How to calm the negative emotions of customers? How to further collect key appeal information? How to better meet customer needs and maintain and enhance customer relationships? Below, I have prepared an article for you on how to deal with customer complaints. Welcome to reading.
1. Face it positively and listen carefully
There are many reasons for customers' complaints, most of which are due to customers' physical problems, normal postoperative reactions or improper nursing. Usually customers will ignore their own reasons and insist that they are victims.
To understand the psychology of clients, consultants should first understand their emotions, and then refute or directly deny them, which is very irrational. Your goal is to get to know your customers and gain their trust. When you take an understanding attitude, you can usually calm the emotions of clients as quickly as possible and make them feel close to the consultant.
At the same time, don't be influenced by the tense atmosphere, but listen attentively. At this time, eye contact is very important, which not only shows that you are listening to the customer carefully, but also can give positive emotions back to the customer at the first time. It is very important to use eye contact correctly.
2, understand the complaint, timely care.
When dealing with customer complaints, emotionalization means that you can feel the customer's feelings, but it does not mean that you agree with the customer's point of view. A desirable skill is to agree that complaining about customers is not a condemnation, or it does not violate your hospital's policies and goals. You can say:? I couldn't agree more? Or? You may be right? . You can usually agree with the facts, some unquestionable principles and the complainant's right to stick to his own opinions.
You can express sympathy and understanding for customers with the following phrases: You are right, and no one wants this to happen. ?
? I know why you are so angry. I totally understand how you feel now. ?
Next, at an appropriate time, you should gently explain to the customer and analyze the reasons for the complaint, and the customer will understand. It will be much easier to discuss the way to deal with the problem with the customer later.
3. Resolving contradictions by static braking.
When dealing with customer complaints, it is inevitable that customers will complain because they have grievances in their hearts. What you have to do is to control your emotions and learn to give customers some time to vent their grievances and resolve their anger.
You know, people's emotions are advanced and rich. When there is resentment in their hearts, they will show impatience and other emotions. At this time, if the customer is given a certain vent space, the customer's mood will be stable and the problem will be solved naturally. Therefore, with static braking and restraint, contradictions will naturally be resolved, which is also the basic quality necessary for consultants.
4, shift the center of gravity, ease the mood
? Turn? It refers to changing the subject, but it doesn't mean avoiding the important, but a way to communicate feelings. When dealing with customer complaints, consultants should take the starting point of not hurting each other's feelings. For example, when debating the focus, it is difficult for both sides to reach an agreement.
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