Und es sind nicht nur die Worte, es ist auch die Gesprächsführung, die hier wichtig ist. Heben Sie sich beim Beschwerde-Management am Telefon mit der folgenden Strategie und den 21 Mustersätzen positiv von anderen ab.
7 steps and 21 sentences that will keep your customers happy
Step no. 1 – Be sympathetic
Give the caller a chance to tell you what is wrong. Don’t try to explain
anything at this stage but do show you understand why they are complaining.
- I’m sorry to hear that.
- I see what you mean.
- I can understand that you are feeling upset.
Step no. 2 – Ask for details
Listen carefully and ask for details. Give the caller a chance to vent his or her anger.
- Please tell me what happened.
- Can you tell me when all this was?
- Could you describe that for me, please?
Step no. 3 – Apologize
Even if you’re not yet exactly sure what happened, and even if it’s not your fault, apologize. Saying “sorry” is not an admission of guilt, but it will usually calm the caller down. If it was your fault, or your department’s fault, admit it.
- I’m really sorry to hear that.
- I’m sorry this happened.
- That was entirely my fault. I apologize sincerely.
Step no. 4 – Explain
Now that you’ve apologized, explain as clearly and as honestly as you can what happened. But keep the explanation brief. The caller will be more interested in what you are going to do than in why something happened. If you don’t know what happened, say so, but stress that you will find out.
- Please let me explain.
- We’ve been having teething problems with our new computer system.
- I don’t know how that happened, but I will definitely find out and let you know.
Step no. 5 – Do something
Decide what you are going to do and tell the caller what they can expect. Promise not to waste any time.
- I’ll tell you what I’m going to do right away.
- I’ll go straight to the shipping department and see that they send you the missing parts.
- Of course we will give you compensation for the damage.
Step no. 6 – Ask for their cooperation
This step is particularly important if the caller is aggressive or if you think they are going to make impossible demands. It involves including them in the process and asking them what they think would be fair. Asking people for their cooperation, and especially asking them to be fair, usually makes them much calmer.
- Let’s try to reach an agreement.
- What would you like me to do?
- What do you think would be fair?
Step no. 7 – Thank them
At the end of the conversation, thank them for getting in touch with you. Thank them even if you were not happy with the outcome of the call.
- Thank you for calling and letting me know.
- I really appreciate your calling. Thank you very much.
- Thanks very much for pointing this out to me.