أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
First of all listen to your customer carefully and try to give them atleast resolution time don't leave them without any given timelines or in vague situation
The first and foremost question one needs to ask themselves when answering a question like this, is why was the customer unhappy, in the first place? Is it because of the service experienced or the quality of the product which he or she has purchased?
Understanding this core reason should be the base of the resolution.
Furthermore, we need to understand the customer. People are individual in how they are and how they express themselves. Sometimes, a simply, I AM SORRY, will be enough for a customer to accept, however, in other instances, a customer will want a more detailed solution, such as a refund, or having a manager or senior business colleague speak with them.
Let us also keep in mind the two types of customers, I.E. face to face customers and callers, with the former being able to disrupt the business with other patrons present. Although, with that said, Social media is always flowing with complaints and has a mass public reach.
Whatever the situation may be, we need to ensure the customer is appropriately spoken with and their challenge, promptly resolved. Remember, the cost of acquiring a new customer is much more then keeping an existing customer. The key message here, is HELP THE CUSTOMER FIRST, AND THEN WORRY ABOUT THE BACK END, INTERNALLY DYNAMICS OF THE SOLUTION.
communication, confidence and having fun doing what you do.
-Any customer need to feel individual treatment ,
-First you need to invite him/her to set and asking to relax with confident that everything will be Ok! and you are their to solve his/her problem and be sure that will not be any issue ,
-listen carefully to his concern and he need to feel that you really listen ,
-Never cut him/her while talking,
Asking permission to note down his concern
try to find the best service recovery for the issue with minimal of cost and reflect positive to your customer
promises that management will to the best to not let the issue repeated
-Follow up is the most important point for each customer (courtesy call ,email .....)to assure the issue solved and customer is happy
you must deal with customers issue or complaint as your
own issue , and you must put yourself on customer shoes and try to act according to that.
