應(yīng)對客戶抱怨電話救火6招

拯救銷售的客服技巧

In retail, it's inevitable that there will be the occasional disgruntled

customer. No matter how wonderful your products are or how committed you are to provide the best customer service, problems do occur. Armed with the following customer service tips, you can diffuse a situation, save the sale and possibly even create a loyal customer。

在零售業(yè)，不可避免，偶爾會有不滿意的客戶。不管你的產(chǎn)品有多好，或者你有多想提供最好的客戶服務(wù)，也避免不了要出現(xiàn)問題。參照以下客戶服務(wù)技巧，可以幫你化解難題，挽回生意，可能還會為你帶來一個忠誠的客戶。

Stay Calm and Remember It's Not Personal

保持冷靜，并記住這不是私人問題

When a customer is upset, remember that it is not a personal attack. Let them talk as long as they need to, not only to get it off their chest, but to thoroughly explain the problem. Listen carefully! You cannot fix what you don't understand, so be sure to ask the customer enough questions to learn what is bothering them. By simply listening, the customer will realize that you are interested in their problem and he/she will eventually calm down enough to discuss the situation in a positive manner。

當(dāng)客戶不滿意的時候，要記住這并非人身攻擊。讓他們想談多久就談多久，不僅僅是讓他們發(fā)發(fā)牢騷而已，而是透徹地分析問題。仔細(xì)地傾聽。如果你不能理解的話，你就沒辦法化解，所以要確保你咨詢了客戶足夠的問題，弄清楚了是什么在困擾他們。

Apologize and Empathize

表達(dá)你的歉意和同情

Once you understand why the customer is upset, apologize. Even if you don't agree with their complaint, you are at least letting them know you validate them and will work towards a resolution. This also separates the emotion from the problem. As a general rule, the expression of empathy to the customer should come right after the apology. When you feel you fully understand, restate your understanding of the problem at hand。

在你明白客戶為什么不滿之后，向他們道歉，即使你不認(rèn)同他們的抱怨，至少要讓他們知道你肯定他們的看法，并且會努力找到解決的方法。這也可以將個人情緒從問題中分離出來。一般的規(guī)則是，向客戶道歉后應(yīng)該馬上表達(dá)你的同情。當(dāng)你感覺自己完全弄明白了發(fā)生了什么事情后，向客戶重申你對該問題的理解。

Resolve Their Problem, Not Yours

解決他們的問題，而不是你的問題

Your business should have policies in place to prepare people working the front lines to deal with customer service issues. However, not all situations are the same and therefore not all remedies should be the same either. If the disgruntled customer has made it clear what will satisfy him, then do everything within your power to accommodate

that customer. This shows your commitment to resolving their problem。

你的公司應(yīng)該為在第一線和客戶打交道的員工制定規(guī)則，以解決客服相關(guān)問題。然而，并非所有情況都是相同的，也并非所有的解決方法都是一致的。如果抱怨的客戶明確表示了怎么樣可以讓他滿意，那就在你的權(quán)利范圍之內(nèi)想盡一切方法滿足他。這也顯示了你解決問題的誠意。

Follow Up

跟進(jìn)

Whatever promises you make to the customer to resolve the issue, be sure to follow up. Call when you said you would call. Even if you don't have the resolution, let the customer know you're sticking to your word. This shows the customer that his/her business is important to you and you're actively working towards getting things fixed。

不管你為了解決問題向客戶做出了什么樣的承諾，要確保持續(xù)跟進(jìn)。如果你答應(yīng)給他打電話就一定要給他打電話。即使你還沒有解決問題，也要讓客戶知道你仍然在堅持你的承諾。這樣顯示了客戶的事情對你來說很重要，并且也表明了你確確實實在為解決問題而努力。

Learn From Mistakes

從錯誤中學(xué)習(xí)

Dealing with each unpleasant customer should be a learning experience. Customer feedback should be viewed as an opportunity for change. Keep in mind that not all customers can be pleased. Some people are just complainers and nothing you do will change that. But everything you can correct about this situation will help with future events. Keep improving in areas over which you have control。

你應(yīng)該將和每一位不滿意的客戶打交道視為一次學(xué)習(xí)的經(jīng)驗?？蛻舴答亼?yīng)該視作為改變的機會。記住，你不能讓每位顧客滿意。有些人就是喜歡抱怨，不管你做什么都不會改變。但是你為了更正這一切而做的努力會在將來的事件中起到作用。不斷改善你可以掌控的情況。

Even though the customer is upset, this is still a sale. He or she has already made a purchase and you have their money, so make sure your response is timely and respectful. Customers with complaints simply want you to be aware of the problem and take the necessary steps to correct it. Sometimes there are no substitutions, discounts or freebies you can offer that will keep the sale. Although you may lose this purchase, the attempts you've made to win over the customer may help retain future sales。

即使客戶不滿意，這也是一場交易。他們買了東西，而你得到了錢，所以要確保你的回答是及時的，帶有敬意的。投訴的客戶只是單單想要你注意到問題，采取相應(yīng)的步驟去更正這一問題。有時候，即使是為了挽回生意，你也不能提供替換的服務(wù)，折扣或者免費贈品。那么，即使你失去了這次的生意，但是你為了解決問題而付出的努力會讓客戶在將來想光顧你的生意。