当顾客投诉或抱怨时,不要忽略任何一个问题,因为每个问题都可能有一些深层次的原因。顾客抱怨不仅可以增进企业与顾客之间的沟通,而且可以诊断企业内部经营与管理所存在的问题,利用顾客的投诉与抱怨来发现企业需要改进的领域。
分析顾客抱怨的原因:
比如,一个顾客在某商场购物,对于他购买的产品基本满意,但是他发现了一个小问题,提出来替换,但是售货员不太礼貌地拒绝了他,这时他开始抱怨,投诉产品质量。但是事实上,他的抱怨中,更多的是售货员服务态度问题,而不是产品质量问题 正确及时解决问题。对于顾客的抱怨应该及时正确地处理,拖延时间,只会使顾客的抱怨变得越来越强烈,顾客感到自己没有受到足够的重视。例如,顾客抱怨产品质量不好,企业通过调查研究,发现主要原因在于顾客的使用不当,这时应及时地通知顾客维修产品,告诉顾客正确的使用方法,而不能简单地认为与企业无关,不予理睬,虽然企业没有责任,这样也会失去顾客。如果经过调查,发现产品确实存在问题,应该给予赔偿,尽快告诉顾客处理的结果。
记录顾客抱怨与解决的情况。对于顾客的抱怨与解决情况,要做好记录,并且应定期总结。在处理顾客抱怨中发现问题,对产品质量问题,应该及时通知生产方;参服务态度与技巧问题,应该向管理部门提出,加强教育与培训。这种记录不是在商场简单的登记,而是人微言轻系统管理的一个部分。
追踪调查顾客对于抱怨处理的反映。处理完顾客的抱怨之后,应与顾客积极沟通,了解顾客对于企业处理的态度和看法,增加顾客对企业的忠诚度。
处理技巧:
企业员工在处理顾客的抱怨时,除了依据顾客处理的一般程序之外,要注意与顾客的沟通,改善与顾客的关系。掌握一些技巧,有利于缩小与顾客之间的距离,赢得顾客的谅解与支持。
1、平常心态
对于顾客的抱怨要有平常心态,顾客抱怨时常常都带有情绪或者比较冲动,作为企业的员工应该体谅顾客的心情,以平常心对待顾客的过激行为,不要把个人的情绪变化带到抱怨的处理之中。
2、保持微笑
俗话说,"伸手不打笑脸人",员工真诚的微笑能化解顾客坏情绪,满怀怨气的顾客在面对春风般温暖的微笑中会不自觉地减少怨气,与企业友好合作,达到双方满意的结果。
3、从顾客的角度思考
在处理顾客的抱怨时,应站在顾客的立场思考问题,"假设自己遭遇顾客的情形,将会怎么样做呢?"这样能体会到顾客的真正感受,找到有效的方法来解决问题。
4、做个好的倾听者
大部分情况下,抱怨的顾客需要忠实的听者,喋喋不休的解释只会使顾客的情绪更差。面对顾客的抱怨,员工应掌握好聆听的技巧,从顾客的抱怨中找出顾客抱怨的真正原因以及顾客对于抱怨期望的结果。
5、积极运用非语言沟通
在聆听顾客抱怨时,积极运用非语言的沟通,促进对顾客的了解。比如,注意用眼神关注顾客,使他感觉到受到重视;在他讲述的过程中,不时点头,表示肯定与支持。这些都鼓励顾客表达自己真实的意愿,并且让顾客感到自己受到了重视。
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