What principles and attitudes should customers follow when complaining?
1, take customer's criticism as an opportunity for improvement.
2, when appropriate, even ask customers to give you criticism.
3. Use active listening skills to make sure you understand the customer.
Listen carefully and see if you really need to improve.
Thank you for your advice.
Principle:
Three noes:
Not shy, not afraid, not casual.
Seven elements:
Equality, openness, sincerity, recording, reporting, timeliness and feedback.
Empathy and positive attitude
This should be the first time you've felt this way. If you are a customer, what are your feelings and expectations?
Then make a judgment according to company regulations and national laws, which is generally higher than national policies, and will give customers a slightly higher expectation and be easy to solve.
I believe you asked about receiving a complaint, not being complained ~ ~
If you can explain the industry, products and complaints clearly, you will get a clearer answer.
Give a general answer first:
1. First of all, be sure to understand the focus of customer complaints, otherwise, customers will often be more angry when they find that the customer service staff's answers are irrelevant;
2. Secondly, of course, it is to answer questions.
(1) Correct classification problem.
(2) Assign to each department and find out the answers respectively.
(3) Give an answer to the question, give a solution to the answer, and then respond to the customer.
(4) It is not your own problem to assist customers within your ability.
(5) If it cannot be solved, try to win the understanding of customers.
3. Some companies' style (bad attitude) is super invincible, which will create some vague but polite words, with the purpose of: sending customers away; As for whether the customer is satisfied, I don't care. For example:
-bureau x 12xxx: China x maliciously ordered xx value-added services for you? Didn't you get a refund?
-China X: Bad signal? Then we will "adjust" the signal and "optimize" the signal;
-China X Mobile: Did you confirm the coverage of the 4G signal of the said address? At present, it is impossible to improve immediately.
-Mobile phone company: Is a function abnormal? Please delete the third-party software. If it becomes normal, it is caused by third-party software, which has nothing to do with our company.
-Gas Company: There is no problem after the test, but it still smells of gas? That's the normal allowable range because the instrument can't detect it.
If your company really wants to solve customer complaints (I hope so), then start with 2.
What principles should be followed in the primary training of bodybuilding? The training principles of primary bodybuilding training are as follows:
1, incremental overload training principle
It is the basis of enhancing any physical quality (strength, muscle circumference, endurance, etc.). ) to gradually increase the load on the muscles and let the muscles receive more intense training. For example, to increase strength, you must use more weight; If we increase the muscle circumference, we should not only adopt heavier and heavier load, but also increase the number of training groups and the number of training times per week; In order to increase the endurance of local muscles, it is necessary to gradually reduce the interval between groups or increase the number of training groups and training times. Everything has to grow slowly. Overload training is the basis of all physical training methods.
Note: It is usually used for ultra-intense or high-intensity training.
2, multi-group number training principle
Multi-group training principle (sometimes up to 3-4 groups at a time) enables each muscle group to get complete and thorough exercise and achieve maximum muscle expansion.
Note: in different training courses, you should arrange the appropriate number of training groups according to your physical condition and the strength of the exercise parts.
3. The principle of isolated training
Different muscle groups can be trained together or relatively separately. In the process of completing the action, each muscle has its own strength characteristics, but there is always a certain muscle group that is the main force, and other muscles play a synergistic or fixed role or antagonistic role relative to the joint. In order to develop the muscles of a certain part independently to the greatest extent, it is necessary to separate the muscles that exert the main strength from other muscles as much as possible. Can be changed according to the anatomical position. For example, Scott (diagonal brace) bending exercise is better than narrow grip weight pull-down exercise.
Note: it is suitable for muscle training that needs key development.
4, the principle of comprehensive muscle training
If you want to keep your muscles growing, you can't use a fixed exercise course. If the same movements, groups, times and angles are fixed, muscles can't get sufficient strength to grow.
Note: Applicable to normal training courses.
What principles should the elderly follow when conducting behavior training? Physical exercise is good for the elderly. However, the elderly should do what they can, take part in physical exercise, abide by the principles of physical exercise, maintain good thoughts and emotions, and avoid excessive mental stress and overload exercise.
