如何處理客戶投訴

所有的企業都要依靠客戶的回饋來改進他們的事業，並提高客戶的滿意度。然而，處理客戶投訴要耗掉很大量的時間與金錢，並且投訴者通常不能得到他滿意的回復。以下有幾個手段可以提高客訴處理的作業，並讓你的客戶滿意：

1. 瞭解全部事實。盡可能瞭解全部的事實。你獲得愈多的資訊，你愈容易發現客戶不滿意的真正原因。
2. 提出解決方案。瞭解什麼可以讓你的客戶感到比較滿意，並提出你的解決方案建議。
3. 表示尊重。在抱怨中的客戶通常有挫折感。訓練你的員工，讓他們在接到客戶投訴時，要表現出同情心，並避免給給客戶無情的批評，而應該給予客戶建設性的回應。

How to Deal with Customer Complaints

All enterprises need to rely on customer feedback to improve their business and improve customer satisfaction. However, dealing with customer complaints takes a lot of time and money, and the complainer usually can not get a satisfactory response. There are several ways to improve the operation of customer complaint processing and to satisfy your customers:

1. Know all the facts. Know all the facts as much as possible. The more information you get, the easier it is for you to find the real cause of customer dissatisfaction.
2. Propose solutions. Understand what can make your customers feel more satisfied and make suggestions for your solutions.
3. Respect. Customers who complain often feel frustrated. Train your employees to show compassion when they receive complaints from customers and avoid merciless criticism. Instead, give them constructive responses.