Today, service industry is developi

Today, service industry is developing, one of those is customer services. Almost every company has customer service’s department. This division has occupied a small position, yet, it has an important role in any company. Customer service has responsibility to listen and respond any queries or complaints of clients about products/services in your firm . A company achieves great number of patron and comes off well, doesn’t it. Customer services, which is one of many factors, determines the success of businesses. When you start a job concerning customer services’ handling, you are going to meet many different type of customers. At that time, you are going to receive another suggestion as to compliment or disagreement. Therefore, customers services are getting more and more diversified. Your personal manner of listening and solving problems also support you to be successful in your job. The process, Listen - Understand - Respond, is necessary and applicable skills, that need to be learnt theoretically and practically. At first, you must start from immaterial things. Personally, listening to customer’s opinions is one of the most essential matters to get your success. Consequently, I choose this subject to ensure providing everybody to have stable concrete foundation, a lesson to be learned. I hope this fact make to prepare indispensable skills to get the favourable outcome in future.
Business activities are now facing economic crisis, the period “European Rice Cinnamon Wood” time to sell a few hundred buyers guide to businesses to survive and development forced them to pay much attention to human resources. That is the stage of customer service and communication skills with customers. More importantly, customer also is always looking for something extra that can add value to their products/services. Customer services are also called: “after — sale services,” where they can get more information as well as showing their commitment toward the brand. Complaint is a part of those after — sale services.
Now before understanding clearly about what is selling process, we should discover what are the roles of seller and buyer to ensure that we need to cultivate knowledge before selling any products.
Firstly, the easiest way to understand the customers’ purchase and use of the goods and services provided by businesses. Consumers buy in bulk, revenue increases, businesses can survive. Therefore it can be said the purchasing power of consumers is crucial to the success or failure of your business.
Consumers are the one that made their own shopping. Life’s growing, people’s shopping needs also increases. Before making any decision, consumers have the right to freedom of reference, choose the product they want to buy and use in accordance with their needs and wants.
It is from the personal consumers’ needs, many businesses will plan to offer more products and services to meet the diversity of customers’ usage in this competitive market between enterprises. Since then, businesses have to have long — term development strategy and consistent with the actual circumstances. Therefore, consumers — centric is the key impact for our plan and future strategy.
How about the roles of seller? It isn’t a difficult question though. Attractive and charismatic young workers, not necessarily possesses a bachelor degree or college, success or failure of a seller is measured by the revenue they bring to the company. Anyone can understand that sale’s staff (salesman or seller) is a dynamic and efficient key success factors for the development of the most prosperous companies in today’s business environment. Therefore, salesman / woman is becoming one of the tempting careers for any youth.
Sales’ skills are often known as the voluble, mercurial and especially the ability to capture customers’ psychology. Achieving that requires each person need to do their best efforts. They should know clearly about their customers’ demands and try to overcome their expectation or even persuade them to affect their buying — behaviours.
Traced back to the core topic, to understand the skills to handle customer complaints we need to study in depth the basic problem: the term “complaint” means “to express anger or dissatisfaction” or “progress a formal resistance.” Following paragraph is reasons why customers complained.
The cause for customers’ complaint: Quality products or services not provided as promised by producers. Customers feel they are being neglected and frustrated with the way they are treated. Customers are not getting what they need or the quality is lower than their expectations.
I have heard so many kinds of experience in resolving customers’ complaints. From sharing of some co — workers in my part — time job or my leader in work, fortunately, I fell in the same situation several times. And here is some of my suggestions as well as personal methods to solve them all:
A female customer returned to my store where I worked after receiving a discount card. She waited patiently and politely explained to my colleagues what had happened, she simply wanted to ask that which items in our shop was applicable to the voucher. However, instead of getting a decent answer, I knew she was really surprised when my colleagues looked at her and said: “No, how do I know your card to use for what items? Just try and you will know.” I know she was disappointed, but she still smiled and said: “You’re right, I’ll try with everything. Thank you!” Just after the conversation, I knew this customer wasn’t satisfied and she could never go back to our store again. I went to her side and asked very softly: “Sorry Miss, this is our new staff, she wasn’t getting everything in our shop, let me explain more clearly how to use your card!” She looked at me with eyes full of appreciation and I do not hesitate to finish my work.
You know, indeed, a small mistake in word can make you lose your customer forever. Therefore, in complaint’s processing and according to problems, whether we are right or wrong, you should have to listen, understand, and explain to your customers in a positive way.
In another situation, sometimes, there are customers who call my brother’s company to complain about the quality of products or services. His staff should pick up the phone right away, do not let the “God” wait in frustration. If no one picked up the phone, or our previous customers after only heard: “Now all the lines are busy! Please wait,” then their grievances will increase proportionally to the waiting period. Within 5 minutes, the visitors will become convinced, not the product of poor quality companies that all customers are not respected by the company. Finally, when the client has “anger boiling over”, the result is very difficult to have a peaceful conversation.
In any public meetings, over the phone or meeting in person, you need to quickly identify their compromising negotiator, the kind of person how to choose the most effective way of having the discussion.
Learning from those experiences, there are some factors, that can’t be taken lightly to be able to effectively deal with complaint.
What customers expect when they make complaint?
The faster you can respond to the customers, the better chance customers will show their gratitude towards the brand. Moreover, it can improve the customer’s loyalty. However, 24 hours rule applies here because some business may tackle the problem so soon that they don’t even have time to investigate complaint thoroughly resulting in the waste of time and resources if they give the wrong solution to the problem.
Additionally, how you contact with your customers are also essential. According to Sarah Cook (2012), in her book about Complaint Management Excellence, 70% of customers prefer to directly discuss through phone rather than email or any other methods. It is fast and being personal will be the advantage here because customers will feel we commit to their problems and try our best to solve the problem so that we can be in the win — win situation.
Any marketer should be able to understand the strength of word — of — mouth between our old customers and potential customers. It is influential because their experience of the used products/services will effect the potential customers’ buying decisions. Any business should understand that they always have one opportunity to fix their mistakes before it is spread to others. This is mostly happened when we fail to deliver on promises that don't meet their expectations.
Anytime conducting a complaint, cost is always associated including economic and emotional cost. It is obvious that economic cost is the time and money they spend to communicate their problems with businesses, yet, when bad things happen, frustration, distress, and annoyance are emotions coming along with our target. Consequently, most of our staff needs to learn emotional intelligence in order to give out the solution that can impress, relieve our buyers. Sarah Cook also emphasises to build loyalty of customers towards our brand, it is psychological effect of trust, customers has the tendency to commit to one brand when they trust them. This perception is applicable to every after — sale services.

