In the past, once customers complained, operators would think that they were looking for trouble and adding chaos, and then they realized some negative effects brought by complaints to operators. But in fact, this concept is biased, because customer complaints mean that the brand's products or services do not meet their expectations and meet their needs; At the same time, it also shows that customers still have expectations for the brand, hoping that it can improve products or improve service level. So, when customers complain to you, don't treat it as a problem, but as a godsend. Complaining is gold. When customers spend precious time contacting us to complain, they also provide us with information on how to improve our service for free. Therefore, customer complaints are not troubles, but opportunities and benefits. In order to eliminate customer complaints, lscia model can usually be used to deal with customer complaints correctly and effectively:
First, listen (listen)
When customers raise objections to products or services or reflect problems, they should first learn to listen, which is the premise of solving problems. Find out the essence and facts of the problem. Remember not to interrupt each other's conversation. In the process of listening, you might as well use more questioning skills, for example, what happened? Why is this happening? How did you find out? This will help you understand the truth of the matter. When listening to a customer's complaints, you should not only listen to what he said, but also pay attention to his tone and volume, which will help you understand the inner feelings behind the customer's language. At the same time, you should make sure whether you really understand the customer's problems through induction and retelling.
Step 2 share
If we basically understand the nature of the problem and why it happened at this time, we can share it. As you said, similar things have happened to us before. No matter the product itself or improper use, you can't blame the customer. In this way, customers will feel valued.
Three. clarify
According to the above two methods, we have basically understood the nature and trend of customer objections. At this time, it is necessary to define the problem. Is it the product itself or the improper use of the customer? If it is the product itself, you should apologize to the customer immediately and solve it for the customer as soon as possible; If the customer uses it improperly, explain the essence of the problem, help the customer solve the problem immediately, explain the correct use method of the product (performance, characteristics, characteristics), and thank the customer for his objection with words of encouragement, whether it is correct or not. Give moral and material rewards when necessary.
Fourth, illustrate (illustrate)
It is of course best to solve problems in time, but some problems may be complicated or special, which is difficult for ordinary people to solve. Then don't make any promises to customers, but tell them honestly that the situation is a bit special. We will try our best to help customers find a solution, but it will take a little time, and then we will agree to give a reply time. Be sure to answer the customer on time. Even if you still can't help the customer solve the problem by then, you should call the customer on time to explain the progress of the problem, show your efforts and agree on the time to reply to the customer again.