Face aux écarts de prix dans votre magasin de détail, comment vous adressez-vous à un client frustré ?

One of the best outcome that i have experienced while listening to customers is that, the customer feel more satisfied and they do get a feeling that we will solve their query somehow. Being a patient listener solves 20% problem on the spot itself.

Acknowledge and Understand the Complaint Start by listening to the customer’s concerns without interrupting. Show empathy and validate their feelings. For instance, if a customer is frustrated about a pricing discrepancy, you might say, "I understand how frustrating this must be for you, and I appreciate you bringing it to our attention." Ensure you are actively listening by nodding and making eye contact. Taking the time to listen first helps de-escalate the situation, allowing the customer to feel heard and respected. It demonstrates that you value their feedback and are committed to finding a resolution.

Train your staff to always bring these things to your attention immediately. Take the guest to a private area so they feel free to talk. Allow them to talk without interruption. Apologize and listen without interruption. Assure the client it is a mistake and the mistake will be addressed with full disclosure. This discrepancy will be resolved to the clients satisfaction.

When a customer complains about prices, I: 1. Listen to them attentively and with empathy. 2. Apologize, even if not at fault, to calm them. 3. Investigate the issue and offer them a fair solution, like a discount or exchange. 4. Aim to leave them satisfied and reaffirm my commitment to a great experience.

Seems simple steps but needs strong composure to apply and provide the best customer service in hardest situations. -Acknowledge -Align -Assure

Sau khi đã xác định tính trung thật của phản ánh khách hàng. Việc kế tiếp, chúng ta tiến hành đánh giá lại các sản phẩm được cho là giá chưa đúng. Quá trình này nên được thực hiện bao quát và chi tiết. Có thể áp dụng phương pháp 5 Why và Root Cause Analysis để tìm ra nguyên nhân cốt lõi của vấn đề. Từ đó đưa ra giải pháp phù hợp.

Price integrity issue is one of the common issues, yet very cautious matter to deal within a retail store. A manager should deeply dive into the day to day operations of the store, and thorough verification of removal of old price tags/shelf edge/ offer boards and adding the updated price information for a smooth customer experience is very necessary. If anything goes wrong in the case of price integrity, address the customer, and should honor the displayed price.

After verifying the price, approach the customer with a solution, do not say why we can’t do that, say that how we can help the customer.

O preço também comunica. É muito importante para a saúde de qualquer negócio, entender que o preço é um fator que direciona o produto para um público específico. Quando um número elevado de pessoas reclamam sobre o preço, é necessário avaliar os seguintes pontos: - Quem é o meu público-alvo? - Qual o custo total do meu produto? - Qual a média de preço praticada pelo mercado? - Quem está sendo impactado pela minha comunicação? A partir desses fatores, é possível validar hipóteses e entender se é necessário reajustar o preço ou reposicionar o produto para o cliente certo.

Les écarts de prix est un problème courant et il ne faut pas prendre le problème à la légère. C'est pourquoi, avec les prix, il faut davantage être rigoureux, car cela peut frustrer un client et perdre la confiance de celui-ci. Un client non satisfait est un client perdu et un manque à gagner pour l'entreprise pour un problème pouvant être évité en amont. Pour cela, il faut davantage vérifier les prix avec des logiciels internes à l'entreprise et produire de nombreuses vérifications lors de périodes intenses (Black Friday, Soldes, French Days...). Une fois le prix vérifié, il faut informer le client du prix exact et trouver un accord ensuite.

Be Calm and come with solutions, when customer get angry, me make sure we listen carefully what their need and not immediate clem them down, after a few minutes, we can try to offer solutions that relate for their matters and concerns, by offering fast solution that will make your customer fell listened and also being taking care of

Giải pháp đề xuất: Cần đảm bảo giải pháp đưa ra phải giải quyết được đúng nguyên nhân cốt lõi của vấn đề. Có kế hoạch phòng ngừa đi kèm (đào tạo lại nhân viên, dùng công nghệ công cụ mới để không xảy ra lỗi...) Bên cạnh đó, cần có chương trình thông báo khách hàng cụ thể: Nhận lỗi về sự sai sót, cung cấp chương trình khuyến mãi đền đáp, trực tiếp liên hệ với các khách hàng bị ảnh hưởng bởi sự không đúng giá đó để khắc phục sự cố.

The best way to address the situation is to acknowledge and accept your fault, as most customers appreciate knowing that their complaint is valid. Additionally, offering a small gift or token of appreciation can further show your commitment to making things right The most important part of this process is successfully resolving the issue. A satisfied customer will become a brand ambassador for your store, spreading positive word-of-mouth and reinforcing trust in your business

Dans une situation d'incohérence de prix, dans la majorité des cas, le client gagne et il est logique que le client soit le roi et que l'on applique le prix le plus bas pour le client. Il peut arriver que le client ne soit toujours pas satisfait du prix ou qu'il soit réfroidi et qu'il ne souhaite plus acheter. Nous nous devons de trouver des solutions alternatives comme proposer des suggestions d'un article similaire à un prix inférieur, lui proposer une offre personnalisé, lui offrir un bon d'achat sur le prochaine achat...

Making sure your team is ready to handle pricing mix-ups is key to keeping customers happy. Staff should know the store’s price matching rules and be able to make customer-friendly decisions. Plus, giving them the power to throw in freebies or extras can turn a tricky situation into a win for the customer. Regular training helps keep everyone sharp on the best ways to handle these issues, so customers always leave feeling appreciated and taken care of.

Training is the most important! You cannot let your troops go into battle without putting them through the necessary training. The training that works the best is the one that simulates real life training. Managers must ensure monthly role plays where you put your staff through various scenarios and then see how they react, the managers must then appreciate the correct moves and should suggest alternative measures for things done incorrectly

Document the incident for internal review. Use it as a learning opportunity to improve processes and prevent similar issues in the future and can be used for training and development.

Make sure your team is well trained to handle any customer question/complaint/request. It is also important to train the team to know how to handle any arising situation. A positive attitude towards finding solutions and attending to customers will relief stress and yield positive outcomes

Definitivamente que hay que escuchar al cliente es el paso más importante. Tomar decisiones pensando en la experiencia de servicio que deseamos brindarles a cada uno de los clientes que entran a la tienda. Mejor perder unos $ a perder un cliente, generar comentarios negativos en redes sociales y de boca en boca. Recordar que cada caso es diferente, en algunos países se tienen legislaciones que indican que el precio que está marcado en la góndola o el empaque (que pudo ser objeto de un error o confusión) es el que se debe cobrar, aun si hay un precio de lista en sistema es mayor. Solicitar las disculpas sinceras, hablar con el equipo y estar al día capacitando para que todos sepan atender estas situaciones a futuro.

La clave está en la escucha y en la formación de los empleados. No importan las políticas internas si los trabajadores del punto de venta desconocen cómo aplicarlas.