Attitude for Complaint Handling

* Customer complaints will basically be handled by store managers

* Be careful not to receive scolding from customers by wrong wording or customer service manner

It is a complaint from the customer that you experience once in the service industry.

If you make a mistake in dealing with customers’ offer, it will develop into big trouble.

The most important thing in case of complaints is to respond promptly with sincerity.

Also, if you perform insincerity responses or transferring the customer around to different agents, even a small complaint company will develop into a big problem.

If you can think how to best convince the complaint with mind that it is a mistake of the store side, the solution processing solution processing will easily to understand.

We will handle complaints keeping in mind 10 of the next complaint processing attitude.

1. It is the number one in priority

2. Calm down

3. Confirming the contents

4. Things to think from the customer's point of view

5. Understanding the content

6. No special handling

7. Does not quarrel or excuse

8. Change place

9. make it a promise

10. This is not somebody else's business

(1) Not all are malicious chronic complainer

There are only a few customers who complaints.

Many customers who have dissatisfied with the store will never visit again.

In that sense, we can also think that complaints will give us awareness of business improvement.

Occurrence of defective items / dissatisfaction with purchase assessment amount / staff's wording / attendance attitude etc. There are certain causes for complaints.

The important thing is to take the complaint seriously and analyze the cause rather than "out of place" and try to prevent recurrence.

If you make this correspondence wrong trust recovery will be hopeless.

(2) Store managers will respond to complaints

Various patterns are assumed for complaints, so basically change to the responsible person such as store managers.

3) To a practice that negative information worth more

Even though it was small and insufficient to take it, if there is a complaint, report it to the store manager for ask instructions.

The worst thing that the staff can not ignore complaints and do not notice anything without thinking of it is complaints.

No matter how small it is, share the complaints and not repeating the same problem is more important than anything.

(4) Listen to the last story as customer's position

Do not interrupt a while customer is speaking, we will make the customer easier to talk more.

First of all, figure out the facts of the complaint from the conversation with the customer. Listening to the story "What is dissatisfied with" What is the shortest way to solve is not to respond quickly and not out of the way.

If you hear the circumstances without interrupt the story and can confirm the facts that are the premise of the complaint from the customer, please apologize for the problem.