2019年1月22日 星期二

客戶抱怨

客戶抱怨是每個面臨業務的客戶都必須在某個時間處理的問題。在零售業中,這可能一天發生數百次,而更注重業務對業務的公司不會像以前那樣頻繁地處理客戶抱怨。無論您收到多少客戶抱怨,都有一些方法可以處理這些抱怨,以確保客戶仍然是您的客戶,並再次向您訂購。
什麼是客戶抱怨?
當客戶打電話或發電子郵件手機短信告知他們的問題時,他們可能會對這種情況感到不安或生氣。
但是,投訴中的資訊對貴公司非常重要。投訴通常會描述問題根源的項目或服務、客戶遇到的困難以及客戶希望您採取什麼措施來解决問題。有時問題很簡單,例如,客戶上周購買了一件商品,但它不再有效,因此他們需要更換。但是,投訴可能很複雜,例如某個項目超出了保修或某個項目已被客戶修改,然後客戶提供的資訊對於您如何幫助客戶處理投訴非常重要。
時效性
當客戶提出投訴時,必須儘快確認、分析和解决投訴。
如果投訴處理得很快,並且客戶對解決方案很滿意,那麼這將導致未來更多的訂單。但是,如果投訴從一個部門傳遞到另一個部門,而很少或沒有傳達給客戶,那麼問題解决的時間越長,客戶滿意度越低,這可能導致客戶不再向貴公司訂貨。
為什麼客戶抱怨對您的商業很重要?
客戶抱怨對您的商業很重要,因為您有機會解决並糾正問題,確保不會發生在其他客戶身上,並確保為投訴客戶解决問題。如果客戶有問題並且提出投訴,那麼他們將繼續對您的公司持有負面意見,可能再也不會向您訂購,並且可以將他們的負面體驗告知其他客戶或潛在客戶,這可能會否定他們聽到的任何正面迴響。因此,為了避免這種潜在的負面迴響,您的客戶必須在出現問題時通知您的業務部門,以便能够快速、成功地解决問題。
市場調查發現,投訴產品或服務並成功處理投訴的客戶有70%可能再次從供應商處訂購。
此外,95%的客戶會給供應商第二次機會,如果他們及時和積極地處理投訴。
你的員工必須接受處理投訴的培訓
當客戶抱怨某個產品或服務時,與他們交談的第一位客戶服務人員必須對他們的問題作出回應。
如果客戶認為與他們交談的人輕蔑或不關心問題,那麼這會使問題升級因此無論您如何努力嘗試,客戶都不會滿意。
隨著社交媒體在公司行銷和推廣中發揮著更重要的作用,對投訴的最初反應感到不安的客戶可能會很快通知他們的社交網絡他們正在經歷什麼。這可能會讓成百上千的潛在客戶對你的公司產生負面的看法。
為了確保讓客戶覺得他們的投訴被認真對待,讓你的員工成為你與客戶的第一連絡人,擁有處理客戶投訴的正確技能至關重要。這可以通過電話、電子郵件、公司網站以及越來越多的社交媒體(如Facebook)實現。無論以何種方式提出客戶投訴,都必須確認連絡人並儘快成功地處理。
Customer complaints
Customer complaint is a problem that every customer facing business must deal with at some time. In retailing, this can happen hundreds of times a day, and companies that focus more on business do not deal with customer complaints as often as before. No matter how many customer complaints you receive, there are ways to deal with these complaints to ensure that the customer is still your customer and to order from you again.
What are customer complaints?
When customers call or email or mobile messages to inform them of their problems, they may feel uneasy or angry about the situation.
However, the information in the complaint is very important to your company. Complaints usually describe the project or service at the root of the problem, the difficulties the customer encounters, and what measures the customer wants you to take to solve the problem. Sometimes the problem is simple. For example, customers bought a product last week, but it is no longer valid, so they need to replace it. However, complaints can be complex, such as a project that exceeds the warranty or a project that has been modified by the customer, and then the information provided by the customer is very important for how you can help the customer deal with complaints.
Timeliness
When a customer makes a complaint, it must confirm, analyze and resolve the complaint as soon as possible.
If complaints are handled quickly and customers are satisfied with the solution, this will lead to more orders in the future. However, if the complaint is transmitted from one department to another, but rarely or not to the customer, the longer the problem is solved, the lower the customer satisfaction, which may lead to the customer no longer to order from your company.
Why is customer complaint important to your business?
Customer complaints are important to your business because you have the opportunity to solve and correct problems, to ensure that they do not happen to other customers, and to ensure that they solve problems for complaining customers. If customers have problems and complain, they will continue to have negative opinions about your company, may never order from you again, and can inform other customers or potential customers of their negative experiences, which may negate any positive response they hear. Therefore, in order to avoid this potential negative response, your customers must inform your business department when problems arise so that they can solve them quickly and successfully.
Market research found that 70% of customers who complain about products or services and successfully handle complaints may re-order from suppliers.
In addition, 95% of customers will give suppliers a second chance if they deal with complaints promptly and actively.
Your employees must be trained to handle complaints
When customers complain about a product or service, the first customer service person to talk to them must respond to their questions.
If the customer thinks the person they are talking to is contemptuous or indifferent to the problem, it will escalate the problem, so no matter how hard you try, the customer will not be satisfied.
As social media plays a more important role in corporate marketing and promotion, customers who are uncomfortable with the initial response to complaints may quickly inform their social networks what they are experiencing. This may cause hundreds of potential customers to have a negative view of your company.
In order to ensure that customers feel their complaints are taken seriously and that your employees become your first contact with customers, it is essential to have the right skills to handle customer complaints. This can be achieved by phone, e-mail, corporate websites, and more and more social media, such as Facebook. No matter how the customer complaints are filed, the contact must be identified and successfully dealt with as soon as possible.

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