated by half, which is convenient for solving specific problems in the next step. When listening, be careful not to argue with customers or interrupt their dictation, and respect customers. Step 3: apologize. After listening to your customers, you should sincerely apologize to them. For example, on behalf of the company, I apologize for the inconvenience caused by your use of this product (service), or I am really sorry for making you travel so long in hot weather, and so on. Apologize properly, not unprincipled, and apologize on the basis of safeguarding the dignity of the enterprise. The purpose of apology is to take responsibility and eliminate the "anger" of customers. Step 4: Analyze what the customer complaints belong to according to the customer's dictation, such as quality problems, service problems, usage problems, price problems, etc. , and analyze the customer's complaint requirements from the customer's dictation, and at the same time analyze whether the customer's requirements are reasonable, which department the specific problem belongs to, and whether it is necessary to communicate with the centralized department or ask for instructions from the relevant superiors to solve the complaint. Step 5: The solution is to decide whether to make economic compensation, trade-in, product compensation, replacement of accessories, on-site maintenance, or train customers to guide the use according to the customer complaint content and complaint analysis, according to the relevant enterprise system and referring to the Consumer Protection Law and other relevant laws and regulations. Inform the customer of the solution. If the customer agrees, register the handling opinions on the Customer Complaint Registration Form and ask the customer to sign for confirmation. If the customer disagrees, see where the dispute lies, negotiate with the customer to solve it, be neither humble nor humble, take "let nature take its course and protect reputation" as the highest principle, and try to meet the customer's requirements. If the customer complaint can't be solved, it should be immediately referred to the superior leader for solution, so as to solve the customer complaint satisfactorily. Of course, if the customer's request is really "too outrageous", then take legal channels and solve customer complaints through law. If the customer's complaint can't be solved immediately, explain the reason and the exact time to solve it, and then take the initiative to meet the customer. For some customers who complain blindly (they shouldn't have complained in the first place), they should explain in detail, or demonstrate the operation, or answer questions from experts, or lead the reception, so as to be eloquent and show the good image of the enterprise.

Regarding the location and level of customer complaints, when solving customer complaints, try to avoid public places and implement the "first complaint responsibility system". If you are restricted by power, you can ask the leader for authorization and approval, and it is strictly forbidden to buck passing, especially in offices, branches and other branches. Of course, if there is a local department dealing with customer complaints such as after-sales service, it is necessary to directly hand over customer complaints to a full-time department.

For malicious complaints, be righteous and stern, and let them give up malicious complaints immediately. If the malicious complaint is serious, or has a bad influence on the enterprise, or causes losses to the sales of the enterprise, you can directly take up legal weapons and solve it through legal channels.

In a sense, customer complaints are not a bad thing. Complaints indicate gaps or deficiencies. Taking this as the direction, enterprises can improve products, upgrade technology, strengthen management, improve services and enhance competitiveness and efficiency. Therefore, enterprises should welcome all goodwill complaints from customers with a humble, responsible, inclusive and enterprising attitude. Avoid concealing, delaying, coaxing and scaring customers' complaints. If you can't hide, drag, coax or scare, you can't run away. Only serious and responsible handling can satisfy customers and truly solve customer complaints. ...& gt& gt