In the process of service, making mistakes is not terrible. The terrible thing is that you don't pay attention to this mistake!

Why are your customers getting less and less? Why do you know that the customer is dissatisfied, but you don't know where the customer is dissatisfied?

Because you didn't pay attention! You don't pay attention to customers' feelings and suggestions! Because you made a mistake in the service process, but you didn't know it!

"People are not sages, to err is human." We may have inadvertently made a mistake in the service process, but we must pay attention to this mistake, show our customers that we have the sincerity to correct it, and do our best to eliminate customers' dissatisfaction and regain their trust.

Concern is an affirmation of one thing and a self-identification of a value. In daily life, we all hope to get the attention of our parents, teachers and classmates. Customers come to express their dissatisfaction, but also hope that their opinions will be taken seriously and their needs will be met, which is also a great affirmation to them.

Therefore, when customers come to us to express their dissatisfaction, we must pay attention to it. We must pay attention to this customer and pay attention to this customer's dissatisfaction. As long as he thinks you value him and knows that you are serious about solving their problems, then his dissatisfaction can be resolved.

It's not that the customer was dissatisfied with our service and failed this time. We have the possibility of recovery. We should deal with customers' dissatisfaction carefully. There may be some twists and turns in the service process, but as long as the customer finally leaves with a smile, we are successful.

Customers don't find fault for no reason, they just want to find a solution.

In fact, in a test, we found that most customers did not express their dissatisfaction to us at any time as we thought. They usually take their dissatisfaction away and spread it around. So your customers are getting less and less!

Only a few customers will express dissatisfaction, and some of our service personnel think these customers are very picky. They will say, "Many people don't complain. What are you complaining about? " This will only aggravate the customer's dissatisfaction, because you didn't pay attention to the customer's dissatisfaction, but put the fault on the customer, and the customer failed to complain, "I can't afford to hide from you?"

Do you think they will come again next time?

Therefore, in the service, in the face of customer dissatisfaction, we should regard this as a kind of wealth, a kind of help that can improve our service quality, and we must pay full attention to it and try our best to resolve it.

Therefore, we must pay attention to customer dissatisfaction! Pay attention again!

[case study]

Miss Lin took a fancy to a white trench coat with epaulettes in a clothing store. When she finally bought it, the clerk took a new one. Teacher Lin opened it and took it away.

The next day, teacher Lin came over angrily and asked to change clothes. It turns out that these two clothes are the same in style and color, one with epaulettes and the other without epaulettes. Miss Lin likes that epaulettes.

The clerk checked it and casually said, "I didn't have that yesterday, but someone else bought it last night."

Teacher Lin said, "You have to change it for me anyway. Aren't you liars? "

The clerk was also very angry and said, "Isn't it all the same? What is the difference? I've never seen you so picky. That's gone, I can't buy it if I want to buy it. "

Miss Lin was very angry and asked for a refund.

At this time, the boss came back and asked what happened. Miss Lin said, "You gave me the wrong clothes. This is not the dress I want to buy. If you are out of stock now, I can wait, but I just want that dress. If you don't, I will refund the money. "

The shop assistant said, "That dress is not much different. She's just looking for trouble. "

The boss turned to scold the clerk first: "How can you treat customers like this? What kind of service attitude do you have when customers pay for what they want? "

The clerk argued, "What's the difference? Isn't it just a dress? "

The boss is even angrier: "That also needs to give customers what they want."

Turning around, the boss apologized to Miss Lin again: "I'm really sorry for the trouble. This shop assistant is not sensible. I'll change it for you right away. "

"Isn't it out of stock?"

"Then you can come back tomorrow and we'll pick up the goods. I'm really sorry for the trouble. "

The next day, sure enough, Miss Lin changed the clothes she wanted. The boss apologized again, and Miss Lin also said that it didn't matter and left with satisfaction.

After that, Miss Lin went to this clothing store many times to buy clothes, recommended this store to her friends many times, and praised the boss for his good service attitude. Naturally, the business of the clothing store is getting better and better.

In the above case, the customer's dissatisfaction is actually easy to solve, but the clerk didn't pay enough attention to it, which led to the bigger the trouble and almost fell out. The way the clerk handled it was very inappropriate. Instead of solving customers' dissatisfaction, he defends customers' problems and shows disdain, which will make customers more dissatisfied.

In the eyes of employees, this is just a trivial matter. He didn't care too much about the customer's dissatisfaction, he just perfunctory.

And the clothing store owner handled it very well.

Facing the customer's dissatisfaction, he didn't defend first, but listened. He should know the customer's dissatisfaction first, instead of rushing to prove himself right.

The next step is to condemn employees' mistakes, affirm customers' positions, take care of customers' feelings and pay attention to customers' dissatisfaction.

He makes customers feel that their demands are reasonable and will be met, so their problems will not be so sharp.

Then he just apologized, sincerely apologized, apologized again and again, and gave satisfactory service. Who wants to make a sincere smile? The first time, the customer's dissatisfaction will disappear by more than half, the second time, the customer's dissatisfaction may disappear completely, and the third time, he will win back the customer's trust and successfully recover the loss. [Skillful touch of gold]

In fact, when customers buy services, they buy a feeling, a feeling of being valued and a feeling of becoming a VIP. If they spend money on services, they will be ignored. Who will continue to buy them?

"Customer is God", we must believe and follow this sentence and serve customers wholeheartedly. If customers are dissatisfied with us, even if it is only a small complaint, we should pay attention to it, and never ignore it as a trivial matter.

When customers come to express their dissatisfaction, you should first show that you attach great importance to it. Customers will forgive your mistake to a great extent and think it is just an unintentional mistake, but if you don't pay attention to it, customers will be completely disappointed and even more dissatisfied.

How can we pay attention to customer dissatisfaction?

First, we should take care of customers' feelings. When customers come to tell us their dissatisfaction, we should not just defend from our own point of view, but should first listen to their complaints, know where their dissatisfaction lies and understand their complaints. Only in this way will customers believe you.

Second, we want to apologize. No matter what causes the customer's dissatisfaction, since the customer is not satisfied, it must be that our service is not thoughtful enough. After listening to the customer's dissatisfaction, we must apologize for our poor service.

Third, be sincere. Apologize must be sincere, and you can't be cynical, otherwise you will be dissatisfied and feel wronged. Be sure to express sincere apologies to customers and win their forgiveness as much as possible.

Fourth, regard every customer as God. "Customer is God" originally reflects the attention to customers, only to customers. You will be perfect for yourself, you will pay attention to customers' dissatisfaction, and you will solve problems seriously.

When the fault has occurred, in the face of customers' complaints, complaints and suggestions, we must pay full attention to it, solve customers' troubles, be sincere and calm, and recover losses, so as to win customers' hearts again.