Customer complaints are a common problem in the office. Therefore, how to effectively handle various complaints is also a difficult problem in various industries today. Teacher Tan Xiaofang suggested that the method of handling customer complaints must be mastered. No matter how blamed or criticized, it should be humbly taught and treated with sincerity, even if it is severely blamed, and there should be no disputes with customers.
I received a complaint at the beginning of the complaint, and I still apologize after listening to the complaint. No matter who is right or wrong, to bring convenience or dissatisfaction to customers, you need to apologize. Regardless of the customer's complaint, it is important to think that the complaint is a good opportunity to explain the misunderstanding. The person responsible for handling customer complaints must be well-trained, able to calm the other person's emotions in time, solve the mood first, and then solve the problem. Make a brief and appropriate explanation, and thank the other party for the opportunity to give instructions.
It is said that there are mainly the following points: Consumer complaints are caused by the inconsistency between the service and management level provided by the hotel and the needs and expectations of consumers. Complaints are a very important follow-up service after service contact. Hotels must treat and handle complaints seriously in order to recover the reputational damage caused by service failure.
1. Understand the importance of complaints to enterprises Many hotels are afraid of complaints and avoid complaints. But in essence, the complaint is an opportunity for the customer to correct the mistake. Many customers are dissatisfied with the service and do not complain about it, and even do not patronize friends and relatives. This makes it impossible for the hotel to have the opportunity to correct mistakes and to permanently lose the guests.
2. Understand the motivation of customer complaints Different customers come to complain about different purposes. Some are for economic reasons, hoping to get financial compensation; some are for psychological reasons, hope to seek psychological balance through complaints, to meet their psychological needs that can be respected and cared for.
3. Providing compensatory services that can satisfy the customer's complaints. When the guest complains to the hotel, the hotel should proceed from the following aspects:
Listen carefully to the customer and keep calm; sympathize, understand, comfort the guests and apologize to the guests;
Pay enough attention to the guests; pay attention to the process inquiry and record the key points;
Propose specific measures to solve the problem, compensate customers, or even "excess" compensation;
Asking for the time required to solve the problem, the customer is very anxious when complaining. For small problems, front-line employees can solve it. For big problems, there must also be a channel for quickly transmitting information, so that the right handler can quickly come to the scene to solve the problem. In short, solve the problem as quickly as possible; track and supervise the implementation of remedial measures.
The author suggests that after the complaint is resolved, the hotel should also follow up and continue to remedy if there is any customer who is not satisfied.
It is recommended that all units focus on strengthening the service etiquette training and service rules and regulations of employees, so that employees can meet the standardization requirements in terms of language, instrumentation and attitude, leaving customers with a positive impression. The above is part of the hotel training - according to Tan Xiaofang's bank aspects of training and education at the same time, enhance the staff's institutional concept, and fundamentally improve the standardization of service. By adjusting the labor organization, rationally deploying personnel, opening counter windows, and fully utilizing the functions of self-service equipment, the customer queuing problem can be alleviated and the waiting time of customers can be reduced to a large extent.
At the same time, the bank conducts business technology training activities, grasps basic training, and improves the business technology level of employees as soon as possible, thereby improving work efficiency and service quality. The fourth is to seriously deal with complaints. If the problem reflected by the customer is changed, there will be no change. The problems reflected by the customers are immediately rectified, and the responsible persons are seriously dealt with and the whole bank is informed of the lessons.