How to solve the problem? Posts Tagged ‘carusell’
“Who is it?Oh my dad, that’s me.”
The film “Fear and Hate in Las Vegas”
So the problem.It doesn’t matter what.We need to resolve it, and more accurately, correctly build communication for its solution.Let’s take an example.The company is engaged in the supply of household equipment from Germany on order.A regular customer ordered a refrigerator.You bought the goods, but you were arrested at the border.The customer has been calling you several times.I laughed.Oh, how bad.What are your actions?You need to explain to the buyer what happened to his refrigerators.Remember that it is better to tell everything as it is.Not to minimize the problem.You need to call and talk.or to write.What to say/writ?Your client message will be built according to the following scheme:
1 .Explain what happened: "David Polykarpovich, I want to tell you that the next situation has happened..."The 2ndLet’s understand that you’re worried and that it’s all uncomfortable for you: “I’m very uncomfortable that the delay in delivering refrigerators brings you trouble.”Attention !We use the association: “I understand you.I also have a lot of nerve.”3 .And now the most important thing: tell us what measures you have taken or are going to take to resolve the situation.“I contacted my broker by phone.It will be on the customs in the morning.Since the documents on the transport of goods are all wrong, I think it will help solve the situation.”We then ask the customer to give us a “sign”:
“If you are willing to wait at least 18 hours, please notify.If it’s okay, I’ll bring your order tomorrow.I’m waiting for your answer.”Imagine you are David Polykarpovich.The terms of your supplier are the most profitable, and the reimbursement you have already made.You are worried about your goods.But what the supplier told you a little clarifies the matter and gives hope.How will you behave?David Polykarpovich agrees to wait.On the morning, even before the start of the working day, near the house where his office is located, a car with the order is already standing.The summary.1 .Instead of acknowledging your guilt (possibly, and objectively there is no guilt), you do not prevail the role of the crap-reducer, but let the customer understand that it is also important for you to resolve this situation.The 2ndIn the second stage, you can use the adhesive reception: “I do this situation too unpleasant.”3 .Tell us what real actions you’ve taken or you’re planning to take to fix the situation.You can also offer the customer an additional option, which he will receive as a bonus for the problems.Friends, of course, this method is not a pancreas.And I don’t give you a 100% guarantee that everything will end up with a hippie.But to do everything possible to resolve the situation, it is necessary.
The film “Fear and Hate in Las Vegas”
So the problem.It doesn’t matter what.We need to resolve it, and more accurately, correctly build communication for its solution.Let’s take an example.The company is engaged in the supply of household equipment from Germany on order.A regular customer ordered a refrigerator.You bought the goods, but you were arrested at the border.The customer has been calling you several times.I laughed.Oh, how bad.What are your actions?You need to explain to the buyer what happened to his refrigerators.Remember that it is better to tell everything as it is.Not to minimize the problem.You need to call and talk.or to write.What to say/writ?Your client message will be built according to the following scheme:
1 .Explain what happened: "David Polykarpovich, I want to tell you that the next situation has happened..."The 2ndLet’s understand that you’re worried and that it’s all uncomfortable for you: “I’m very uncomfortable that the delay in delivering refrigerators brings you trouble.”Attention !We use the association: “I understand you.I also have a lot of nerve.”3 .And now the most important thing: tell us what measures you have taken or are going to take to resolve the situation.“I contacted my broker by phone.It will be on the customs in the morning.Since the documents on the transport of goods are all wrong, I think it will help solve the situation.”We then ask the customer to give us a “sign”:
“If you are willing to wait at least 18 hours, please notify.If it’s okay, I’ll bring your order tomorrow.I’m waiting for your answer.”Imagine you are David Polykarpovich.The terms of your supplier are the most profitable, and the reimbursement you have already made.You are worried about your goods.But what the supplier told you a little clarifies the matter and gives hope.How will you behave?David Polykarpovich agrees to wait.On the morning, even before the start of the working day, near the house where his office is located, a car with the order is already standing.The summary.1 .Instead of acknowledging your guilt (possibly, and objectively there is no guilt), you do not prevail the role of the crap-reducer, but let the customer understand that it is also important for you to resolve this situation.The 2ndIn the second stage, you can use the adhesive reception: “I do this situation too unpleasant.”3 .Tell us what real actions you’ve taken or you’re planning to take to fix the situation.You can also offer the customer an additional option, which he will receive as a bonus for the problems.Friends, of course, this method is not a pancreas.And I don’t give you a 100% guarantee that everything will end up with a hippie.But to do everything possible to resolve the situation, it is necessary.
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