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1、学习如何道歉才能得到客户的满意和忠诚比碰到那种一声不响就给个中差评，要好得多。）这是卖家应该有一个正确的认识：客户的不满不一定是一件坏事，问题若得以妥善的处理，反而会增强客户对卖家的信心，从而取得客户的信任。错误的道歉方式：1. “对不起！ ”在向客户道歉之前，客服人员要明确各种道歉方式背后的含义，才能够正确地进行道歉。“ 对不起 ” 通常应用在 做错事情、 内疚和心虚 的场合。如果我们一旦对客户说出“ 对不起 ” 的时候，在顾客面前就 矮了一截 ，也很难与客户进行沟通。所以我们应该改掉说“ 对不起 ” 的习惯。2. “真的很抱歉！ ”这是很糟糕的一种道歉方式，给客户的感觉是“ 没有诚意 ”
2、， 还将问题像皮球一样被踢来踢去，无法 帮助客户满意的解决问题 。我们的客服人员并不一定是老板本人，一旦遇到问题， 希望将责任转移给公司，所以急于结束话题而 不愿意负责 。“ 真的很抱歉 ” 完全 没有解决问题的诚意，显示出 明显的不愿意 负责 的心态 ，这将导致客户在最短的时间内失去信心，惹火顾客。3.心理想，谁管你呀！我们道歉时， 客服人员内心的想法也非常重要，如果不是 站在买家角度来考虑问题而是想推卸责任时，一般都会这么想。 然后在和客户沟通交流中就会表现出事不关已高高挂起的态度。1. “我向你道歉 ” ：这是一种非常好的道歉方式。它表明了客服人员的个人立场以及愿意负责的态度，客服人员在
3、表达 “ 我向你道歉 ” 之后 应该跟进，提出问题的解决方法，以达到真正解决顾客的不满。其实顾客提出不满后，也希望能够有具体的人来负责处理、解决问题。这时，客服人员负责任的态度会刻顾客的感恩，从而树立店铺在顾客心中的形象：这是一个负责任的店铺。客服人员不能说的道歉：“ 我代表公司跟您道歉” 而是就 “ 不好意思给您带来麻烦啦，我向您道歉 ” 。2. “哎呀，真是太糟糕了”“ 谢谢你告诉我这件事” 是正面道歉最好的开场白。当“ 谢谢 ” 出现的时候，客服人员的道歉的意味已经传达给顾客，还以更积极的方式表达出客服人员个人素质和负责任的立场。客服人员的语言中充满了感谢,同时感谢顾客反映问题，感谢顾客
4、给予改进的机会。举例说明： Made mistakes for the custermer information 2016-05-11 We indeed have already worked with some companies in Brazil. As we all known, the customer information is the top secret in the company. We seldom provide the information to our customers. However, in order to show our sincerity to
5、 you, we would like to provide one company name for your reference, i.e., Platinum, whohave ever bought the center support bearings and parts from our company since long enough. 2016-06-17 You told that you are supply to Platinum, but this company is not a reference on the center support bearing for
6、 our market.2016-06-20 Besides, I have checked the detailed purchasing records of Platinum, and found they mainly imported bearings from us, and most of the bearings were told to be used for the production of center support bearings.CUSTOMER ISSUE: 1. worry about the quality installed to center supp
7、ort bearings -Platinum 2. would like to find a center support bearing manufacturer who have ever entered brazil market -why not providing 3. to be protected by TP -protect others 4. feel our sincerity and responsibility Dear Andrea, Thank you for your informing us of your market research about Plati
8、num dated on June 20th. I would like to make an apology for not checking as much details as possible when we provide Platinum to you. At the same time, it is because Platinum mainly imported bearings as parts of center support bearings that we could provide it as the reference of quality. As we all
9、know, customer information is the top secret in the company, we are not allowed to provide any information about those customer who import our main products. So we could never provide other customer who imported center support bearings from us. We just would like to protect our main customers interests as much as we could. Hope you could understand us.