Improve Customer Service
Coming to next concern is how business can maintain the same working spirit if they want to be customer — centric or we can stay being well — known for the after — sale service. This depends on the internal stakeholders who want to change their business’s culture so their staff can be self — motivated to solve customers’ complaint with their best.
There is no denial in the importance of reducing cost in any business. That is the reason business tries to reduce resources’ usage and customer service department is no exception. However, without the necessary resources, employees will fell devastated when customers’ complaints come in because they c

Kết quả (Việt) 1:

Hôm nay, ngành công nghiệp dịch vụ đang phát triển, một trong những người là dịch vụ khách hàng. Gần như mọi công ty có bộ phận dịch vụ khách hàng. Bộ phận này đã chiếm một vị trí nhỏ, nhưng nó có vai trò quan trọng trong bất kỳ công ty. Dịch vụ khách hàng có trách nhiệm để lắng nghe và đáp ứng bất kỳ thắc mắc hoặc khiếu nại của khách hàng về sản phẩm/dịch vụ trong công ty của bạn. Một công ty đạt được số lượng người bảo trợ lớn và đi ra tốt, không nó. Dịch vụ khách hàng, là một trong nhiều yếu tố, xác định sự thành công của doanh nghiệp. Khi bạn bắt đầu một công việc liên quan đến dịch vụ khách hàng xử lý, bạn sẽ gặp gỡ nhiều loại khác nhau của khách hàng. Tại thời điểm đó, bạn sẽ nhận được một gợi ý như để khen hoặc bất đồng. Do đó, Dịch vụ khách hàng đang nhận được nhiều hơn và nhiều hơn nữa đã đa dạng hóa. Cách cá nhân của bạn nghe và giải quyết vấn đề cũng hỗ trợ bạn để thành công trong công việc của bạn. Quá trình này, nghe - hiểu - trả lời, là những kỹ năng cần thiết và áp dụng mà cần phải được học về lý thuyết và thực tế. Lúc đầu, bạn phải bắt đầu từ những thứ vô quan hệ. Cá nhân, lắng nghe ý kiến của khách hàng là một trong những vấn đề quan trọng nhất để có được thành công của bạn. Do đó, tôi chọn chủ đề này để đảm bảo cung cấp tất cả mọi người có nền tảng bê tông ổn định, một bài học để được học. Tôi hy vọng này làm cho thực tế để chuẩn bị các kỹ năng cần thiết để có được kết quả thuận lợi trong tương lai.Business activities are now facing economic crisis, the period “European Rice Cinnamon Wood” time to sell a few hundred buyers guide to businesses to survive and development forced them to pay much attention to human resources. That is the stage of customer service and communication skills with customers. More importantly, customer also is always looking for something extra that can add value to their products/services. Customer services are also called: “after — sale services,” where they can get more information as well as showing their commitment toward the brand. Complaint is a part of those after — sale services. Now before understanding clearly about what is selling process, we should discover what are the roles of seller and buyer to ensure that we need to cultivate knowledge before selling any products. Firstly, the easiest way to understand the customers’ purchase and use of the goods and services provided by businesses. Consumers buy in bulk, revenue increases, businesses can survive. Therefore it can be said the purchasing power of consumers is crucial to the success or failure of your business. Consumers are the one that made their own shopping. Life’s growing, people’s shopping needs also increases. Before making any decision, consumers have the right to freedom of reference, choose the product they want to buy and use in accordance with their needs and wants.It is from the personal consumers’ needs, many businesses will plan to offer more products and services to meet the diversity of customers’ usage in this competitive market between enterprises. Since then, businesses have to have long — term development strategy and consistent with the actual circumstances. Therefore, consumers — centric is the key impact for our plan and future strategy. How about the roles of seller? It isn’t a difficult question though. Attractive and charismatic young workers, not necessarily possesses a bachelor degree or college, success or failure of a seller is measured by the revenue they bring to the company. Anyone can understand that sale’s staff (salesman or seller) is a dynamic and efficient key success factors for the development of the most prosperous companies in today’s business environment. Therefore, salesman / woman is becoming one of the tempting careers for any youth. Sales’ skills are often known as the voluble, mercurial and especially the ability to capture customers’ psychology. Achieving that requires each person need to do their best efforts. They should know clearly about their customers’ demands and try to overcome their expectation or even persuade them to affect their buying — behaviours.Traced back to the core topic, to understand the skills to handle customer complaints we need to study in depth the basic problem: the term “complaint” means “to express anger or dissatisfaction” or “progress a formal resistance.” Following paragraph is reasons why customers complained. The cause for customers’ complaint: Quality products or services not provided as promised by producers. Customers feel they are being neglected and frustrated with the way they are treated. Customers are not getting what they need or the quality is lower than their expectations.
