顾客就是上帝

• Regards, • Dennis ------------态度决定一切
总结
• • • • • • 1、公平交易心理 2、平衡心理 3、被受尊重、关注心理 4、服务=关心 关心就是服务 l、感谢顾客的抱怨。顾客向你投诉，使你有机会知道他的不满，并设法予以解决。这样不仅 可以赢得一个顾客，而且可以避免他向亲友倾诉，造成更大的伤害。 2、仔细倾听，找出抱怨所在。要尽量让顾客畅所欲言，把所有的怨愤发泄出来。这样，既 可以使顾客心理平衡，又可以知道问题所在如果急急忙忙打断顾客的话为自己辩解，无疑是 火上浇油。 3、收集资料，找出事实。处理顾客抱怨的原则是：站在客观的立场上，找出事实的真相， 公平处理。顾客的抱怨可能有夸大的地方，要收集有关资料，设法找出事实真相。 4、征求顾客的意见。一般来说，顾客的投诉大都属于情绪上的不满，由于你的重视，同情 与了解，不满就会得到充分渲泄，怒气消失。这时顾客就可以毫无所求，也可能仅仅是象征 性地要一点补偿，棘手的抱怨就可圆满解决。 5、迅速采取补偿行动。拖延处理会导致顾客产生新的抱怨。
销售始于售后
• “真正的销售始于售后”，其含义就是，在成 交之后，推销员能够关心顾客，向顾客提供良 好的服务，既能够保住老顾客，又能够吸引新 顾客。你的服务令顾客满意，顾客就会再次光 临，并且会给你推荐新的顾客。“你忘记顾客， 顾客也会忘记你” • 在成交之后，继续不断地关心顾客，了解他们 对产品的满意程度，虚心听取他们的意见，对 产品和推销过程中存在的问题，采取积极的弥 补措施，防止失去顾客。与顾客保持密切的关 系，可以战胜所有的竞争对手。
售后服务与客户距离最近的地方是 什么？
-----客户心理
案例-分析顾客心理
• 背景：追踪号显示客人收到货，但客人没 有收到。 • I know what it says, i have checked it many times. It says that i have received it, but i did not.（感到不公平） That is why i have left negative feedback. I have asked for help in this matter （希望被受关注他的问题） but nobody will believe that i did not get it（无奈，希望被了解的心理）. So negative feedback is my only choice.（要得到心理平衡）
• best wishes • Risa
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Dear buyer, i mailed you a picture please check the picture,there is insurance option.i know your rating.but what i want to emphasize is we won't send a empty box to a buyer,never and ever. do you think the company will believe me if i said send you the item again for the reason why the company sent the customer an empty box ?i don't think the company will believe what i said. that is why i offer half refund to solve the problem.anyway,if you don't like that way to solve the problem .i can't help.thanks.i really sorry for that whole matter.my sincerly apology.
售后服务
• • • • • • 售后服务的内容主要包括： 1、代为消费者安装、调试产品； 2、根据消费者要求，进行有关使用等方面的技术指导； 3、保证维修零配件的供应； 4、负责维修服务； 5、对产品实行“三包”，即包修、包换、包退（现在 许多人认为产品售后服务就是为“三包”，这是一种狭 义的理解）； • 6、处理消费者来信来访，解答消费者的咨询。同时用 各种方式征集消费者对产品质量的意见，并根据情况及 时改进。
back
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Dear buyer, I don't know why you left the negative feedback instead of reply my last message as we want to solve the problem. we 'd like to full refund you more than given the negative feedback.:(
顾客就是上帝
• 正确处理客户的抱怨 • 在处理问题的过程中，千万不要动火，不管顾客的态度如何，你的一 举一动，直接影响着公司总体的销售状况、整体的效益，顾客就是上 帝(customer always right)，这句话永远可不会过时的。 • 切莫引发“战争”，当顾客想你提出抱怨，你应该谨记勿忘的是：这 正式考验你究竟有多么能耐的好机会。提出抱怨的顾客，通常情绪激 昂，怒火中烧，如果处理方法稍不慎，就足以引发一场“战争”。 • 把它当作一件好事。 • 顾客抱怨时，应该把它看成“好机会”。既不要怕它，也不要讨厌它。 因为，顾客之所以提出抱怨，是由于认为：“ I should get what I paid ” 这表示，顾客是依赖你的，你当然要欣然接受。事实上，如把抱怨处 理得好，顾客对你的依赖感只会增多，不会减少。这就叫做转祸为福 。 顾客获得强烈的好印象后，必定逢忍便说这无形中对公司做了有力的 免费宣传。
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假如你不好好的关心顾客、服务顾客， 你的竞争对手乐意代劳。 ------------宗告
That’s ALL! Thank You ~Bye Bye~
Risa.Wu 06 26,2009
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Dear buyer, I don't know you leave the negative feedback for us.i checked by the tracking number .the item you have received.here is the tracking number : RT015013204HK please go to this link: http://www.usps.com/shipping/trackandconfirm.htm it shows like this: Label/Receipt Number: RT01 5013 204H K Status: Delivered Your item was delivered at 4:20 PM on March 18, 2009 in SAN GABRIEL, CA 91778. would you please tell me what is going on? as you know the feedback is so improtant for a seller 's reputation.i hope it is a mistake. would you please revise the negative feedback for us? please reply!tell me what is going on! best wishes Risa
平衡心理
• 案例背景：4个浴灯不防水，客服回复询问客人意见如 何处理才合理。客人觉得我司只会退货款不退邮资，所 以没有回复，半个月后给差评。 • Hello Risa • That is very honarable of you, however you would not have refunded the postage and that was the most expensive part? You said you were going to send me additional ones, however I thought if the quality was the same it would not make any difference and would then also cost you money. My feedback is negative however I believe it to be truthful. • Kind regards • Jay
wenku.baidu.com
处理问题的态度
• • • • Dear buyer Dennis, We are so sorry to hear that! And we made a mistake, for it's not a brand new one. Now this item sold so well that it is out of stock, and hard for us to find again. We want to know that: can it work? If not, you may use it in other laptops to have a try（意思表达 不正确）? （表达：would you please test the item on another laptop if it is in good condition or not?） Just take it easy, as a powerseller on ebay for years, we would be fully responsible for everything we sold. If you have any other problem, feel free to contact us. （语意表达错误。此表达使客人完全理解错误，没有得到客人想要得到的帮助，而略过原问 题过渡到另一个问题，应再次强调，如产品真的不能用请再联系，表我方一定会负责） Plus, you are in Netherlands, right? I like Netherlands, for its lipton and windmill.(像无什么必要， 客人会认为你是扯开问题不想负责任的表现) Best Regards! ------------沟通需要理解
公平交易心理
• Risa, I understand how poor feedback can affect, however i do not believe it is fair for me to give you good feedback when i did not receive the item at all（认为不公平）. However, although i have already purchased this item elsewhere, i will rescind my feedback, if you either give me a refund or reship.（认 为应所得所付的才公平）
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被受关注心理
• you did not come up with a solution. （没有解决到客人的问题）the only solution that you had was to use it in other laptops. I have a new Macbook, so that is not the problem. You say: We want to know that: can it work? If not, you may use it in other laptops to have a try? • I buy this cable for my Macbook and not for other laptops.（因误解） Today a try it on a friends Powerbook 1,5 mHz and he still don't work. • It is not about the money but how you handle the case in the first email. （感到第一次处理问题的态度不够被注重，认为不够负责任）