When was the last time with a difficult customer? It was probably for external customers, but it could be a single client, as a member of your team, a colleague or even - your boss!
I'm sure you've always wanted, excellent service, both internal and external customers. However, in the real world, things go wrong and mistakes are made. These customers often judge your love vd'autres der services, such as the response to an error. Make it good and will probably forgive you, and perhaps also say positive things about your company or your ability to others.
The important thing to remember when dealing with a customer, whether internal or external, is that you have to deal with their feelings, then with her problem. Angry customers have strong feelings for you, your product or service and waarschijnlijk want to "dump" of these feelings for sie.
You can deal with their feelings, based on the solution of problems, there is no more. Here are 5 action ideas that deal with human needs customers:
1 - Do not let them to you - the rest of the emotional and concentrate on listening non-defensively and actively. Customers are the derogatory comments in May and emotionally - not the bait.
2 - Listen - Listen - luiétoiles - and the look that you just heard. The customer wants to know that youand Sieete interested in their problem.
3 - Stop saying sorry - Sorry is a word, everyone says that if something goes wrong and has its value. How often have you heard - "I'm sorry that my details and I will answer." Much better to say: "I apologize for ......" And if the word really besocon sorry, make sure that composantsel as a complete sentence. "I'm sorry that you have not received this information, aspromised Mr Smith. "(E" also a good practice, the name of the client in a difficult situation).
4 - empathy - with empathy is an effective way of dealing with customer feelings. Empathy is an agreement not only accept what the customer says and feels. Basically, the miosalvia - "I understand how you feel." Of course, this is a véritableréponse, the customer will be achieved if they are dishonest, and they feel full. Examplesle for answers is empathy - "I can understand that it arrabbiato" or "I see what you mean." Even opnieuwsponses necessity of faith.
5 - Building Value - Sometimes it is useful to a sentence to the empathy response, including yourself in the picture. - "I can understand how you feel, I do not like or expect." The result is that the customer is always right, and you bouwt report. Some customers who complained about this response, because it leads us to believe - "WWhy do not you have something to do. "delle Most people do not react in this way, when you consider that a reasonable and prudent person. If not, then empathising and tell the customer what you puòez situation." I am going to my manager "or" I will do my best to ensure that this does not happen in the future. "
Make no mistake, customers, internal or external, especially through their emotions. It is therefore important that the responses of theMen in any interaction particularly when a KundeSie are upset or angry. When customers get the feeling that you care and are more willing to accept what you say and forgive your mistakes.
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