I have heard so many kinds of experience in resolving customers’ complaints. From sharing of some co — workers in my part — time job or my leader in work, fortunately, I fell in the same situation several times. And here is some of my suggestions as well as personal methods to solve them all:
A female customer returned to my store where I worked after receiving a discount card. She waited patiently and politely explained to my colleagues what had happened, she simply wanted to ask that which items in our shop was applicable to the voucher. However, instead of getting a decent answer, I knew she was really surprised when my colleagues looked at her and said: “No, how do I know your card to use for what items? Just try and you will know.” I know she was disappointed, but she still smiled and said: “You’re right, I’ll try with everything. Thank you!” Just after the conversation, I knew this customer wasn’t satisfied and she could never go back to our store again. I went to her side and asked very softly: “Sorry Miss, this is our new staff, she wasn’t getting everything in our shop, let me explain more clearly how to use your card!” She looked at me with eyes full of appreciation and I do not hesitate to finish my work.
You know, indeed, a small mistake in word can make you lose your customer forever. Therefore, in complaint’s processing and according to problems, whether we are right or wrong, you should have to listen, understand, and explain to your customers in a positive way.
In another situation, sometimes, there are customers who call my brother’s company to complain about the quality of products or services. His staff should pick up the phone right away, do not let the “God” wait in frustration. If no one picked up the phone, or our previous customers after only heard: “Now all the lines are busy! Please wait,” then their grievances will increase proportionally to the waiting period. Within 5 minutes, the visitors will become convinced, not the product of poor quality companies that all customers are not respected by the company. Finally, when the client has “anger boiling over”, the result is very difficult to have a peaceful conversation.
In any public meetings, over the phone or meeting in person, you need to quickly identify their compromising negotiator, the kind of person how to choose the most effective way of having the discussion.
Learning from those experiences, there are some factors, that can’t be taken lightly to be able to effectively deal with complaint.
What customers expect when they make complaint?
The faster you can respond to the customers, the better chance customers will show their gratitude towards the brand. Moreover, it can improve the customer’s loyalty. However, 24 hours rule applies here because some business may tackle the problem so soon that they don’t even have time to investigate complaint thoroughly resulting in the waste of time and resources if they give the wrong solution to the problem.
Additionally, how you contact with your customers are also essential. According to Sarah Cook (2012), in her book about Complaint Management Excellence, 70% of customers prefer to directly discuss through phone rather than email or any other methods. It is fast and being personal will be the advantage here because customers will feel we commit to their problems and try our best to solve the problem so that we can be in the win — win situation.
Any marketer should be able to understand the strength of word — of — mouth between our old customers and potential customers. It is influential because their experience of the used products/services will effect the potential customers’ buying decisions. Any business should understand that they always have one opportunity to fix their mistakes before it is spread to others. This is mostly happened when we fail to deliver on promises that don't meet their expectations.
Anytime conducting a complaint, cost is always associated including economic and emotional cost. It is obvious that economic cost is the time and money they spend to communicate their problems with businesses, yet, when bad things happen, frustration, distress, and annoyance are emotions coming along with our target. Consequently, most of our staff needs to learn emotional intelligence in order to give out the solution that can impress, relieve our buyers. Sarah Cook also emphasises to build loyalty of customers towards our brand, it is psychological effect of trust, customers has the tendency to commit to one brand when they trust them. This perception is applicable to every after — sale services.

Improve Customer Service
Coming to next concern is how business can maintain the same working spirit if they want to be customer — centric or we can stay being well — known for the after — sale service. This depends on the internal stakeholders who want to change their business’s culture so their staff can be self — motivated to solve customers’ complaint with their best.
There is no denial in the importance of reducing cost in any business. That is the reason business tries to reduce resources’ usage and customer service department is no exception. However, without the necessary resources, employees will fell devastated when customers’ complaints come in because they c