Successfully addressing customer dissatisfaction

Author: Chen Qihua, Editor-in-Chief
Publisher:
Publish Date: 2002-10-01
Features: In the seller's market era, even if customers are dissatisfied, they do not pose a threat to the seller; in the buyer's market era, the dissatisfaction of one customer can lead to the departure of a large number of customers. Therefore, we must not only avoid making customers dissatisfied but also be good at resolving customer dissatisfaction, turning dissatisfied customers into loyal ones. Based on a realistic perspective, this book comprehensively analyzes the various reasons for customer dissatisfaction and, using customer complaints and objections as a fulcrum, details the methods, principles, and skills for addressing customer dissatisfaction. The book is divided into five chapters, comprehensively analyzing the various reasons for customer dissatisfaction and, using customer complaints and objections as a fulcrum, detailing the methods, principles, and skills for addressing customer dissatisfaction.