Understanding of user requirements and complaints: focusing on the core interests of users

The words we often hear: XXX. The real spam of this system cannot be used at all! As a result, you can see that everything is normal. but he said that he could not do it. You said that he may have a problem with his computer, and he will be impatient with you. I have met this case.

Once a Customer Service reported a problem with me, saying that I could not post, I stood by her seat and asked her to show me what the situation was, And everything she did was normal. Then I asked her to find the customer who reflected the problem and asked her to explain in detail how he operated and what error message was prompted. The man complained very impatiently about the spam of the system. The leaders told me how I could not send the spam, and then scolded and said how to operate the system and what error occurred. After he finished the description, I told the customer service staff that there was a network problem on his side, which should be caused by a failure to download a JS file. Then I told her what to say to the customer at the Customer Service side.
1 . Tell him about the problems caused by unstable networks over there. Close the browser and then clear the browser cache files;
2 I am very sorry for this problem. Do you want me to remotely help you?
3 . if I still cannot solve the problem, ask the customer service representative to ask our technical support to help you;

As a result, the communication between the customer service and customer service became more friendly and the problem was solved smoothly.

afterwards, I learned that most of the systems were used by people. The people complained to customer service and even complained about a small problem, I told the customer service that I would seize the opportunity in the future. He and his leadership came. You have to give him a compliment in front of his leadership, saying that he will change the problem if he works hard.

indeed, the customer service and I said that after such a meeting, his work attitude and speech were greatly improved, which was much better than the previous friends.

Chinese Culture: it is inconvenient for everyone to say something about it. Care about and take care of the interests they are concerned about and care about the personal interests of the operator. If you do not have any questions, you will be asked to get your teeth seed.