Complaint handling slogan

1. Empathy

1) I can understand;

2) I understand your mood very well;

3) I understand How can you be angry? If it were me, I would feel the same as you;

4) Please don’t worry, I understand your mood very well, and we will do our best to solve it for you;

　5) If I encountered so many troubles from you, I would be in the same mood as you are now;

　6) If something like this happens, it will bring you inconvenience, but we Should we face it positively, right? ;

7) Yes, if I encountered so much trouble from you, I would feel aggrieved;

8) I understand your mood very well, please rest assured, We will definitely check it clearly and give you a satisfactory answer;

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

10 ) "I can hear that you are anxious" "I can feel that you are a little worried" "I can feel that you are very angry. Let me give you other suggestions. Do you like them?" "I can feel your disappointment. I What can help you is..." "I can feel that XX situation and business have brought unnecessary trouble to you;

11) "If it were me, I would be very anxious... ..." "I feel the same as you..." "It's quite annoying...";

12) Hello, I'm really sorry for causing you so much trouble. If I were If you say that, I will be very angry. Can you please calm down and give me a few minutes to explain the reason to you?

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

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14) We apologize for the inconvenience caused to you. Our feelings are the same as yours;

15) I can understand your mood and I will deal with it for you immediately;

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

17) Yes, if I encounter such trouble as you, I believe I will feel like you now;

2. Being valued

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

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

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20) Since you are so familiar with our business, you must be our old customer. I’m sorry that we made such a mistake.

21) Mr./Ms., I’m sorry for the previous The service makes you have a bad feeling. Our store attaches great importance to the opinions of customers. We will report your situation to the relevant departments as soon as possible for improvement;

3. Use "I ” instead of “you”

22) You confused me - (replace with) I don’t quite understand, can you repeat your question?

23) You confused me Wrong - (Change to) I think there may be a misunderstanding in our communication;

24) I have made it very clear - (Change to) Maybe I did not explain it clearly and you misunderstood;

25) Do you understand? — (Change to) Is my explanation clear to you? ;

　26) Ah, what did you say? — (Change to) Sorry, I didn’t understand. Could you please say it again? ;

27) You need - (change to) I suggest... / Do you think this is possible...;

4. Speak from the customer's perspective

　28) This is mainly to protect your interests;

29) If anyone can help you with such an important business, it will be very insecure for your interests;

30) I know you will understand. This is to ensure that you are as important to our store as you are loyal to us.

Customers’ rights;

5. What kind of mouth is the sweetest?

31) Sorry to trouble you;

32) Thank you very much for such a good suggestion, we We will reflect it upward, because with your suggestions, we will continue to make progress;

33) (When the customer is dissatisfied but does not pursue the case) Thank you for your understanding and support, we will continue to improve our services so that you can Satisfied;

34) Sir, you are our old customer, of course we can't live up to your trust...;

35) This time I have caused you trouble, in fact , we are also very sorry. We will record the situation you mentioned 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. information, this will make our service better;

37) After you solve the problem this time, feel free to use it! ;

38) Thank you for your support of our work, and I hope you will continue to support us in the future! ;

39) Thank you for your supervision of our services, which will allow us to do better;

40) Thank you for your support of my store, your feedback and suggestions will be It will become an important reference for the future improvement of our store;

41) Thank you for your feedback to us, we will strengthen work training, and you are welcome to supervise our work at any time;

42) Thank you for your feedback. This issue has always been an issue that our store attaches great importance to. Currently, in addition to XX, we also provide other channels. We also hope that if you have better suggestions, you can provide them to us;

43) In response to the situation you just reported, our store will continue to improve, and we hope to provide you with better services after the improvement;

44) Let you have such doubts , I’m really sorry for making you angry;

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

46) Your suggestion is very good, I I agree;

47) Thank you very much for the valuable suggestions you have provided us. It is an honor for our store to have customers like you;

6. The Art of Refusal

48) *Miss, I can understand your thoughts, but I am very sorry that we cannot meet your specific requirements for the time being. I will first feedback the situation you encountered to the relevant departments, and then contact you after verification, okay? ? ;

49) What you said does make sense. If we can help you, we will do our best. If we cannot help you, please understand;

50 ) Although we are currently unable to deal with or solve this matter immediately, what I can do is...;

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

52) Mr./Ms., thank you for your attention to our company’s XX activities. At present, we have not received the latest notification, or we may consult you later. Us;

