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Correspondence between consultation and complaint

Customer consultation and complaint response are very important. According to the corresponding methods, you can give each other a very good influence, otherwise it will be as simple as losing an important customer, and the multiplier effect of customers and potential customers will be lost. So, how to deal with it can have a good result? The corresponding consultation and complaint methods are different, but those are the opinions conveyed by customers from the enterprise itself, which is undoubtedly very important. This time, we will discuss and study how to deal with it.

Customer consultation

Consultation means that someone is interested in goods and services, and if they can respond well, it will directly affect sales, so it is very important to contact customers. If you consult business, you certainly need to answer as soon as possible. The key point is your own positioning of consulting business.

Not only answer the consultation questions, but also speculate on the content of the other party's consultation. The next question is probably those projects. It is very important to put yourself in the other person's shoes after prediction and thinking. For example, these products are described in detail on the website. If you receive an inquiry email about the product, the website address of the product description website says "Please refer to this address". "If you do this, you may get good results. It may not be true.

If possible, the description of the goods should be simple and clear, and at a glance, plus "Here is more detailed information about the goods, please refer to it." "corresponding. And there are often cases. If you have any questions after consulting FAQ, please consult. This practice also depends on the situation of the enterprise.

Consumers still have unclear points after consulting through FAQ, and consultation does exist. I don't understand. Some people still consult. Let's have a look. If there are some unclear contents in the process of checking whether to buy a commodity, it is certainly the fastest way to ask if you have the intention to buy. It makes sense to think so. This means that the latter group can not be ignored, and the corresponding method is not desirable. .

Customer complaints

Customer complaints refer to whether there should be, what is unnecessary and so on. Because most people don't complain about minor problems. That is to say, it can't actually meet the requirements. Just don't patronize next time, just don't buy-more than half of the customers think so. Directly expressing dissatisfaction is only the tip of the iceberg. Therefore, it is necessary to listen to the content returned as a customer complaint in good faith and then respond accordingly. After that, the process of responding to customer complaints means racing against time. In particular, customer complaints come by phone, which means that complaint handling has already started at the moment of answering. The problem is that customers complain by email. It is very common to publish announcements on the website 24 hours and 365 days. No matter whether the enterprise is resting or not, the mailbox window is always open.

Of course, as a complainant, I did not consider the situation of such enterprises. For example, after sending a complaint email on Friday night, it will not be timely to receive a reply on Monday. If you don't receive any reply during this period, it means that you have been in a state of anxiety. The solution is to set up a system to handle customer complaints on Saturdays and Sundays. Presumably, it is not necessarily difficult to realize such a system, but at least it should be noted that Saturday and Sunday cannot match. .

Moreover, if there is a requirement for the format of the email, it is also very important to indicate that the corresponding email reply will be given on Monday when automatically replying. In addition to this kind of break, there are also cases where we can't reply immediately because of complaints caused by emails. The first is whether the reply to the confirmation letter is the first stage and the person in charge is absent. In short, "I will contact you as soon as possible after reviewing it. This level of reply should be done. Corresponding procedures are also necessary.

As far as timeliness is concerned, it is impossible to review every customer complaint. It is necessary to speculate in advance which customer complaints will be made, and then establish relevant procedures.

If the customer's complaint is immediately considered to be solved by refund, return, etc. The complainant will be on the winning side at any time.

The reason for the complaint is obviously the enterprise's mistake, except that it is not a good idea to simply solve it with a refund. In any case, when a refund is needed, an upper limit must be decided in advance, and the articles of association should be formulated as specifically as possible according to the contents of customer complaints. No matter who is in charge, the corresponding results should be the same and should reach this level.

So far, it's all about accepting customer complaints, and we need to pay attention to the correspondence of E-mail publicity emails. If all emails promoted by email are regarded as spam, customers will also be lost.

As an enterprise, if the e-mail address has been publicized on the website, then the e-mails sent from other enterprises will certainly be received to a certain extent after browsing the website.

After the email address is collected, no matter who it is, it will buy the whole crowd as the object and send emails. This is obviously spam, but at least the emails sent after reading the website need to be treated with caution.

There is no denying that the other party may become a customer, whether it is a customer or a future customer. Sometimes some cases are good news for your company. Specifically, it is very important for your company to delete or reply when it judges that the promotion email is unnecessary. If you reply, don't treat the other person as hostile, use some commanding tone, but calmly and cautiously refuse the other person. No matter who the other party is, if it corresponds to this, it will not be harassed, or assuming that the other party is a customer should have no bad influence on us. Especially in the service industry, it should be noted that it is best to do it as a company instead of giving it to individuals completely.

How to accept customer complaints

Telephone, e-mail and fax are the ways to deal with customers' inquiries and complaints. Which method is more ideal for enterprises, or pay attention to customers without specific scope. It is not uncommon for enterprises to find the telephone number on the website anyway, and the customer consultation and consultation acceptance window is not clear. Although the information of the enterprise has been publicized on the website, it goes without saying that at least people who browse the website should set up an acceptance window if they want to consult or complain. However, what kind of acceptance method should be better?

First of all, customers are generally consulted by telephone or email. However, no matter how many times the receiver dials when answering the phone, if the receiver is always on the phone, he will only tell the customer's contact address from the result, otherwise, he will lose business opportunities. Therefore, it is necessary to have a corresponding system to make a reasonable response to the number of incoming calls. For this reason, it is a way that e-mail is not busy with traffic and so on. If the ambiguous content such as "I don't understand, please answer" is similar, be sure to contact again to confirm the relevant content. There are many such emails. It is necessary to prepare the special email format for customer consultation in advance, and at least answer the information that the other party wants to know according to the question.

It should be noted here that at least some items must be filled in to answer customers' questions, and irrelevant items should not be filled in by customers.

It is also important to establish a customer consultation code management system. If there is a number, it will be easy to manage, which is very helpful to prevent missing problems. Coding can be simply done through CGI when forwarding the mail format, so please be sure to establish acceptance coding management, which should receive good results.

Next, about complaints, it is a little different from customer consultation. As a way of acceptance, by phone and mail. Telephone communication should be a method. Compared with the e-mail or special mail format for preparing customer complaints, it should be better to set up a special mailbox for customers to express their opinions freely.

Because, if it is really a customer complaint, simply replying by email may not solve the problem, and finally we can only communicate by phone. It will be very difficult to communicate with customers through e-mail that is difficult to convey their feelings. There are many examples of quick solutions through telephone communication. In a word, among all kinds of methods to solve customer complaints, the most basic thing is to find the most suitable one.