Speech skills of visiting customers after sale

After-sales call back customer skills: empathy, attention, use "I" instead of "you".

First of all, empathy

1, I understand.

I understand your feelings very well.

I understand why you are angry. If I were you, I would feel the same way.

Please don't worry, I understand your feelings, and we will try our best to solve it for you.

If I have so much trouble for you, it will be the same as you are now.

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

7. That's right. If I encounter so much trouble from you, I will feel wronged, too.

8. I understand your feelings very well. Please rest assured that we will find out and give you a satisfactory answer.

9. I really understand. Please rest assured that we will check it and give you an answer.

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

Second, be taken seriously.

1. Sir, you have been our customer for xx years.

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.

4. Sir/Miss, I'm sorry that the previous service made you feel bad. Our store attaches great importance to customers' opinions, and we will reflect what you said to relevant departments for improvement as soon as possible.

Third, replace "you" with "I"

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

What you said is wrong. In other words, I think there may be a misunderstanding in our communication.

I have made it very clear. Maybe I didn't explain it clearly, which made you misunderstand.

4.do you understand? Do you understand my explanation?

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

6. You need to take my advice.