Hi everybody!
The other day in our
English lesson, we have been talking about customer service. I will give you
some important tips how to deal with complaints.
·
Negotiations with
customers should always be a win-win situation. Try to find a solution that
both parties are satisfied.
·
When a customer is not
satisfied, do not make the mistake of thinking that ‘attack is the best form of
defence’.
·
Listen to your customer
attentively and try to respond his expectations.
·
Always focus your full
attention on your customer and give him an opportunity to make their point.
·
Don’t react immediately
and without thought. Take time to respond. Sum up the main parts of your
customers complaint and then give your own statements.
·
Avoid using phrases
starting with “you” this can be interpreted as an attack.
·
Instead of saying “I’m
sorry” choose expressions like “We very much regret the inconvenience caused be
…” or “I can understand that you feel that …, but …”.
·
Only focus on the facts
and not on feelings of anger or resentment.
If you obey this tips
your customers always will be satisfied because they have the positive feeling
that they have been taken seriously and that you are interested in their
well-being.
Regards
Jakob
