Atsakymai piktam klientui
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.
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
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.
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]
Dažnai užduodami klausimai
Ką pasakyti piktam klientui?
Galite pabandyti nuraminti klientą ir užduoti jam klausimų apie problemą, kad galėtumėte ją identifikuoti ir pabandyti išspręsti. Išlaikykite malonų toną bendraudami su klientu.
Ko neturėtumėte sakyti piktam klientui?
Nekritikuokite, nekaltinkite ir nesiskųskite. Taip pat nesiginčykite ir nebandykite ištaisyti faktų. Nenaudokite sarkazmo. Kliento skundas nebūtinai yra pagrįstas faktais.
Kaip atpažinti piktą klientą?
Galite sužinoti, kada klientas pyksta, atkreipdami dėmesį į šiuos penkis įspėjamuosius ženklus:
1. Jie vartoja necenzūrinius žodžius (keiksmažodžius).
2. Jie kalba sarkastiškai.
3. Jie kažkuo jus kaltina.
4. Jie naudoja konfrontaciją.
5. Jie kalba trumpais sakiniais.
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