Successfully Handling Customer Dissatisfaction (China-Specific Marketing Idea Bank -- Successful Handling of Customers Series): One failed response can render 100 previous satisfactory interactions worthless.

Author: Chen Qihua
Publisher:
Publish Date: 2003-01-01
Features: In the seller's market era, even if customers are dissatisfied, they will not pose a threat to the merchants; 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 strive to avoid customer dissatisfaction but also be good at resolving it, turning dissatisfied customers into loyal ones. This book starts from a realistic perspective and comprehensively analyzes the various reasons for customer dissatisfaction, using customer complaints and objections as levers to introduce in detail the methods, principles, and techniques for dealing with customer dissatisfaction.
For businesses, merchants, or salespeople, customer dissatisfaction is an unfavorable and dangerous factor, directly affecting the reputation and image of the enterprise, as well as the trust customers have in the salesperson. This book starts from a realistic perspective and comprehensively analyzes the various reasons for customer dissatisfaction, using customer complaints and objections as levers to introduce in detail the methods, principles, and techniques for dealing with customer dissatisfaction. By applying the methods and techniques introduced in the book to handle customer dissatisfaction, you will once again win the opportunity and make your customer base stronger, more stable, and larger.