Atsakymai piktam klientui yra būtini norint išsaugoti lojalumą ir išvengti blogų apžvalgų. Tekste pateikiami patarimai, kaip tinkamai ir savalaikiai reaguoti į nusiskundimus, kad klientai jaustųsi suprasti ir vertinami. Taip pat pateikiami šablonai, kaip atsakyti į skundus ir ką sakyti/nedaryti, kad būtų išvengta blogų situacijų.
Kiekvienam verslui kartais tenka susidurti su piktais ir besiskundžiančiais klientais. Kad ir kokia būtų klientų nepasitenkinimo priežastis, tinkamas ir savalaikis atsakas gali lemti, ar nusivylęs klientas lieka ištikimas, ar ne. Atsižvelgiant į tai, kad 95% nepatenkintų klientų linkę dalintis bloga patirtimi su kitais asmeniškai arba per socialinius tinklus/apžvalgų svetaines, žinojimas, kaip elgtis su piktais klientais ir kaip profesionaliai reaguoti, yra absoliučiai būtinas dalykas visiems dirbantiems klientų aptarnavime.
Neigiama apžvalga gali turėti įtakos būsimiems pardavimams
Kaip atsakyti nepatenkintiems klientams
Atsakydami į piktą kliento el. laišką, turite atsiminti keletą svarbių dalykų ir juos įtraukti į savo pranešimą:
Reaguokite kuo greičiau, kad išvengtumėte neigiamos nuomonės sklaidos.
Atsiprašykite už neigiamą kliento patirtį, parodykite empatiją ir supratimą.
Prisiimkite atsakomybę už tai, ką jūsų įmonė padarė neteisingai.
Jei įmanoma, paaiškinkite situaciją ir patikinkite, kad tai nepasikartos.
Jei reikia, pasiūlykite tam tikrą paskatą, pagrįstą nuolaidą ar grąžinamąją išmoką.
Skatinkite klientą pateikti papildomų klausimų, pastabų ar rūpesčių.
8 klientų aptarnavimo el. laiškų šablonai, skirti atsakyti piktiems/besiskundžiantiems klientams
Parašyti atsiprašantį laišką nėra lengva užduotis. Norėdami sklandžiai ir lengvai išspręsti klientų problemas ir skundus, galite naudoti toliau nurodytus atsakymų šablonus, kad išspręstumėte dažniausiai pasitaikančias problemas. Tačiau būtinai suasmeninkite kiekvieną pranešimą atsižvelgdami į kiekvieno kliento unikalią situaciją. Nepadėsite savo atveju, jei išsiųsite bendrą el. laišką nepatenkintas klientas. Tinkamų ir suasmenintų neigiamų atsiliepimų atsakymo šablonų naudojimas gali padėti sušvelninti grubią situaciją.
Klientas turėjo prastą aptarnavimo patirtį
Hi [NAME],
Thank you for reaching out. First, I would like to apologize for your negative service experience with our tech support team.
I want you to know that your complaint and feedback will give us the chance to improve and serve our customers better in future, so I’ve forwarded your complaint to our customer service management team for further investigation.
I can understand how frustrating it must have been [whatever the customer experienced]. Although we strive for 100% customer satisfaction, it’s clear we’ve fallen short in this case, but we’ll do everything we can to make sure this doesn’t happen again.
I‘m sorry once again for your poor experience. Let me know if you have any more questions, comments, or concerns.
Best,
[YOUR SIGNATURE]
Klientas nepatenkintas pirkiniu
Hey [NAME],
Thanks for your email. We’re so sorry to know you were disappointed with our product. Could you please let us know more about why you weren’t satisfied? We’ll do our best to address your concerns.
If the item arrived damaged in any way or not as described – we would be happy to send you a replacement as soon as possible. Or, if you would like to proceed with a refund, then of course we can do that for you right away.
Please let us know how you would like to proceed and our apologies once again for your unpleasant experience.
Kind regards,
[YOUR SIGNATURE]
Vėlavus pristatymui
Dear [NAME],
I’m so sorry to learn your order hasn’t arrived. I understand how frustrating this must be for you. We didn’t intend for this to happen, however, due to some unforeseen circumstances, we are experiencing some delays.
I’ve tracked your package via [carrier] and it’s currently listed as [status]. If you’d like to check on its progress, here’s the link you can use: [link]
Please get in touch with me right away if your package has not arrived by [date] by responding to this email. Alternatively, you can call me directly at [number].
Once again, I sincerely apologize for the inconvenience.
Thank you for understanding,[YOUR SIGNATURE]
Klientas gavo ne tas prekes
Dear [NAME],
We are very sorry for the mix-up with your order and any inconvenience it has caused. I know a mistake like this can be very upsetting. We always try to do our best to get our orders right 100% of the time, but unfortunately, mistakes can sometimes happen.
