How is the customer's extreme dissatisfaction produced? view the quality of after-sales service from the perspective of a customer and technical support [comment]

If you don't understand what I'm talking about, read the Narrative: http://www.cnblogs.com/tonyqus/archive/2006/12/05/583305.html

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These two Customer Services are really unprofessional (it is not clear whether they are one or two), whether it is polite language, service attitude, service quality, each item is seriously substandard.

First, it is polite. When starting a call, you should at least say hello to the customer, indicating that the call has been connected, but the customer service does not make a sound there. The other is to use "you" to speak to the customer. Although this is a bit harsh, the effect of this operation in the customer service is yes, and the customer will feel the due respect.

Next, let's talk about the service attitude. The service attitude is mainly reflected in the tone. A calm tone will make the customer feel that you do not pay attention to it. Of course, this is my personal opinion, some people may think this is a result of danger. In my opinion, if you are too calm, it means that such a situation often happens. You are no stranger to it, and the customer will be satisfied. An appropriate expression of surprise can give a suggestion to the customer, indicating that such a thing rarely happens. An appropriate increase in tone means that you attach great importance to it. In addition, I am not familiar with this incident. Since you are not correct, at least I should say sorry. I didn't hear it on two phones. At least you can say, "Oh, sorry, this is something that our service cannot be done properly. If there is no such sentence, the customer will not be recognized. It is a bit like the customer has done something wrong, and he is admitting the mistake to him, khan ~~~~.

Now let's talk about the service quality. The service quality mainly involves the service content, that is, satisfying the customer's needs. My demand for this is actually very simple-you provide me with on-site replacement services. Some people may think that, since the company has no door-to-door replacement and only the door-to-door return service, the customer service is correct, right, and right, but will the customer be satisfied ?! Of course not, unless the customer's mind goes deep, huh, huh. At this time, many people will think that the customer service is doing the right thing and should help the customer explain the reasons, but have you ever considered it? The customer is already upset. If your reasons are not convincing, the customer won't listen at all, not to mention the reason why the customer accepts your exchange and return is so "clear. The correct method is to stop unnecessary explanations and find a valid workaround (that is, an alternative), which is what the customer wants. In this service, there is actually a good workaround, that is, the one I mentioned later -- I directly requested a return. I am concerned that your exchange process is too long and the risk is very high. In case of any problem in the middle of the process, it may delay the time for obtaining the book, so of course I am not satisfied. As a customer service, you should understand the customer's intentions. Although the customer did not say anything, you should understand the analysis in terms of tone and words. However, from the beginning to the end, he did not consider the problem from my perspective at all. It gave me the feeling that you did something wrong and were still trying to judge it, I thought it was the customer service. At the end of the day, I will find a solution by myself.

In this service, I think the most noteworthy point is that the most taboo point of customer service is that he should not simply explain a conclusion that is not accepted by the customer, what's more, this conclusion is unreasonable. If it is reasonable, it can be discussed. The correct way is to avoid mentioning what the customer has already felt uncomfortable. This will only make the customer more uncomfortable, and more cater to the customer's tone. Even if you scold your company, you should also cater to it as appropriate, rest assured that a good boss will not scold you.

Also, never think about what the customer should do. Since the customer asks you to return the service, it must have been uncomfortable. You still ask him to do that, he doesn't tell your boss that it's very polite.