5. Handling of customer complaints Every gust's experience is not problem free . Customers don't expect you to be absolute or perfect.Somewhat they do expect you to fix things when they go wrong. Listen completely Give them your complete attention. Don't multi-task.Don't "half- listen". Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them. 2. Let them vent. Don't interrupt. Don t explain, defend or justify.They don't care why the problem occurred and they don't want your side of the story. They are angry and they want to vent,so let them. 3. Apologize and mean it. This is often hard especially if you did not cause the problem. When you apologize in this situation you are not necessarily taking blame for causing the problem. You are apologizing for the customer having a bad experience. Put yourself in their shoes. Be sincere. 4. Ask them how you can make things right. Then do more. Too many employees have either no response to complaints or a generic, stock response , like taking money off the bill. But those risks

Question

5. Handling of customer complaints Every gust's experience is not problem free . Customers don't expect you to be absolute or perfect.Somewhat they do expect you to fix things when they go wrong. Listen completely Give them your complete attention. Don't multi-task.Don't "half- listen". Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them. 2. Let them vent. Don't interrupt. Don t explain, defend or justify.They don't care why the problem occurred and they don't want your side of the story. They are angry and they want to vent,so let them. 3. Apologize and mean it. This is often hard especially if you did not cause the problem. When you apologize in this situation you are not necessarily taking blame for causing the problem. You are apologizing for the customer having a bad experience. Put yourself in their shoes. Be sincere. 4. Ask them how you can make things right. Then do more. Too many employees have either no response to complaints or a generic, stock response , like taking money off the bill. But those risks

Answer 1

The correct answer is:4. Ask them how you can make things right. Then do more.Explanation: When handling customer complaints, it is important to actively seek solutions from the customer by asking them how you can make things right. This shows that you value their feedback and are committed to resolving the issue. Additionally, it is crucial to take action and go above and beyond to ensure customer satisfaction. Simply offering a generic response or a monetary discount may not address the root cause of the problem. By asking the customer for suggestions and implementing effective solutions, you demonstrate your dedication to providing excellent customer service and maintaining a positive relationship with your customers.

Soru

Çözüm

Cevap