Cosmetics fetter treatment reach purchaser compl

First, the analysis of customer complaints complaints
the customer, the poor quality of goods, services, and complaints are not satisfied with the outcome of a waste of period and energy aboard either its psychological cause some repugnant. The store itself is due to customer complaints and dwindle the customer's believe, and even influence the dignity and revenue. Experience has shown that merely a small portion of the customers have complained about will be complaints, most of it is with less than the store to mart.
store customers like free advertising, but customers have a good experience, it will tell five other customers, but a bad experience, they may tell 10 customers. Therefore, at providing a tall level of customer service, treat customers, and cautiously handle each customer complaint, customer satisfaction, customer service work should be the relentless pursuit of goals.
Second, the type of customer complaints complaints
1, the commodity itself, complaining
1, commodity prices: the cost is up apt the problem of many customer complaints, the maximum bothersome problem is the affair, yet DD automotive supplies automotive supplies sales outlets are basically manufacturer straight afford, the price has a quite muscular advantage, but does not rule out the plant exhibition in additional places in the price clash for us.
2, product quality: product quality, agreeable alternatively wrong, and some tin not be detected from the exterior, constantly the customer to purchase behind products later the finding of the existence of penniless quality.
3, degree of product integrity: for example, to buy back the goods after the discovery of components is not complete, or that such retarded goods.
4, legal for goods: customers find the purchase of goods or on the shelves, receptacles of goods than the efficient date.
5, identification of goods does not match: personality does not mate customer complaints, including imported Chinese goods are not accompanied by directions, the Chinese identified with the elemental date of manufacture on the packaging date of manufacture published on the goods does not mate the instructions on the product packaging itself does not clear, there is not date of manufacture, use specifications or other violations of
6, label: the price label blurred or several labels.
7, price: identification of goods on the price and the price of brochures is incongruous.
8, empty of: common incidence of special products out of stock. Good for sales, resulting in timely replenishment of goods sold is not the phenomenon, or the store does not sell the customer absences to buy.
2, complained almost the quality of service complaint
1, poor staff attitude: case in point: ignore the requirements of the customer inquiries, replying a customer's tone of impatience, perfunctory or rude remarks and so on.
2, Purchasing Guide or misleading sales practices radical customer buying action.
3, Return does not meet customer requirements.
4, unsuitable action of money enroll operations: cash enrol workers, unskilled, slow, logon error caused by overcharging of goods the purchase price, less find the money to the customer, not seeing for alteration to the customer, omissions degaussing, lacking scan the customer's goods. Checkout line is too long or it takes also long to wait and so on.
5,Lacoste Trainers UK, lack of services: Customer requirements as yet distribution service, delivery service, for cash services, or other forms of extra services, but can not be met.
6, improper service operations: fill in stores such for providing customer service did not receive any rejoinder, or the customer's complaint can not be handled properly.
3, complain about the shopping environment complaints
1, safety complaint: customer shopping accidents unexpected injuries, attribute theft; floor water extra easily slide; children's accidents and so on.
2, hygiene complaints: store waste and improper waste disposal, resulting in the store context is poor or merchandise on the shelves of the fuel container, redundant dust, ground with litter bins, debris, etc., restroom sordid and so on.
3, other environmental complaints: If sound is too noisy and so on.
3, the customer complaint handling principles and programs
1, customer complaints handling principles
1, hear to the principle: patiently, calmly, without interrupting the customer's statement, listening to customer dissatisfaction and claims.
2, the principle of satisfaction: this is the first dealing with the principles of customer complaints. The ultimate goal of handling customer complaints is not the solution or the interests of retaining stores, ending its relationship to customers experiencing this problem decided is willing to re-visit restaurant, the principles and conceptions of customer complaints should be handled throughout the plenary process.
3, quickly principles: to quickly solve the problem, whether you surpass their processing among the scope of the need to discuss higher management,Lacoste Running Trainers, but likewise the solution to the problem promptly advertise the customer, can not let customers wait too long.
4, the principle of fairness: when dealing with complicated customer complaints, should be fair and thoughtful handling, well-founded to argue the customer, and similar stores as distant as possible with reference to the past or the train of dealing with such issues be handled.
5, thanks principles: the end of dispose, must be made in human or shriek and thank customers for their understanding.
2, customer complaints handling process
customer complaints face to face customer telephone complaints
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listening to customers to talk to listen to customers to talk
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sympathy ; sympathy
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ask the customer ; ask the customer
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intend a solution quit the purchaser adjoin telephone
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accession ; to solve the problem
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thank the customer replies, thank the customer
Fourth, the basic method of handling customer complaints and techniques
1, the process of basic methods and techniques
1), when listening to customers to talk
A, a assured proactive attitude.
B, with a smile.
C, lull mood and the right Speed ​​tone.
D, listened carefully to customer complaints, do not miss the details, confirm the problem.
E, let the customer vent their sensations 1st.
F, do not interrupt the customer's statement.
2), expressed compassion
A, use their manners intonation to solace each other
B, standing in the customer's position for the sake of each other
C, expressed understanding of customer behavior.
D, take the initiative to record details of complaints
3), ask the customer
A, said the converge of repeat customers,Womens Lacoste Trainers, to validation whether the customer understood the averaging and intention.
B, to understand the definition and purpose of the customer.
C, to comprehend the focus of complaints, thinking of the seriousness of complaints. Have studied to narrate the customer the problem and confirmed the problem can be solved.

2, customer complaint treatment practices should be averted
1), anxious or disinclined to face the attitude of reception
A, with customer disputes, intense dispute, agitation.
B, fussy customers bad outlook, speaking bluntly.
C,Lacoste Carnaby Trainers, instantly rejected the customer or the middle of doing other things
2), off the record, let the customer jot through
A, that there does not help customers.
B, there is no respect for the customer's language behavior
C, intensifying conflicts
3), repeated too many times
A, the processing time is too long.
B, hesitant, undecided.
C, terror of hardship, half-way deal with the problem over to someone else.
D, did not understand the customer's local language.
five, customer complaint handling summary
1, customer complaint tracking
both in person to the store to customer complaints or calls of complaints,Lacoste Shua Lace Trainers, the presence of workers to handle with when they must make a record, each record must be follow-up is completed, which reflects the elementary principles of respect for the customer. Manager or co-worker manager must outlook every customer complaint records, and more than 1 daytime to be concerned about the unresolved issues.
2, a weekly summary of customer complaints
weekly summary of customer complaints, customer complaints caused brief various reasons, listed the measure of wage.
3,Lacoste Finham SPM Trainers, the customer complaint on summary
daily morning meeting or Zhou Huishan nailed share customer service message, especially when dealing with customer complaints experience and lessons learned, so that everybody knows how to deal with customer complaints and problems dealing with customer complaints to master capabilities .
six, purchaser decree training: