At present, the competition in the integrated ceiling industry is intensified, and the business work of front-line sales personnel is becoming more and more difficult. At the same time, with the growth of e-commerce and homogenization, the customer complaint rate in the integrated ceiling industry has a long-term trend. . Consumers have corresponding expectations for the product before purchasing the integrated ceiling product. If the difference between the actual product and the expected one is large, it will easily arouse its resentment. Regardless of the size of the problem, it may be the fuse and cause of a complaint. To this end, the sales staff who fight in the front line must have the quality to handle customer complaints.
First, the principle of handling complaints:
1. Establish the concept that "customers are always right"
2, restrain yourself, try to avoid feelings
3. Remember that you represent the overall image of the brand and business.
4. Quickly, remember not to delay the time when handling complaints. The correct way is: deal with it immediately;
5, sincerity, the shopping guide must be sincere in apologizing, only sincerity can impress the customer's heart and resolve the customer's grievances.
6. Explain the reason for the incident and explain the cause of the incident to the customer “steadily + clearlyâ€.
Second, the procedures for handling complaints:
The first step is to control emotions. In order to stabilize the customer's mood, our guides must first stabilize their emotions and control their emotions so that the customers' emotions can be gradually stabilized.
The second step is to listen carefully. Listen carefully to the attitude, give the customer a complaint, supplement the linguistic buffer, apologize for what happened, declare that you want to help, and listen carefully. This not only gives the customer a feeling of spit, but also prepares for the solution.
The third step is to establish a situation that resonates with customers. A deep understanding of the customer's experience, this is a powerful weapon to resolve grievances.
The fourth step is to apologize. In order to make the customer's mood more calm, even if the customer is wrong, but the apology is always right, we must apologize for the customer's emotional damage.
The fifth step is to propose an emergency and predictive solution. Explain the various solutions or ask them what they want to do. Confirm the plan and summarize the various actions that will be taken – your actions and their actions to resolve them. Repeat the customer's concerns and confirm that the customer has understood. Thanks to the customer's complaint. At the same time, a predictive solution is proposed, which proposes ways to improve the quality of integrated ceiling store services to reduce or avoid similar complaints in the future.
We may not be able to guarantee 100% satisfaction in the process of using the integrated ceiling, but we must ensure that when customers are dissatisfied with finding a store, they will always be 100% satisfied!
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