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.

不要只會取巧討好客戶

許多經理人因為感到很費勁，通常不用心在去考慮客戶未來的需求，反而回過來做一些取巧討好客戶的各種動作。但是，如此做，只會浪費你的時間與精力。事實上，客戶只需要能夠解決他們面臨的問題的簡單而快速的解決方案，並且能夠防範未來問題的發生。

以下，是面對客訴所應該要有的態度：

1. 防範客訴的發生。客戶會對於問題遲遲不能夠得到解決而生氣。你不要只解決當前的問題，而要同時關注潛在可能發生的問題。
2. 好好運用客訴。好好分析客訴內容，找到客戶最關切的主要問題源頭。你必須找到你如何能夠讓你的解決方案讓自己與客戶做出差異，有所改變。
3. 關注客訴處理的品質。你必須在回應速度與解決方案的品質上做出平衡。若是你太過于重視“平均回應時間”，則可能忽視到客戶關切的真正重點。

Don't just flatter your customers

Many managers, who feel laborious, usually don't think carefully about the future needs of their customers, but instead go back and do all kinds of tricks to please them. But doing so will only waste your time and energy. In fact, customers only need simple and fast solutions to the problems they face, and can prevent future problems.

Following are the attitudes that should be taken in the face of customer complaints:

1. Prevent the occurrence of customer complaints. Customers will be angry at the delay in solving the problem. You should not only solve current problems, but also pay attention to potential problems.
2. Make good use of customer complaint. Make a thorough analysis of the content of the complaint and find the source of the main problems that customers are most concerned about. You have to find out how you can make your solutions different and different from your customers.
3. Focus on the quality of customer complaint processing. You have to balance the speed of response with the quality of the solution. If you pay too much attention to "average response time", you may overlook the real focus of customer concerns.