When the customer complains that the problem is not solved well, the customer who still has confidence in the brand wants to “make a statementâ€, so there is a complaint, so we have to be kind to it, don’t hold the complaint There is any hostility. In fact, complaints may be a valuable asset to the brand, because when the customer chooses to give up, the brand will forever lose the customer and the customers affected by it; when the customer chooses a complaint, it indicates that it Brands still have confidence. If they can solve them in a timely and proper manner, they may be more satisfied than those who have no complaints, and they will become brand followers. As for whether this customer's complaint can become the brand's wealth, the key is how to deal with it. Some of the following principles are crucial. First of all, stand on the customer's side Disregarding the pain of customers is a taboo to deal with customer complaints. Very taboo customer service staff can not stand on the customer's position to think about the problem. We must stand on the customer's side and express our understanding and compassion in good faith, acknowledging the fault. Therefore, the handling of all customer complaints, whether confirmed or not confirmed, is not to first clarify the responsibility, but to apologize first, this is more important; otherwise, the consequences will be unimaginable. Second, find ways to calm the grievances of customers. Since most of the customer's complaints are venting nature, as long as the sympathy and understanding of the business is obtained, the grievances are eliminated, and the situation is easily solved after the psychological balance. Therefore, as a customer service staff, in the face of customer complaints, we must try to find out where the customer's grievances come from, so as to cure the problem and effectively calm the customer's complaints. Only by carefully listening to customer complaints can you discover the material reasons. Don't argue, it will only add fuel to the fire, which is counterproductive. We may wish to study an auto repair shop in the United States. They have a very interesting service aim, called "repairing people first, then repairing cars." What is "first repairing the person, then repairing the car"? If a person's car is broken, his mood will be very bad, so we should first pay attention to the person's mood, and then pay attention to the car's maintenance, "first repair people, After the repair car, this is the truth. However, this simple truth is often ignored by many customer service staff. Again, solve customer problems correctly and in a timely manner The complaints of customers should be handled correctly and promptly. If the delay is delayed, the grievances of the customers will become more and more intense, and the customers will feel that they have not received enough attention. For example, the quality of the product complained by the customer is not good. The company found that the main reason is the improper use of the customer through investigation and research. In this case, the customer should be notified in time to repair the product and tell the customer the correct method of use, but cannot simply think that it is not related to the company. Ignore it, although the company has no responsibility, but it will also lose customers. If after investigation, it is found that the product does have problems, the company should give appropriate compensation and tell the customer the result as soon as possible. Of course, dealing with customer complaints is a rather complicated system project. We need to always adhere to the concept of “customer is a lover†and implement the five suggestions put forward by Taiwanese scholar Xie Yuelong: more patience, better attitude, faster movement. More compensation and a higher level. 20Ga Non Sealer Steel Casket,20Ga Non-Gasket Casket,Nonsealer 20 Gauge Steel Casket Million Casket Co., Ltd. , http://www.86coffin.com