We have put your order on priority so the shipment with the correct items is delivered at the earliest. If you’d like to track the package, here’s the link you can use: [link]. If you have any questions in the meantime, feel free to contact me directly.
And we do have one small favor to ask. Could you please return the unwanted items within the next [number] days? There should be an adhesive prepaid return label inside the box.
Thanks for your understanding and cooperation, and once again, we apologize for the error.
Sincerely,
[YOUR SIGNATURE]
Į ankstesnį kliento el. laišką nebuvo atsakyta
Dear [NAME],
I am sorry for the delay in getting back to you. We are in a tight schedule right now and this has caused the delay. But I totally understand your frustration – your email deserved a timely response.
As you requested, we’ve updated your account settings and informed our tech team about the problem you’re having with your account management page. Please, get in touch with me directly if you experience any further issues on our website, I’ll be happy to help.
Once again, our apologies for the delay in response. We’ll continue to do our best to speed up and improve our customer service delivery.
Regards,
[YOUR SIGNATURE]
Klientas reikalauja išimties
Dear [NAME],
I’m so sorry to hear that there were unable to meet the return window for [name of item].
Unfortunately, our company policy clearly states that all returns and exchanges must be made within 30 days after your item has been received. For more information, you can read our full return and exchange policy on our website here: [link].
While we can no longer issue a product exchange, we’d like to make it up to you by offering 10% off your next purchase. Simply use this coupon code [CODE] at checkout.
Once again, I apologize for any inconvenience this may have caused. Please let me know how else I can help.
Best regards,
[YOUR SIGNATURE]
Klientas paliko neigiamą atsiliepimą
Hi [NAME],
Thank you for taking the time to give us your feedback. We’re so sorry your experience with [COMPANY] didn’t match your expectations. We’d like to learn more about your specific situation and make things right, if we can.
If you wouldn’t mind giving us a call at [number], it would be greatly appreciated. We look forward to speaking with you and working towards earning back your business.
Regards,
[YOUR SIGNATURE]
Klientas nebesinaudos įmonės paslaugomis
Dear [NAME],
I am really sorry to hear you are leaving us! As much as we’d love to regain your trust and keep you as a customer, I completely understand your frustration and I offer my deepest apologies for any inconvenience we have caused you.
Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. We wish you all the best with your business.
Sincrely,
[YOUR SIGNATURE]
300 žodžių ilgas vaizdo įrašo santrauka lietuvių kalba
[Music]
dealing with an upset customer may be
the most difficult aspect of customer
service
hi this is jason how can i help you this
afternoon
you tell me i'm looking at my new
statement and i see that you people have
charged me again for the same fees i've
been calling about for months now i'm
sick and tired of being told that it's
handled when pretty clearly it's not
that's not easy to even listen to
so how do you respond to it in a way
that will help
first remember that the customer isn't
upset with you they're upset with the
situation don't take it personally
then remind yourself that angry
customers often struggle to be objective
so before trying to resolve the problem
it's important to diffuse the customer's
frustration
so how do you do that
start by allowing the customer to vent
it isn't easy and it's really pretty but
try not to interrupt or contradict the
customer even if you believe they're
wrong
confrontation will lead to escalation
and the goal is to calm the customer
down so you can look for a solution
i'm so sorry to hear that let me take a
look at your account and find out what's
going on
can you remind me when this started
fine the first fee showed up three
months ago if you can't fix this i'm
going to close the account
i completely understand your frustration
let me see what i can do to help get
this taken care of for you right now
listening and responding with empathy
helps diffuse the customer's frustration
this is one of the quickest ways to
de-escalate tension
listening with an open mind and
expressing your understanding lets your
customer know that you acknowledge their
problem
respond with your positive intent to
take action to resolve the problem as
best you can
keep your focus on the customer and
follow through on your desire to help
them
i'm glad i was able to get that issue
taken care of it may take up to 24 hours
for your account to show the changes but
you shouldn't see any more of these fees
in the future
thanks for working with me to figure it
out i want to apologize again for the
inconvenience
thanks jason i appreciate your help
by removing the focus from yourself and
staying focused on understanding and
resolving the customer's problem it's
easier to stay detached and not get
wrapped up in an emotional outburst
maintaining an attitude of caring and
concern helps to defuse customer
frustration
allow them to vent as needed listen and
respond with empathy
you'll never be able to work in customer
service without running into angry
frustrated customers once in a while but
there are ways you can ease the tension
and allow you both to work toward an
acceptable solution
Ready to answer angry customers?
LiveAgent is the most reviewed and #1 rated customer satisfaction software for small to medium-sized businesses. Try it today with our free 30-day trial. No credit card required.
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