1, I can understand; I know exactly how you feel.
I understand why you are angry. If I were you, I would feel the same way.
3, please don't worry, I understand your feelings, we will try our best to solve it for you;
It is inconvenient for you to have such a thing, but we should face it positively, right? I know exactly how you feel. Please rest assured that we will find out and give you a satisfactory answer.
6. "If it were me, I would be very anxious ..." I feel the same way with you ... ""It's very irritating ... "
Hello, I'm sorry to have caused you so much trouble. If I were you, I would be very angry, too Would you please calm down and give me a few minutes to tell you the reason?
Second, be taken seriously.
1, dear, you have been our customer for such a long time.
You are an old customer who has supported us for a long time.
You are so familiar with our business and an old customer. I'm sorry that we made such a mistake. I'm really sorry.
Dear, I'm sorry that the previous service made you feel bad. We attach great importance to customers' opinions, and we will reflect your opinions to relevant departments for improvement as soon as possible.
Third, replace "you" with "I"
1, you're confusing me-I don't quite understand. Can you repeat your question?
You made a mistake-I think there may be a misunderstanding in our communication.
I've made it very clear-maybe I didn't explain it clearly and you misunderstood.
4.do you understand? Do you understand my explanation?
5. Ah, what did you say? Sorry, I didn't catch that. Would you please say that again?
6, you need-(on the contrary) I suggest ... Do you think it is possible ...;
Fourth, this mouth is the sweetest.
1, thank you very much for your good suggestion, and we will reflect it upwards, because with your suggestion, we will make continuous progress;
2. Thank you for your understanding and support (when the customer is dissatisfied but does not pursue it). We will continue to improve our service to your satisfaction;
Sir, you are an old customer of ours. Of course, we can't betray your trust ...
You can use it safely after solving this problem. Thank you for your supervision of our service, which will make us do better.
Thank you for your support. Your feedback and suggestions will be an important reference for our future improvement work.
6. We will continue to improve the situation you just reflected, hoping to bring you better service after improvement;
7. I'm really sorry to make you so confused and angry. Thank you very much for your valuable advice. It's our pleasure to have a customer like you.
Verb (short for verb) The Art of Refusal
1, honey, I can understand how you feel. You also want to help the goods to be inspected and shipped as soon as possible. In fact, like us, we also want to ship safely as soon as possible. However, if the inspection is completed in a short time, according to our experience, the sampling ratio will generally be reduced or some key issues will be missed. This will lead to your unsafe shipment.
Miss, I can understand your idea, but I'm sorry that we can't meet your specific requirements for the time being. I'll report your situation to the relevant departments first, and then I'll contact you after the departments reply, okay?
What you said does have some truth. If we can help you, we will do our best. Please forgive me if we can't help you
Dear, you are our customer, trying to satisfy you, which is our job requirement. I'm sorry, what you said is really reasonable. If we can help you, we will try our best. If we can't, please forgive us.
The above words are summarized based on the characteristics of human empathy. When customers encounter customer service problems or objections, they often need empathy most. Therefore, as long as the after-sales handlers can skillfully use these words, they can properly handle customer service problems.
Seven steps to deal with customer complaints
The first step: show respect;
Example:
1. What you told me is very important and valuable for us to improve our service.
I can imagine how this question makes you feel.
I understand your feelings very well.
This is really a very disappointing thing.
I'm very sorry about the problem you encountered.
6. This happened to me before, and I feel the same as you.
Step 2: show listening;
Example:
1, can you tell me what happened?
Please tell me what happened.
Can you tell me what happened slowly, and I'll record it.
Step 3: Understand the expectations of the guests;
Example:
1. How do you think we can handle it better?
2. What can we do for you?
How do you think we should solve this problem?
How can I help you?
What should we do at once to alleviate this matter?
6. What else do you think is inappropriate or unsatisfactory?
Step 4: Repeat confirmation of key issues;
1, please let me confirm what you need. . .
2. The question is. . .
Please let me reconfirm what you expect. . .
To avoid mistakes, please allow me to sum up what I should do for you.
Step 5: provide a selection method or a selection scheme;
Example:
1, you can choose. . .
I will check this matter immediately, and I will be here. . . . It's time to reply to you.
3. You can. . . We can provide. . . .
4. Here is a choice. It's up to you. . .
Step 6: Take timely actions and follow up;
Example:
1. I have provided feedback to ... I will personally ask about your proposal.
2. I will check your feedback on the following contents ... and give you an answer immediately and within 10 minutes.
3. I will immediately. . . Please. . . Or if you can. . . ?
Step 7: Pay a return visit to understand the satisfaction of the guests and have a strong sense of reply;
Example:
1. Are you satisfied with the handling of this matter?
2. Is there anything else I can do for you?