When doing businesses, the most terrifying thing is customers’ complaints. Some of them are really intractable grueling. So how can we settle these problems? What methods do we get?
If one person can’t accpet you seriously, he won’t listen what you say. Because you can’t never make an angry person to listen to you carefully. Therefore, to vanish customers’ angers, at first we should have them accpet you then you can have good communication.
Sacrifice yourself for others. When handling businesses related to customers, we must try to understand customers and stand in their positions.
Without argument. They come with aggressive mood and you can only show your understandings and listen carefully to their complaints. When they chill out, they might become embarrassed.
c)Ask ourselves when we are unable to get something. If we want customers to treat us well, we must treat them as they do. We can set up a mirror. The one outside is you. The other one is your customer.
d) Lead customers’ concerns to constructive solutions. We can’t control customers’ thoughts but we can make changes to their attentions and topics.
e) Be brave to apologize. If we are the party to blame, then we must make apologies bravely. Your customer won’t be as angry as they used to be after you apologize.
f)Utilize some optimistic, positive and affirmative words to get rid of customers’ passiveness. Customers have different understandings towards the same sentence when they trust you or not as well as they are happy or not. Because their feelings are d disparate.
When confronting problems, the most important thing to do is to solve them not to find out who is to blame.
The first respect is to solve the problem and reduce the losses to the rock bottom.
The second respect is to think where did the problem come out and how to prevent it from happening again?
The third resepct is to think if there are any similar problems which might come out? Does it have anything to do with the system? How to keep such kind of problems from happening again from the system?
How to win customers’ trust? At first, you should be worth being trusted by them. If you just try to figure out how to get benefits from others insidiously, it’s incompatible to think how to get customers’ trust.
I bet you have confronted such situation when you meet an acquaintance or someone you think good, you are too embarrassed to make quotations. At other times, when we see someone who tries to raise prices devilishly, we’ll deliberately raise the prices. When seeing you dare to be responsible and think for them, some customers will feel relaxed and are less likely to make a fuss.
When meeting some unreasonable customers, we should pretend to be soft but firm inside. For customers’ unconscionable expectations, we should resolutely reject them and leave no chances and hopes for them. In that way, they won’t be that unreasonable again.
When receiving customers’ complaints, we must make responses in no time and never delay.
a) To show your complete understandings towards its situation.
b) If you are the party to blame, apologize at once.
c) If you need to investigate what happens, you can tell customers that you have reported that to the manager who will hold a meeting immediately to inspect this. You can also ask customers to provide further details such as shooting a photo or how many involved goods.
d) If you have find out what happens, you can manage to explain why did it happen and what’re the problems and measures are taken to make sure that won’t happen again. But if customers have responsibilities, you shouldeuphemistically point it out.
e) You should let customers feel that you are making efforts to solve problems rather than think who should bear the responsibilites.
f) Try to strive for benefits when you can comfort your customers.