There are a lot of things to watch out for!クレーム対応のマナーComplaint handling manners

No matter how careful you are, we may not be able to meet your wishes and receive scolding and opinions.In such a case, it would be nice to be able to respond calmly as a member of society.
Complaints vary depending on the type of business and content, but let's confirm that they are generally common here.

The first thing to keep in mind is the most important

Everyone is reluctant to receive complaints, but if that feeling is expressed in facial expressions and attitudes, customers may be sensitive to it and even get angry.
Heinrich's Law "1:29:300"(American engineer Heinrich analyzed statistics on occupational accident cases)Think by applying it to complaintsYou may.In other words, behind one customer's complaint, there are 29 people who are not actually dissatisfied but have the same degree of dissatisfaction, and behind that there are 300 people who are not dissatisfied but feel uncomfortable. I think there are people.
Thinking so, the person in front of meThe person who made the complaintThinking,Take it as "thank you" and "valuable opinion"And here too, you can calm your mind a little.

Pay attention to the attitude of asking for complaints

When asking for your opinionPosture and attitude are very important.Please note the following points.

<Point>
① When you first visit, do not sit down and stand up once.

② When the customer is sitting, stand in a position not to look down from directly above or kneel.

③ Do not respond while doing something.Stop the work you are doing and respond.

④ Do not lean on the chair or touch your elbows.

⑤ Do not look at your watch or mobile phone.

Watch out for aizuchi and wording

The basis of handling complaints is to listen carefully to the other party's story.It is said that.But at that timeAizuchi and wording that you have to be careful about.

① Aizuchi such as "Yes, yes," "Yes, yeah," "Yeah."
It gives the other person the impression that "I know that" and "I want to finish the response as soon as possible".

② Aizuchi "Is it true?"
Aizuchi such as "Is it true?" Or "Huh?" Gives the impression that you have doubts about what the other person said, and it is often the case that you are offended.

③ Aizuchi over the other party's story
It is strictly forbidden to put an aizuchi on the other person's story or start this story.

④ Paradoxical wording
Don't use the paradoxical words "but," "but," "but," and "usually not."

⑤ Expressions taken negatively
It is also necessary to be careful when saying "So ..." or "I mentioned earlier."

⑥ Friend's words
It's taboo to talk to young people in friends' words.Be careful not to forget that you are a customer, regardless of age.

When going to apologize for complaints

Be especially careful when going to apologize for complaints is required.

<Point>
① Ask your boss if you should go alone or ask someone.

② Get dressed.I'm going to apologize, so refrain from wearing flashy colored clothes and flashy accessories.

③ Go out with more time than usual so as not to be late.

④ Prepare items of apology in consultation with your boss.

⑤ Do not go out on your cell phone or check your email during the interview.

⑥ Instead of handing over the apology items suddenly, hand them in a timely manner as if the person had finished apologizing.Take it out of the paper bag as much as possible and hand it over properly.

⑦ Until you leave the other party's building, stay alert and apologize until the end.

Apology to the last

There are people who often apologize and do the following things together.To the lastTry to focus on apologyMust be.

(XNUMX) At the visit of apology, we will sell a new product even though the other party does not want it.

(XNUMX) Refer to other companies and speak badly about other companies.

③ Call the apology and give the contact information as an incidental note.

④ Write an apology like a promotion, or include a leaflet or information about the campaign.

Think carefully about how to apologize depending on the content and the other party

There are various ways to deal with complaints,If you make a mistake in dealing with it, it may lead to secondary complaints.So be careful.Complaint content and relationship with the other partyIt depends on such things, but with thatFeelings differ depending on the type of industry and generationBecause it is a thing, I want to make an appropriate judgment without taking all my common sense.

<Point>

① Should I visit?

② Should I call you?

③ Should I write an apology?

④ Should I respond promptly by email?

⑤ Is it better to combine ① to ④?

Everyone feels heavy when dealing with complaints, but on the contrary, there is a sense of fulfillment when the other person convinces and says, "Thank you, I'm glad I talked to you."It's a business scene where the key point is whether or not people can communicate with each other.

<Text Yukiko Kimura>

Yukiko Kimura　Kimura / Yukiko
Graduated from the Faculty of Economics, Gakushuin University.
After working in the Corporate Planning Office and Human Resources Department in the media, he worked as the president's secretary.
After that, he experienced a young landlady at an inn in Shizuoka.
Taking advantage of his career, he became the representative of First Planning Co., Ltd.
We are conducting lecture training activities focusing on service reception and improvement of business etiquette.
Corporate training (customer service, hospitality, business etiquette) is being accepted at any time.

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