first Understand the complaint. Before answering an angry client, show that you understand the client's problem. If the client has explained his complaints, he just needs to repeat the problem and find a solution. If the customer complains in writing, bring up the customer's word to show that he has read his complaint thoroughly. Enter all relevant information for the customer in question, such as your purchase date, account number, past contact with customer service, and so on. If you still can not understand the problem, read Font 2.
2nd Ask for clarification. An angry client might not be able to write his complaint clearly. Can you ask the customer to clarify the problem: whether the customer has received a defective product or has the customer got bad products? You can also ask how the client wants to solve the problem. Does the customer want to replace the product or return the money? If you can not clarify the problem and offer the right solution, it will shake the client better.
3rd You can customize the answer with the customer. An angry client will not be able to cool off if he feels nobody can hear his complaint. Answer with "Dear Customer, Thank you for your letter, we will solve the problem and we will be happy to hear from you." Therefore, send a personal letter to convince them that their complaints have been clearly recorded. Always use the customer's name and remember your gender and addresses. Repeat the information from your company and integrate it with the message. "We are proud that you have chosen us for six years and we still want to serve as a valuable customer." You can customize your message with your name. The client must know that there is a man trying to solve his problem.
4th Tell me to fix the problem as soon as possible. An angry client only needs specific steps. So you have to give me how you will solve this angry client. If the solution is complex, discontinue those that are understandable. If possible, indicate if the problem is resolved. "We will send you your new order tonight and will be delivered to you at 10 o'clock. Or "Now check your order for what happened".
5th If you send a good message, tell me first. If you can make the customer happy, first give the good message and show empathy. Good news: "We will refund your money with pleasure as you requested." Empathy: "We fully understand the frustration, because at Christmas you got your Christmas gift." However, if you do not know how to make the client happy, because you do not have to tell the customer, first show your empathy and send the "bad news". Empathy: "We understand your frustration, because after Christmas you got the Christmas gift." Bad news: "We can not repay the money because our order has passed since the last date of the product warranty."
6th Use positive and polite sounds. You may want to be tempted to use heavy-duty thick customer complaints when you use a similar hard sound: "You have discharged the camera and are not covered by the product warranty." Do not try to make the problem worse with the wrong voice because more angry responses are received. Use polite and positive words: "The camera seems to be defective because it has been dropped and we regret that we can not replace it because the warranty covers only losses due to manufacturing errors."
7th Avoid Customer's Blame. Try replacing all the words "You" with the words "I" or "we". Do not say or write "We can not process your order because you did not mention your address on the order form." Say or write: "We can not process your order because we do not have the title."
8th Describe the customer's frustrations. Perhaps the customer's problem is not your business, or maybe you can not solve the problem. But you can imagine your client's frustration. Empathize with the client: "We know that whatever caused the server to malfunction, it has already caused problems in its office."
ninth Forgive me if you made a mistake. When the company made a mistake, apologize. Your apology is specific. Do not say, "We are sorry you were disturbed by your credit request." Instead, he says, "We apologize for making an incorrect date for your app, and we'll change this bug instantly."
10th Enjoy your customers with some valuable offerings. If your company's policy allows you to offer discounts, products, or gifts to angry customers, you can say "We'll give you a 50 percent discount when you buy a new camera." Written complaints from the client are more difficult to handle. You will not be able to listen or see the customer. It is still very important to handle the complaint professionally.
Source by sbobet