53) Thank you very much for your attention, it is not available now, please pay attention later;

54) Sir/Ms., thank you very much for your feedback and we will do our best. We will work hard to improve this aspect and hope you can continue to support and supervise our work. Thank you! ;

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

56) *Mr., you are our customer, try to make it as easy as possible Your satisfaction is our job requirement. Sorry, what you said does make sense. If we can help you, we will try our best. If we cannot help you, please understand;

7. Shorten the call

57) Hello, in order to facilitate your understanding (memory), I will now

The content will be sent to you via text message (email), please pay attention to the inquiry;

58) Because it involves a lot of content, I will send you the specific content via e-mail for detailed information, okay?

8. How to make customers "wait"

59) Sorry to waste your time;

60) "Remind me before waiting:" Mr./Ms., please wait a moment, I will check it for you right away.";

61) After waiting, resume the call: "Mr./Ms., thank you for waiting, I have checked it for you.../Now The result of the query for you is..."";

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

63) Since querying the data takes some time, I'm sorry to ask Delay (you) a little time;

64) Thank you for waiting patiently;

9. Record content

65) Is it convenient for you to provide specific information ( Detailed address, time, phenomenon, etc.)? We will record it for you so that we can check and process it as soon as possible. Thank you for your cooperation! ;

66) Thank you for your valuable opinions. We will record the opinions and report them to the relevant departments! ;

67) I very much hope to help you. Regarding this matter, our store will definitely have someone dedicated to help you deal with it as soon as possible. Please rest assured...;

68) Sir, you good! **It is now in the popularization stage. It is because of your use that we know the shortcomings of the new activity after its launch. Thank you very much for your timely feedback on these shortcomings to us;

　69) This may be a mistake of our staff. We will report this issue to you immediately. Please rest assured that we will give you a satisfactory result! ;

70) Sir/Ms., I agree with your proposal. I will record it and hope it can be implemented as soon as possible. Please stay tuned! Thank you very much for your valuable opinion;

71) We are very sorry for the inconvenience caused to you. Please wait a moment and we will test it right away, okay? If there is indeed a fault, explain to the customer: "Thank you for reporting this situation to us. We will report the fault immediately. Please try again later, okay?

72) I'm very sorry. You have caused inconvenience. This situation must be caused by a problem in some link. You can rest assured that if it is our problem, we will be responsible to the end and give you an explanation;

73) If you have any questions about me If you are not satisfied with the explanation, can you give me your suggestions so that I can improve in the future? (When faced with a deadlock with a customer);

74) Hello, your ringtone is very (sounding, special, good, and personalized) Etc.) (when outbound calls are needed);

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

76) "Please enter your password for verification, please pay attention to the page prompts." Put the follow page prompts at the end to serve as a reminder;

77) It doesn't matter, I'm just worried about you. Will you miss these offers? We will contact you next time when you have better suggestions/when we have other activities in the future;

78) Please rest assured that the refund you requested has been processed. (Cancellation) Success! , Please rest assured that I have checked your phone bill for you, and there is no problem! , Please rest assured that the problem you reported has been recorded for you!

79) Thank you. Suggestions;

80) Thank you very much for your patience;

81) Don’t worry, please speak slowly, I will try my best to help you;

82) Thank you for your criticism and correction, we will make corrections in time and continuously improve service levels;

83) Thank you, this is what we should do;

84) We will report your feedback If you have any questions, please contact the relevant departments.

, please leave your contact number and we will reply to you within * hours;

85) Maybe I didn’t make it clear enough, please allow me to explain it again;

86) Please tell me what kind of trouble you are encountering, don’t worry, we will try our best to help you;

87) Please tell us what you think, we are happy to listen to your opinions;

88 ) Mr./Ms., thank you very much for telling us the trouble you encountered in time;

89) You are our very creditworthy customers, and we will help you as soon as possible!

11. Conclusion

90) I wish you a happy life!

91) I wish you a big win!

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

93) I wish you a prosperous business!

94) Hope to have the opportunity to serve you again next time!

95) Please be careful on the road;

96) I wish you a safe journey;

97) The weather is getting colder, remember to put on clothes to keep warm;

98) It’s raining today, please remember to bring an umbrella when you go out;

99) I wish you a happy weekend!

100) I wish you a happy journey!