|
When a customer complains, it' s important to be sympathetic, but businesslike as well. Do apologise, of course, and then, taking a personal interest in the way the equipment will be used. Suggest a newer, more recent model rather than simply replacing the original one. This is often a good solution, because it not only deals with the complaint, but also the client feels they' ve got away with a bit extra to make up for the inconvenience. I don' t think all complaints can be dealt with in the same way. Basically, you' ve got to solve the immediate problem to try to keep the customer' s confidence. Sometimes guaranteeing your product for a longer period can be a good way to do this. Fix what' s wrong as quickly as possible and show you' re prepared to do so a second time if necessary. Point out that the customer won' t have any worries, at least not until they need an upgrade. It' s a good idea to let the customer know why there' s been a problem. It shows you are prepared to be honest, and you might win a bit of sympathy. They realise that things don' t always go right for the supplier either. But the most satisfactory thing to do is to offer a refund. Then, of course, they are more likely to deal with you again when they need a replacement. |
|
dāng kè hù tóu sù shí, tóng qíng hěn zhòng yào, dāng rán gōng sī yě xū yào dào qiàn, rán hòu, bǎ gè rén lì yì kǎo lǜ dào yí qì de shǐ yòng fāng shì zhōng, jiàn yì kè hù tiāo xuǎn yí gè gēng xīn de, zuì xīn de de chǎn pǐn yào bǐ zhī qián de nà gè gèng hǎo. zhè tōng cháng shì yí gè hěn hǎo de jiě jué fāng àn, yīn wèi zhè bù jǐn jiě jué le tóu sù, ér qiě ràng kè hù gǎn jué tā men yǒu xìng de dào le fāng biàn de bǔ cháng. wǒ bù rèn wéi suǒ yǒu de tóu sù dōu néng yòng tóng yī zhǒng jiě jué fāng fǎ lái jiě jué. tōng cháng, nǐ yào lì kè jiě jué wèn tí lái wěn zhù gù kè de xìn xīn. yǒu de shí hòu, bǎo xiū qī zhǎng de chǎn pǐn shì yí gè bǐ jiào hǎo de jiě jué fāng fǎ, zhè yàng nǐ néng jǐn kuài jiě jué wèn tí, ér qiě xiǎn shì chū jí shǐ xià yī cì chū xiàn tóng yàng de qíng kuàng, nǐ yě yǒu zhǔn bèi. zhǐ chū zhì shǎo kè hù zài xià cì chǎn pǐn gēng xīn qián dōu bù xū yào dān xīn chǎn pǐn zài chū xiàn rèn hé de wèn tí. ràng kè hù liǎo jiě wèi shí me huì chū xiàn wèn tí shì yí gè hěn hǎo de fāng fǎ, zhè jiāng xiǎn shì chū nǐ hěn chéng shí duì dài wèn tí, ér qiě nǐ kě néng hái huì yíng de yī xiē tóng qíng. tā men huì yì shí dào yǒu shí hou shì qíng bìng zǒng shì cháo gōng yìng shāng suǒ xiǎng de fāng xiàng zǒu. dàn zuì lìng gù kè gāo xìng de jiù shì tuì kuǎn. dāng rán, dāng tā men xū yào gēng huàn xīn de chǎn pǐn shì, tā men huì lè yì gèng nǐ zài cì hé zuò. |