The Best Way To Deal With Customer Complaints

Anyone who is a salesperson knows that handling complaints is a very annoying thing. Handling well is naturally a feeling of escape. If it is not handled well, it may be a loss to the wife and a soldier. How to deal with complaints can reverse the situation and achieve neither damage to brand image nor loss of customers. The following examples may give you a good example:

The weather turned cool. A few days ago, my colleagues and I signed up for a hot pot. The hot pot business was very hot. There was no seat left. We waited for a long time before it came to our place. At the beginning of the shop, the restaurant was very popular. Sitting down for a meal, we knew that the original price was very affordable. It was a good reason to find a good business. A quail egg has a peculiar smell, so it looks for the waiter who has just ordered the dishes to explain the situation, and asks for the replacement of a quail egg. The waiter immediately finds the head of the hall to come and deal with it. The young man first apologized and explained that he needed to confirm it, so he took it back to the kitchen and came out later. He gave us a quail egg and gave us a new pot bottom. According to the hot dishes in the bottom of the pot, we sent a copy to each of us. At the same time, we did not say anything, but we felt that we had taken a big advantage. So the complaint ended successfully, and we did not care about returning to the original eating mood. Tasting the taste is still sloppy. It's good to have a chat while having dinner with colleagues. But the lobby manager pays attention to us from time to time and asks for advice. Ask if there are any other questions and so on. Until we finally finish paying the bill and leave, he is very enthusiastic, apologizing and sending us to the door.

At first glance, this case seems to be very common. There is nothing special about it. But after careful analysis, we can see that a master who handles complaints is just right in handling complaints.

First of all, in the face of complaints, they did a "quick" word. The courage to face immediate handling, evasion or evasion can not solve the problem, and will arouse customers' feelings of disgust. Why must it be fast? In fact, what is the purpose of customer complaints? Only when customers are treated unfairly will they complain. The purpose of the complaint is to be treated fairly. If the speed is slow, it will cause adverse reactions to customers. Therefore, in the case of service personnel without any prevarication, immediate action to actively cooperate with the solution to the problem is very effective. This quickly extinguished the anger of the customers and did not affect other customers' meals.

Second, they did a "change". The service personnel are very smart, they are very clear that they can't handle the problem, and they know that they do not have the right to promise their customers how many things they promise. Without delay, they can directly find the lobby manager who can solve the problem. Through this substitution, customers immediately reduce their grievances, because another person in exchange can help solve the problem, and customers also hope that the problem is here, that is, the final judgment, and get the view that should be obtained. Usually, the customer's mood will improve immediately after changing the client. Generally speaking, the customer will not be too angry with the non party, and also provide a good atmosphere for solving the problem.

Third, they did a "pro" word. The lobby manager faced the complaint first, and confirmed his identity first, and did not ask anyone to come to help, or give it to another person to handle the matter. Under such circumstances, the customer's feeling and a waiter's help were completely different, because they enjoyed the personal service of the lobby manager. In fact, everyone who went out to spend a lot of time was very clear that they could not enjoy the service and care of the lobby manager.

Fourth, they did a "super" word. In fact, the customer's intention at that time was just to call the store to help replace the bottom of the pot, and to rearrange the quail eggs. But it never occurred to the shop that it not only satisfied the customers' thoughts, but also sent all the dishes left in the bottom of the bottom of the pot that the customers had almost finished. It was totally unexpected to the customers. So this practice has exceeded the expectations of the customers, and naturally has given customers the feeling of exceeding the value. If you say that people are all in such a position, you are not going to care about anything anymore. This kind of "super" is really brilliant.

Fifth, they did a question. After everything was done, the lobby manager came to our table from time to time and asked us how the flavor of the pot was, whether we had any problems with the dishes, and so on. By asking questions like this, it suddenly made people feel the taste of God. People have been paying attention to our consumption, indicating that the management of this store should be well-trained.

Sixth, they did a "send" word. After eating hot pot, when the customers left, the lobby manager walked up to himself with a smile on his face and sent customers to the door. At the same time, he welcomed the customers to come back again, and gave him some coupons. Of course, the practice was even higher in the previous level of action, locking the customers firmly, and not afraid of coming next time. Good use of everyone's small and cheap mentality, we have to admire this hall manager's tricks, the use of very well.

Through the above cases, it is not difficult to see that in fact, mastering the methods and routines, handling complaints is not as difficult as imagined. Why do customers complain? There must be some reason. When customers are subjected to unfair treatment, they will definitely need to vent their emotions. They need to find someone to ask for a statement and then how to deal with it. We must dare to face and face up to problems when dealing with them, instead of choosing to evade or explain prevarication. Otherwise, it may bring a lot of negative effects and end up in the end. In dealing with complaints, we should also pay attention to empathy, think from the perspective of customers, give customers a good idea, and create a sense of value for customers. At this point, I think people who are angry should also be softened. Ultimately, they will not only lose customers, but also make the customer loyalty and business will not be affected.