Industry

Help customers solve complaints about manual hydraulic stacker

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Published by NEWTON November 29,2021

electric forklift manufacturers

To solve customer complaints, we must first focus on the following points: listen patiently, not shirk responsibility, find out the problem, and solve the problem.

Listen patiently and stay calm.
Some customers were dissatisfied with the results after using the manual hydraulic stacker. Let customers vent their emotions without interrupting their statements; listen carefully, do not omit details, and summarize the core of the complaint. Most customer complaints do not necessarily require tangible compensation. They just want to vent their dissatisfaction and gain a kind of psychological balance. Therefore, the "patient listening" of the customer service is particularly important. Listening will let you understand the true intentions of the customer. Only by listening can we understand the customer’s personality and find the correct way to resolve the complaint.

electric forklift manufacturers

Don't shirk responsibility and agree with the customer's point of view.
When the customer discusses the various shortcomings of the manual hydraulic stacker, he put himself in the position for the sake of the customer and agrees with the customer's point of view.
Stabilize customers' more excited emotions, accept complaints with an open mind, and "accept complaints with an open mind." If there is, we can correct it. If not, we can only try to think about the problem from the perspective of the customer. Only by resolving contradictions can we find a way to eliminate these complaints. Any excuses and refusal to conflict are not conducive to the settlement of customer complaints.

electric forklift manufacturers

Find the problem and ask the reason.
Actively assist customers in finding problems with manual hydraulic stacker. Sales staff need to understand the motivation and nature of customer complaints. Before asking questions, sales need to be carefully considered, not an emergency response. Feel free to ask questions. Sales issues should be aimed at resolving customer complaints.

electric forklift manufacturers

Solve the problem.
Use company resources to contact after-sales technicians to conduct systematic inspections on manual hydraulic stackers. Analyze the specific problem in detail and solve it according to the actual situation; if the authority is exceeded, the customer service must explain to the customer and consult the superior in time; if temporarily unable to handle it, you can record the matter in detail, leave the customer's contact information, and promise to reply as soon as possible (promise Must be done).

electric forklift manufacturers

Of course, in solving a series of problems related to the use of manual hydraulic stacker, you should avoid being swayed by customer complaints, discuss the matter, explain patiently, and deal with the company's policies and systems and national laws and regulations; complaints should be handled fairly and reasonably. Really solving the complaint is the most critical step. Only when the customer's problem is effectively and properly resolved can the complaint be handled. If the problem is solved well and the customer is satisfied, they will naturally continue to use the company's products; if the problem is perfunctory, the customer will become more dissatisfied, or cause more trouble, or never buy again.

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