Ways To Make Customers Feel Clear

Dealing with customer complaints is an important job of service providers in the operation of stores. How to calm customers' dissatisfaction and turn angry customers into anger is the most important way for enterprises to obtain customer loyalty. Here, we will introduce a "CLEAR" method to deal with customer complaints and make customers feel clear, that is, customer anger and emptying skills.

Understanding and practicing clearance skills can help businesses handle the toughest problems properly. Situation 。 Coping with customer complaints Principle The following steps are included.

(1) control your emotions (C)

Purpose

When a customer is angry, the first factor that a salesperson deals with is to control his reaction.

When customers complain, they often feel bad and lose their mind. Customers' language or behavior will make our employees feel irritated and impatient, so that they will be irritated or upset. They will easily become impulsive, irrational and "violence against violence". This will make the development of the situation more complex, and the service and reputation of the store will be seriously damaged.

II. Principles

Stick to one principle: that is, you can disagree with the customer's complaint, but you can't disagree with the customer's complaint. Just as we can disagree with what they say, but we are willing to defend their right to speak. Customer complaints are because they are not satisfied with their needs, so we should fully understand customer complaints and the frustration, anger, frustration, pain or other passions that they may show. Do not dance with their emotions or blame anyone.

Effective skills

Here are some tips for dealing with customer complaints to help you calm your emotions.

Breathe deeply and calm your emotions. Be careful not to sigh loudly when you exhale and avoid impatient feelings.

* think about the seriousness of the problem.

* climb several steps. Remember, customers do not have personal opinions about you, even if they seem to be so.

* retreat in order to advance. If possible, buy time for yourself. If I need to investigate, I'll give it to you in 10 minutes. Call back "I need two or three minutes to work with my supervisor to solve this problem. Would you like to wait for a while, or do you want me to call you back later?" of course, you have to make sure that you promise to fulfill your promise within the agreed time.

(2) listen to customers' complaints (L)

After the employee's mood is calm down, it is necessary for the customers to calm down to solve the problem. First, don't rush to solve the problem. First, we should help the customers to get their emotions and then solve the customers' problems.

Purpose

In order to manage the mood of customers, you must first realize what these emotions are and why they complain. Calm down and listen to the angry words of the customer positively and carefully. Be a good listener. This helps to achieve the following effects.

Between the lines, grasp the essence of customer complaints and the true intentions of customers.

There are various types of complaints and complaints of retailers in retail stores. When dealing with them, we should first grasp the essence of customers' complaints and the true intentions of customers.

* understand the feelings and emotions that customers want to express.

Listen carefully, listen to customers' complaints, use language buffers, apologize for what happened, declare that you want to help, listen carefully and show your attitude to cooperate with customers. This allows customers to extort anger, reduce the level of anger, and prepare for the solution that comes later.

II. Principles

Listens to the customer not only the fact, but also the emotion behind the fact. The principle to follow is to listen for understanding, not to listen to the answer.

Effective skills

When customers are annoyed, it is necessary to listen effectively and actively.

* listen in all directions.

We should fully mobilize the left and right brain, intuition and sense to listen to compare the consistency of what you hear, feel and think. Understand and try to understand the implication.

* Don't interrupt. It is the minimum attitude to let customers tell what they want to say, and interrupt customers' statements halfway, which may encounter customers' greatest repugnance.

* pass attention to customers.

* clarify each other's words. The content of the complaint is not very clear. We should ask the other party to explain further, but the wording should be tactful.

(3) establishing a resonance with customers (E)

Resonance is defined as the ability to stand in others' position and understand their frame of reference. It is different from sympathy. Sympathy means being involved in other people's emotions and losing an objective position.

Purpose

A deep understanding of customers' experience is a powerful weapon for resolving grievances. When a customer complains, he most wants his opinion to be respected by others and can be understood by others. The resonance between customers and customers is to urge the two sides to exchange their expressions. In dealing with complaints, sometimes a thoughtful, warm discourse can often play a role in turning hostility into friendship.

II. Principles

The principle to resonate with customers is to replace customers with sincerity instead of sympathy. Only standing at the customer's perspective, thinking of customers and anxious customers, can they resonate with customers. If you want to stand in the customer's position and think about it, learn to think about it. "If I were a customer, what would happen to me if I encountered this situation?"

Effective skills

The skills to achieve customer resonance are:

* retelling: retell the reasons for customers' sadness in their own words, describe and slightly exaggerate the feelings of customers.

* respond to feelings: speak out the emotions you feel from customers.

* simulate the customer's situation and empathy. Imagine how our suppliers will react to their customers in the same or similar way.

Don't just say, "I can understand." It's like a pack of words. You may hear the customer answer, "you can't understand it, not you lost your bag, or you didn't have to change your clothes." If you want to use the phrase "I can understand", be sure to add the content you understand (the reason for the customer's sadness) and the feelings of the customers you hear (the emotions they express).

One of the biggest challenges of sympathetic expression is to make them sound sincere. We must build up our own style of communication in difficult situations, showing our understanding of customers' viewpoints, which sounds neither old-fashioned nor smooth.

(4) apologize for the customer's situation (A)

Purpose

We listened to customers' complaints and understood the reasons and feelings of their complaints, so it is necessary to apologize for the situation of customers, so that both sides can control their emotions.

II. Principles

* Don't pass the buck.

When problems arise, it is easy to shirk their responsibilities and say that it is someone else's fault. Even if you know who is wrong in the company, you should not blame your employees for doing so. It will only leave a bad impression on the company as a whole, which is a bad impression on you.