In recent years, more and more elderly people like physical exercise. Although the intensity of most people's sports is relatively low, the incorrect exercise mode will still lead to many diseases, especially soft tissue injury. Because the soft tissue in the elderly degenerates quickly and is not easy to recover after injury, the elderly should take part in physical exercise, in addition to choosing items with less load, they should also do what they can and persevere, and at the same time follow the five guiding principles of exercise for the elderly issued by the World Health Organization:
First of all, we should pay special attention to sports that contribute to cardiovascular health, such as swimming, jogging, walking and cycling. Experts believe that since cardiovascular disease has become the "first killer" threatening the elderly, it is particularly important for the elderly to consciously exercise the cardiovascular system. In order to ensure effective cardiovascular exercise, experts suggest that qualified elderly people should do different types of exercise for 30-60 minutes 3-5 times a week, with intensity ranging from mild to mild and intense, that is, increase their heart rate by 40%-85%. Of course, older people or people with poor health can do it for 20 to 30 minutes at a time, and the effect of exercise is worse.
Second, we should pay attention to weight training. The previous view was that the elderly were not suitable for weight training. In fact, moderate weight training has a positive effect on slowing down bone loss, preventing muscle atrophy and maintaining the normal function of various organs. Of course, the elderly should choose lightweight and safe weight training, such as lifting small sandbags, lifting small barbells, and pulling light spring belts. And it should not be too long at a time to avoid possible injuries.
Third, pay attention to maintaining the "balance" of physical exercise. Moderate exercise is equally important for the elderly. But no sport is suitable for anyone. The "balance" of physical exercise should include muscle stretching, weight training, elastic training and other aspects of exercise. As for how to match, it depends on personal circumstances, and one of the most important factors to consider is age.
Old people and people who are weak should also take part in sports. The traditional concept holds that the elderly (generally over 80 years old) and the physically weak people often do more harm than good, but the new concept of fitness advocates that the elderly and the physically weak people should also take part in exercise as much as possible, because for them, sedentary (or lying down for a long time) means accelerating aging. Of course, they should try to choose sports with less side effects, such as walking instead of running and swimming instead of aerobic exercise.
Fifth, pay attention to the psychological factors related to sports. Exercise must be persistent, which may be more important for elderly bodybuilders than young people. Unfortunately, due to physical weakness, poor physical fitness, weak willpower or pain, many elderly people often have some negative emotions (such as impatience, fear of suffering, fear of making a fool of themselves, and frustration due to failure to achieve the predetermined goals). ), it may make the exercise fail to achieve the predetermined fitness effect, or make the elderly bodybuilders give up halfway, or "fishing for three days and drying the net for two days". In view of this, experts ask fitness coaches to pay attention to the negative emotions they may have when making scientific fitness plans for the elderly.
What principles should be followed when collecting and distributing vaccines? When collecting or distributing vaccines, the principle of "short validity period first, then long validity period" should be followed.
And the principles of first production, first output, first in first out and first out in the near future.
Planned distribution
What principles should a tour guide follow when dealing with the personalized requirements of tourists, which are reasonable and possible?
Tourists' requirements are not illegal, and conform to the moral standards of China people and the professional ethics of tour guides;
(2) Tourists' requirements do not violate travel agreements and contracts and do not change the established itinerary;
(3) Tourists are willing to pay the relevant fees, although this causes some changes in the contract or reservation.
What principles should countries in the world follow when cooperating? Five principles of peace.
State the principles that salespeople should follow when dealing with customers' objections (1) and briefly analyze the teaching materials.
The content of this lesson is selected from the second section of Chapter 7 of Marketing Practice (Higher Education Press) edited by Cui Liqun and Su.
(page 1 15), * * * needs 2 class hours, and this class is probably the first class hour. Teaching materials always focus on the needs of professional posts, and cultivate students' independent innovation and entrepreneurial spirit and actual sales ability.
(B) the position and characteristics of this course in the teaching materials
The textbook I chose is the designated textbook for the college entrance examination for business majors. The content of "handling customer objections" in this lesson is one of the most basic and important knowledge points in the textbook. Correctly treating and properly handling customer objections is the key to concluding a transaction, and it is also the basic ability necessary for salespeople.
(3) Teaching objectives
1. Knowledge objective: Through the teaching of this course, students are required to understand the basic principles that should be followed when dealing with customer objections and master the best opportunity to answer customer objections.
2. Ability goal: to cultivate students' ability to find, analyze and solve problems.
3, moral education objectives:
(1) requires students to fully understand that "customers are God" is the source of enterprise survival and development;
(2) Help students develop a good occupational character.
The concepts of occupation, occupation interest, occupational character and occupation ability are introduced in teaching to help students develop a good occupational character, which complements occupation ability. Generally speaking, the key to success in the workplace is professional ability, but also professional interest.
In particular, the role of occupational character cannot be ignored.
(D) Teaching focus and difficulties
1, key points: 7 principles for handling customer objections; How to choose the best time to answer customer objections and finally reach a deal?
2. Difficulties:
(1) Flexible and comprehensive application of customer objection handling principles.
(2) Implementing moral education goals.