Did you know that:
这些你都知道吗?
Welcome your Angry Customers Don't Piss them off
overseas marketing is our expertise
- Poor customer service is the number one reason for customers to switch to another company (68%). - 不健全的客服体制是把现有客户赶到竞争对手那里的首要原因(68%)。
大多数小公司没有意识到这一点,或者说没有解决办法而不去面对这些问题。。。
So, you should make sure you know how to handle angry foreign or home market customers! 所以,你必须明白如何来有效的处理国内外客户的投诉。 - For every customer who bothers to complain, many (26%) other customers remain silent. - 对于每个懒的去投诉的客户,大多(26%)在遇到问题时都选择沉默。
So, you should treasure complaining customers! They help you become a better company. 所以,你应当珍惜这些一直在抱怨,一直在投诉的客户。他们可以帮助你进一步优化公司的服务及形象。 - almost all (95%) of complaining customers will do business with you again if you resolve the complaint instantly. - 95%的投诉客户都将继续和你保持贸易往来,只要你能及时的帮助他们解决问题。
So, you should have an effective tools to do so! 所以,你要有一人上有效的解决方案来帮助这些客户。
When selling to foreign or home market buyers or handling their complaints you should: 当你和国内外买家进行交易或是处理他们的投诉时,你要: 1. Call! or face to face!!! Because they expect you to. 1. 电话交流!面对面交流!!!因为他们期待你这样去做。 2. Listen! Until you've got the attention you need. 2. 倾听!直到你得到了你希望得到的关注。 3. And offer help; But only when you really understand them and can show for that. 3. 提供帮助;但是要在你真正理解他们的意图,并且表现出你的关心之后。
所以你能真正了解客户的意思是非常重要的。 |
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