Answering hard questions is the simplest way to notice your work. If you do well, you will notice it. Do this wrong and you will notice … no doubt. If you want to clean up "Tough Question Answering Skills," you can start here.
first – Why is not it in stock? This is an accusing question. Since the subject of the question is not "When will your stock be?" and concentrates on you, and why you're out of stock, you need to get customers' attention to what you can do to them. This question can best be addressed with the "future-past" technique. The answer sounds like that.
"My client is responsible for handling all your orders on time, transfer your address to a priority droplet and allow a discount in the following order in your file.
Here I left the" we "answers to your question and addressed it what can I do about the situation
2. "Why did not you tell me (or your company)? "Almost every time I've ever heard this, the result is that an employee is not fully trained, does not follow the procedure or simply does not follow the trust or confidence to re-engage this trust
Your Answer This is what it sounds: Customer, we did not maintain our shared relationship, and I am going to do everything I can to improve and recover her confidence. "I will personally handle all of your future requests until we fix it."
It's the most important thing to be defensive: Look, if you're upset that you have not notified something, you stand where the time is insecure and prove that they are more interested in helping them than restoring the relationship, but instead of what they could do to them.
3rd "Why did I pay less for the last time I was here?" I hate this question, right, I really hate being written about it now, we both know that prices are changing for a million different reasons, but if you've said a 20% increase in the price of an article last week and your client is regular, "You're doing something Lucy."
Your answer sounds like this. Customer has a price difference between the visit and the last visit. you will credit your account in the difference of growth, but note that future increases will rise from time to time as costs change. Is this fair? "
When I first started the Customer Service, it was never easy to talk to the customer about the subject but after I had been dealing with it many times, I felt that a little script would be better than soaring Disagree
4." a refund for this item? "This is one of the money issues, it seems to be a simple question … that is, if the item was purchased recently, it is much harder to do so if the item is canceled for 6 months or even year or worse, it can not be returned to the stock and can not be transferred back to the RFC (Return For Credit).  There is a rule that must be followed when a refund is due to the Customer AS IS
Do not venture a refund, then hand over the coin with a small or sarcastic remark like "Thank you for doing business. "(I actually looked at once at a retailer.) Or worse, BLAME CUSTOMER to ask for a refund in commerce
If you know the item can not be returned to RFC or has been extremely long since the purchase time, compromise.
It may sound like that. "Mr. Customer, this section / product / service long ago bought, 50% for future purchases, what do you want? "An alternative solution is the best way to tell them they are caring and willing to help but not use it.
5. "The guys made me the last time I was here! Why can not you go this way? "This is one of the customer questions that I hate to hear, meaning that something happened during the last visit and someone played a policy, process, or process, and could not explain it properly to the Client. 19659002] It is worse if you have not followed the steps below, it may be that you have prepared for the Client to require the additional product or service at each occurrence before the court is preceded by the most important thing in the procedure
What exactly does the client do and why you do it properly Document what kind of service or product you have to provide Documentation cope every time Make sure you do not use the word "mood" Do something once as a "favor" and cook yourself yourself
Not at Customer Service We are offering a price, product or service. There are no discounts. You either handle the request or not. Large customer service representatives handle the requests.
6th "You said the problem / product was recorded!" Yes, this is happening. Failed. In the automotive industry, this is what is called a return.
Customer's statement of this type is usually a statement of frustration, anger and fear. You said you would fix it and did not do it. This is a time when it is not in your interest to defend the inseparable.
Describe and modify it. "Mr. Customer, I let down, this is my job to fix this repair / exchange, etc. And back as soon as possible … or new service I delivered and repaired today / tomorrow after business days and also lending / exchange, etc. I allow you to take care of your immediate needs. "
Warning I did not go with a lot of annoyance. I said, "we pulled the ball off." You can use all of these lines until you acknowledge the Customer and their position. The real thing you are looking for is for you to handle the request rather than a long tone tone byte.
7th "You said you would call when the section / repair / service was completed!" The absolute worst thing you can hear as a customer service specialist.
The only thing we can not do is NOT UP!
You can find out all right, right up to the greeting, and you can send them to the door. If you have not followed them for something that you are responsible for, all the shocks in the world will not trust you and are likely to move elsewhere.
Every time my client had a client who did not do something very important, the situation was bad.
And badly, I mean, you have to fix 2 or 3 times the situation than you would have done if you were properly treated! In this situation, it is best to convince the Client that you and your employees are ineligible. This is the best! The worst thing you can do is to let me believe you. "TARE! Nice choice, huh!
It may sound like that." Mr. My client, I will not put the words here. We did not complete the transaction. Here's what I'm gonna do. I'm sure we can do enough for our customers and recover their confidence. "
In all these situations, you want to acknowledge the Customer's disappointment, to calm down, to put aside emotions, to deal with facts, to make an action statement about what he will do, solve, seek acceptance, and confirm the outcome.
These seven most important questions and include any responses, try to modify them to fit the situation, or write their own scripts.The soul contains a list of ten tenth questions that play a role in some responses and is an easy way to do some training in a house  The point is that there is a verb in place and a real sincere desire to provide professional customer service.
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