How to politely refuse customers' unreasonable demands?

China people who advocate peace and moderation are not good at refusing, and they all like the artistic conception of winding paths leading to a secluded place and winding paths leading to a secluded place. However, in the communication of customer complaints, rejection becomes inevitable. The following is a description of euphemistic refusal of customers, which should be grasped well without hurting the spirit:

1, know yourself.

In communication, learn as much as possible about the customer's background, identity, occupation, reasons for claims and other information.

Step 2 stick to the bottom line

No matter what method is used, the bottom line must be clear: unreasonable demands from customers must be rejected. You can wipe it, but you can't wipe the bottom.

The way and psychology of customers making unreasonable demands.

1. Unreasonable claim:

1) Threats and enticements

I hate a kind of customer very much. As soon as I came up, I said directly, "I am familiar with a newspaper. If you don't promise me, I'll make a scene. " ; At this time, I usually calmly reply to the customer: "Which newspaper is it? Our company also cooperates with newspapers, and we may even know each other. Enemies should be reconciled and not married. " .

There are also customers who directly give benefits: "Miss, help me to apply quickly, and the wireless mouse will be given to you." . I had to reply faintly: "Ms. Wang, the company does not allow it, and the phone is recorded." .

2) Stalking and beating

One phone call every three days, and dating is not so active. The question is almost the same: "Is it approved? When will there be results? Why are you so inefficient? " . After replying several times, I will also make some plain jokes with my customers: "Mr. Wang, after making so many phone calls, I feel like an old friend." The company's policy is very strict, and we are in a dilemma. "

3) Tough and reasonable

There are many long speeches, which seem to be quite reasonable. It's easy to bring your own rhythm. A little RAP, almost agreed. Can you refer to the previous article? Today, I was complained by Xiaogang Feng.

4) Long thin water flow (high section)

This kind of customers are usually calm and rational, well versed in strategy and tactics, polite, gentle in tone, and not anxious or slow. Communicate a few times more, and you will feel a strong sense of guilt. But remember, he is over-defending his rights.

Second, the psychology of unreasonable claims

1) Revenge and take it for granted.

"You caused my loss. Of course, I have to pay compensation, hard compensation, lost time, time cost, mental damage compensation ... all count. "

2) blackmail and temptation

Test and see each other's bottom line. "If my lion opens his mouth and they agree, they will be indefensible. Even if I don't agree, I won't suffer. "

3) A little guilty

"It seems a bit excessive to ask them to double the compensation."

4) Make a quick decision

"Hurry up and solve it. It's been dragging on Will there be no compensation? "

Euphemistic refusal method

Rejection should be based on balance and adhere to principles.

1, turn passive into active, and give the choice to the other party.

Don't directly refuse the other party's request, but throw out the conditions we can bear for the customer's consideration in a powerless way. In this way, the changing situation is solved. It's not that I don't agree to compensation. The conditions have been provided to you, and the decision is up to you.

2. Partial rejection.

Don't completely deny the customer, you can partially agree with it within an acceptable range. For example, "Mr. Wang, your refund+compensation is difficult to achieve, but the refund is no problem."

3. Sincerely apologize many times and weaken yourself.

There is nothing wrong with apologizing, and there is nothing wrong with apologizing sincerely many times. It can reduce the customer's alert psychology, make people feel that this customer service is quite sincere, thus creating a preconceived sense of closeness. In addition, it is indeed our problem that caused each other's losses, which is the beginning.

I sincerely apologized many times and expressed my difficulties. For example, the company's regulations are like this and cannot be exceeded. Once I agreed privately, but the company didn't pass, so I finally had to pack up and leave.

4, delaying tactics.

Malicious blackmail customers like to solve quickly and get compensation. If procrastination tactics are used well, customers will give up. But one thing to remember: you can't disappear completely, keep a certain frequency and give customers feedback. Of course, the result of feedback is also disagreement.

"6 Skills" of Ingeniously Rejecting Customers

? 1, "Yes" comes before "No"

Start with an affirmative sentence, such as "I know" and "I understand". Positive words can make customers less defensive. For example, "I know you are in a hurry" and "I understand your feelings" and so on. Then politely refuse the customer, which can reduce the feeling of being "denied" by the other party.

2, intentional but powerless

Customer service should actively express the willingness to solve the problem, and at the same time inform customers that they are willing to do things they can't do, so please forgive them.

For example, the customer asked for delivery as soon as possible, but during the activity, the quantity was too large to meet. The customer service can say, "It is our duty to meet your requirements. However, due to the large shipment at present, I need some time to help you arrange it as soon as possible. Please wait patiently. Please forgive me for any inconvenience.

3. Ingeniously borrow others to refuse

When customers know that you can't make decisions unilaterally, they may understand your difficulties and shrink back.

For example: "I'm really sorry, our company rules can't …" "I know you need this thing very much, but our leader has explained it …"

4. Give several alternatives.

Customer service can directly give several solutions according to customer needs and give some compensation.

For example, "Hello, in view of your problem, the best we can do is to give you a discount on 30 yuan, or I can give you more items. Do you think so? "

5. Repeated consultations and delayed handling.

Customer service can extend the communication time through multiple consultations, so that customers can slowly accept your rejection. Generally speaking, difficult customers want to make a quick decision. This can effectively kill their patience and gradually accept your treatment plan. But remember not to delay too long, and at the same time, we should maintain a certain frequency of communication, and we should give feedback every time, which is reasonable and well-founded.

Step 6 compliment each other

Everyone likes to hear compliments. Therefore, when we refuse some customers' requests, we can politely refuse them in this way. For example, when a customer wants a more favorable product, the customer service can say, "You have a good eye. Many people have come to ask me, but our business is small and we can't give you a discount. It's a pity. " This will not make the other party feel unhappy.