Good Customer Service Experience - How To Deal With A Difficult Customer

Creating a Good Customer Service Experience

处理难相处的客户可能很有挑战性，但掌握赢得客户忠诚度所需的谈判技巧是非常值得的。

When they're satisfied with the way you handle their complaints, they can also be among your biggest sources of referrals.

提供良好的客户服务困难的客户tomer or client can feel like walking a diplomatic tightrope.

But if you handle a customer's complaint the right way, you can turn the situation around and even turn that person into a loyal customer.

以下是一些在面对困难客户时可以帮助您的技巧：

Don't Take It Personally

How you handle the first contact with a dissatisfied customer is critical to diffusing the situation.

如果一个顾客或客户以敌对的态度接近你，发出声音，那他在那一刻并没有把你看作一个个体——只是把你看作你公司的代表。

尽量保持客观，不要把它当回事。

If your first reaction is to become defensive, you're already well on your way to losing control of the situation.

让他先说，然后听。

Try Honestly To See Things From Your Customer's Point Of View

尊重客户的意见。

Whether he's justified or not in being upset, it's important to put yourself in your customer's shoes for a moment.

Use phrases like, "I can certainly understand why you'd feel that way."

作为一个不满意的客户，利用自己的经验。

你要求解决投诉的方式可能更为圆滑，但你确实希望得到尊重和认真对待。

如果你能为你的难相处的客户做到这一点，在大多数情况下，他会在这一点上开始冷静下来。

Call Attention To A Customer's Mistake Indirectly

It's seldom a good idea to directly tell anyone that they're wrong.

这样的直接指责会导致尴尬，产生怨恨，使某人的态度变得强硬，并使你谈话的人不太可能愿意听你说的话。

如果你认为你的客户或客户犯了错误，那么从“嗯，我不这么认为，但我可能错了”这样的短语开始。

Let's look at this together." Being willing to admit that you could be wrong will make it easier for your customer to admit that he might be wrong, too.

Even if you know for a certainty that he's wrong, begin by using diplomacy so that your customer can 'save face' if he's proven wrong.

If he feels humiliated, you've probably lost any chance for future business with him.

如果你错了，就承认吧

If you or someone at your company has made a mistake, admit it and apologise, sincerely and in no uncertain terms.

If you've missed a deadline, mixed up an order or delivered a product or service below your usual standards, there really is no acceptable excuse to a customer who was depending on you.

If you agree that your client has a right to be upset, you've effectively removed any grounds for argument and you can begin to negotiate a resolution.

When a customer complains, sometimes what they're really saying is, "How are you going to make this right?" In effect, they're giving you another chance.

The customer you've truly lost is the one who doesn't complain, but simply never returns.