Vastused vihastele klientidele
Kuidas professionaalselt reageerida vihastele klientidele ja säilitada nende lojaalsus. Näited mallidest vastuse kirjutamiseks ja kliendirahulolu tõstmiseks.
Iga ettevõte peab aeg-ajalt tegelema vihaste ja kaeblike klientidega. Olenemata kliendi rahulolematuse põhjusest võib õige ja õigeaegne reageerimine mängida rolli, kas pettunud klient jääb lojaalseks või et tee enam Teiega kunagi mingit tegemist. Arvestades, et 95% õnnetutest klientidest kipuvad jagama halbu kogemusi teistega – kas isiklikult või sotsiaalmeedia/arvustussaitide kaudu, on teadmine, kuidas vihaste klientidega toime tulla ja kuidas reageerida professionaalselt “must-have” kõigile, kes töötavad klientidega seotud ametikohtadel.
Kuidas vastata õnnetutele klientidele
Kui vastate vihase kliendi meilile, on olemas paar põhipunkti, mida tuleb meeles pidada ja kirjale lisada:
- Negatiivse suusõnalise leviku vältimiseks vastake niipea kui võimalik.
- Vabandage kliendi negatiivse kogemuse pärast, näidake üles empaatiat ja mõistmist.
- Võtke vastutus selle eest, mida Teie ettevõte võib valesti teha.
- Võimaluse korral selgitage olukorda ja veenduge, et see ei korduks.
- Vajadusel pakkuge stiimulit, mõistlikku allahindlust või raha tagasi.
- Julgustage klienti lisaküsimuste, kommentaaride või muredega vastama.
8 Klienditeeninduse meilimalli vihastele/kaebavatele klientidele vastamiseks
Klientide pettumuste ja kaebuste sujuvaks ja pingutusteta käsitlemiseks võite kasutada järgmisi meilivastuse malle kõige levinumate probleemide lahendamiseks. Isikupärastage siiski iga sõnum, võttes arvesse iga kliendi ainulaadset olukorda.
Kliendil oli halb teeninduskogemus
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]
Klient pole ostuga rahul
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]
Tarneviivituse käsitlemine
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]
Klient sai valed kaubad
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]
Kliendi eelmisele meilile ei vastatud
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]
Klient nõuab erandit
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]
Klient jättis negatiivse arvustuse
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]
Klient lahkub
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]
Korduma kippuvad küsimused
Mida öelda vihasele kliendile?
Võite proovida klienti rahustada ja esitada talle probleemi kohta küsimusi, et diagnoosida ja proovida seda lahendada. Selles pole midagi halba, kui olete oma kliendi vastu kena.
Mida ei tohiks vihasele kliendile öelda?
Ärge kritiseerige, süüdistage ega kurtke. Ärge vaielge, öelge ilmselgeid asju ega proovige fakte parandada. Ärge kasutage sarkasmi. Ärge eeldage, et kliendi kaebus põhineb faktidel.
Kuidas tuvastada vihane klient?
Kliendi meelehärmi saab tuvastada jälgides neid viit märgutulesid:
1. Nad kasutavad roppu keelt (roppusi).
2. Nad on sarkastilised.
3. Nad kasutavad süüdistavat keelt.
4. Nad on vastandlikud.
5. Nad kasutavad lühikesi, katkendlikke lauseid.
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