Cosmetics necklace treatment approximate buyer com

First,Lacoste Shua Lace Trainers, the analysis of customer complaints complaints
the customer, the poor quality of goods, services,Lacoste, and complaints are not satisfied with the result of a waste of time and stamina on both its psychological cause some repugnant. The store itself is due to customer complaints and decrease the customer's confidence, and even influence the prestige and revenue. Experience has shown that merely a small portion of the customers have complained about will be complaints, most of it is with less than the store to mart.
store customers like free advertising, but customers have a good experience, it will tell five other customers, but a bad experience, they may tell 10 customers. Therefore, by providing a high class of customer service, treat customers, and carefully deal every customer complaint, customer satisfaction, customer service go should be the marble pursuance of goals.
Second, the type of customer complaints complaints
1, the commodity itself, complaining
1, commodity prices: the price is up to the problem of many customer complaints, the maximum perplexing problem is the affair, but DD automotive supplies automotive supplies sales channels are basically manufacturer direct supply, the price has a quite mighty advantage, but does not rule out the plant exhibition in other places in the price impact for us.
2, production quality: product quality, nice or bad, and some tin no be found from the advent, often the purchaser to buy back products behind the finding of the subsistence of penniless quality.
3, degree of product integrity: case in point, to buy back the goods after the discovery of components is not complete, or that such retarded goods.
4, legal for goods: customers find the purchase of goods or on the shelves, containers of goods than the effective date.
5, identification of goods does not match: identity does not mate customer complaints, including imported Chinese merchandise are not accompanied by directions, the Chinese identified with the incipient date of industry ashore the packaging date of industry published on the merchandise does not mate the directions on the product packaging itself does not clear, there is not date of manufacture, use specifications or additional violations of
6, label: the price tag blurred or several labels.
7, price: identification of goods on the price and the price of brochures is incongruous.
8, out of stock: mutual accident of special products empty of. Good for sales, resulting in timely replenishment of goods sold is not the phenomenon, or the store does not sell the customer wants to buy.
2,Lacoste Radiate Croc Trainers, complained almost the quality of service complaint
1, poor staff attitude: for instance: ignore the requirements of the customer inquiries, responding a customer's intonation of impatience, perfunctory or insolent remarks and so on.
2, Purchasing Guide or misleading sales practices radical customer buying behavior.
3, Return does not meet customer requirements.
4, improper operation of money register operations: money register employees, unskilled, slow, logon error caused by overcharging of goods the purchase price,Lacoste Prep CB Trainers, less find the money to the customer, not looking for change to the customer, omissions degaussing, missing scan the customer's goods. Checkout line is too long or it takes too long to wait and so on.
5, absence of services: Customer requirements as yet distribution service, delivery service, for cash services, or other forms of more services, but can not be met.
6, unfit service operations: fill in stores such as providing customer service did not receive whichever feedback, or the customer's complaint can not be handled properly.
3, complain about the shopping environment complaints
1, safety complaint: customer shopping accidents accidental injuries, property theft; floor water more accessible slip; children's chances and so on.
2, hygiene complaints: store waste and improper waste disposal, resulting in the cache environment is poor or merchandise on the shelves of the fuel vessel, extravagant dust, ground with litter binaries, debris, etc., lavatory nasty and so on.
3, other environmental complaints: If sound is too loud and so on.
3, the customer complaint handling principles and procedures
1, customer complaints handling principles
1, listen to the principle: patiently, calmly, without interrupting the customer's statement, listening to customer dissatisfaction and claims.
2, the principle of satisfaction: this is the 1st dealing with the principles of customer complaints. The ultimate goal of handling customer complaints is not the solution or the interests of nourishing stores, ending its relationship to customers experiencing this problem decided is willing to re-visit cafeteria, the principles and notions of customer complaints should be handled throughout the plenary process.
3, rapidly principles: to quickly solve the problem, whether you exceed their processing among the range of the need to discuss higher management, yet too the solution to the problem promptly notify the customer, can not let customers await also long.
4, the conviction of fairness: while dealing with complicated customer grumbles, ought be just and careful treatment, well-founded to argue the customer, and alike stores for far as possible with reference to the past or the train of dealing with such issues be handled.
5, thanks principles: the end of handling, must be made in person or call and thank customers for their understanding.
2, customer complaints handling process
customer complaints face to face customer tel complaints
∨ ∨
listening to customers to talk to listen to customers to talk
∨ ∨
sympathy ; compassion
∨ ∨
inquire the customer ; query the customer
∨ ∨
intend a solution leave the customer contact tel
∨ ∨
accession ; to solve the problem
∨ ∨
thank the customer replies, thank the customer
Fourth, the basic means of handling customer complaints and techniques
1, the process of basic methods and techniques
1), when hearing to customers to speak
A, a positive proactive attitude.
B, with a smile.
C, tranquility mood and the right Speed ​​tone.
D,Lacoste Gravitate Trainers, listened cautiously to customer complaints, do not miss the details, confirm the problem.
E, let the customer vent their emotions first.
F, do not interrupt the customer's expression.
2), expressed sympathy
A, use their manners tone to solace each other
B, standing in the customer's location for the sake of each other
C, expressed knowing of customer behavior.
D, take the initiative to record details of complaints
3), ask the customer
A, said the focus of repeat customers, to validation whether the customer understood the meaning and intention.
B, to understand the signification and purpose of the customer.
C, to understand the focus of complaints, thinking of the seriousness of complaints. Have learned to acquaint the customer the problem and accustomed the problem can be solved.

2, customer complaint handling practices should be avoided
1), anxious or disinclined to face the viewpoint of admission
A, with customer discussions, intense dispute, agitation.
B, picky customers bad attitude, speaking bluntly.
C, directly rejected the customer or the navel of act other things
2), off the log, let the customer jot through
A, that there does not assist customers.
B, there is no respect for the customer's language behavior
C, intensifying conflicts
3), repeated too many times
A, the processing time is too long.
B, hesitant, undecided.
C, alarm of difficulty, half-way deal with the problem over to somebody else.
D, did not understand the customer's regional language.
5, customer complaint handling summary
1, customer complaint trailing
both in person to the store to customer complaints or calls of complaints,Lacoste Camden Trainers, the presence of workers to deal with when they must make a record, each record must be follow-up is completed, which reflects the basic principles of respect for the customer. Manager or collaborator manager must outlook each customer complaint records, and extra than one daytime to be concerned about the unresolved issues.
2, a weekly summary of customer complaints
newspaper synopsis of customer complaints, customer complaints occasioned brief assorted causes, listed the quantity of compensation.
3, the customer complaint on summary
journal morning appointment or Zhou Huishan fixed share customer service message, principally when dealing with customer complaints experience and courses learned, so that everybody knows how to deal with customer complaints and problems dealing with customer complaints to master skills .
6, purchaser law training: