Methods of dealing with owners' complaints by property customer service

20 17 methods of handling owners' complaints by property customer service

In life, owners are thoughtful. If they are thoughtful, there will be differences in understanding and handling things. In the process of serving customers, it is impossible to hear all the compliments, and it is inevitable to encounter complaints. Then, as an excellent service staff, how to handle the complaints of the owners skillfully?

Summary: Six solutions to owners' complaints? Words? Listen, agree, ask, do, discuss and thank you.

listen to

basic skill

(1) Do not evade or reject the complaints of business households;

(2) Smile and look straight into the eyes of the business owner (if you are on the phone, put down what you are doing and listen quietly);

(3) Keep calm and listen silently;

(4) Any business owner can vent his emotions without interrupting the business owner's statement;

(5) Listen carefully, without missing details, and summarize the core of the complaint;

(6) Do not discuss or argue.

Practices that must be avoided

(1) Emotional conflict, ugly face;

(2) impatient and absent-minded;

(3) Disputes, heated discussions and emotional excitement with the same business owner;

(4) critical entrepreneurs have a bad attitude and speak strangely;

(5) directly refusing the business owner or doing other things or answering the phone halfway;

(6) defend yourself;

Business owners will definitely add their own feelings when they complain. When you are not so rational, you may say something irrational or rude at any time. Therefore, customer service should not argue with the owner of the complaint and be reasonable. Some owners complain, just want to vent their dissatisfaction and get a psychological balance. What about customer service? Listen patiently? Most importantly, listening will let you know the real intention of the host, listen to understand the personality characteristics of the host, and find the correct way to solve the complaint problem.

the same

basic skill

(1) Agree to the complaint of the business owner;

(2) Make good use of friendly tone to comfort each other and stabilize the excited mood of business owners;

(3) imagine for each other from the standpoint of business households;

(4) Understand the behavior of business households;

(5) Accepting complaints with an open mind;

(6) Take the initiative to record the details of complaints.

Practices that must be avoided

(1) refute the operator's complaint; .

(2) Don't keep records and let things develop;

(3) that can't help business households.

(4) There are verbal behaviors that do not respect the host.

(5) trying to find fault and intensify contradictions.

(6) show impatience or sarcasm.

Complaints to business owners must first be understood and recognized. Accept it with humility? Business households should correct their complaints and encourage them if they have no complaints. Only by thinking from the perspective of business operators can we solve contradictions and find ways to eliminate these complaints. Any excuses and exclusions are not conducive to solving the complaints of business households.

ask

basic skill

(1) Ask more why;

(2) Even if there is an answer, it needs the affirmation of the business owner. For example: What did you say?

(3) Repeat the main points put forward by the business owner and confirm whether you understand the meaning and purpose of the business owner;

(4) Understand the key points of complaints, and focus on the key points;

(5) Ask while thinking, listen and ask;

(6) The questions asked actually contain the answers.

Practices that must be avoided

(1) The question is rambling and has no theme;

(2) The same question is repeated too much;

(3) The problem is puzzling and grandstanding;

(4) Ask yourself, but don't ask the business owner;

(5) hand over the problem to others halfway;

(6) The problem involves the privacy of business households.

In the face of complaints, customer service is often in a passive position. In order to change passivity into initiative and scientifically solve the problem of complaints from business households, customer service needs to understand the motivation and nature of complaints from business households. Before asking questions, customer service needs to think carefully, rather than asking questions randomly in an emergency. The purpose of customer service problem is to solve the problem of complaints from business households.

do

basic skill

(1) Analyze specific problems and solve complaints scientifically according to actual conditions;

(2) Avoid being complained by employees, talk about the facts, explain patiently, and handle with reference to company policies and regulations and national laws and regulations;

(3) Handling complaints should be fair and reasonable;

(4) beyond the scope of authority, customer service should explain to the operator and ask for instructions from the superior in time;

(5) If it is indeed a customer service mistake, deal with it early;

(6) If it can't be handled temporarily, you can record the matter in detail, leave the contact number of the owner, and promise to reply as soon as possible (the promised thing must be done).

Practices that must be avoided

(1) all talk and no practice;

(2) rigid dogma, completely in accordance with the company's policy system;

(3) blindly meet the requirements of business households and give unreasonable commitments;

(4) Push the problem to others;

(5) No handling authority, no report, causing dissatisfaction among business owners;

(6) indecision and careless handling.

This is the most critical step to truly solve the complaint problem. Only by effectively and properly solving the problems of business households can we complete the handling of this complaint.

discuss

basic skill

(1) Know yourself and take the initiative in negotiation;

(2) When negotiating, the villain is the first and the gentleman is the second;

(3) Let the business owners put forward solutions first, and then negotiate;

(4) Emotional guidance for entrepreneurs also needs accurate, vivid and infectious expression ability;

(5) show that there is enough strength to solve the problem;

(6) Quickly implement the solution agreed by the owner.

Practices that must be avoided

(1) make blind concessions and fully accept the owner's plan;

(2) stick to it? The master is always right? Principle;

(3) Negotiate without knowing the real needs of the owner;

(4) losing one's position;

(5) stick to your own opinions;

(6) Didn't follow this matter to the end.

Consultation with customers is the core stage of the whole complaint process. In the process of negotiation, customer service has the obligation to safeguard the interests of the company, to know the available cards, to have rich knowledge, to master psychology, to firmly grasp the initiative of negotiation, to show sincerity and confidence, and to show that you have enough strength to solve the problem. The basis of negotiation is law and reason, the villain comes first and the gentleman comes last. Don't give in blindly, you must maintain your position and ensure the satisfaction of the owners.

thank

basic skill

(1) Sincerity, no affectation, no hypocrisy;

(2) Thank the owner for his criticism;

(3) Sincerely apologize;

(4) Care with your heart and calm tone;

(5) indicating that the work will be improved in the future;

Practices that must be avoided

(1) Thank the owner simply;

(2) Thank you very much;

(3) reluctantly apologize;

(4) Apologize while complaining;

(5) showing indifference or disgust to dissatisfied owners;

(6) Gratitude alone cannot solve practical problems.

Regardless of whether the responsibility lies with the owner, the customer service should sincerely apologize to the owner, thank the owner for his questions, and strive to make the owner feel valued. When thanking, be sincere; Complaints are not perfunctory and do not delay; When solving problems, we must make the owners feel sincere.

;