很多员工都会有这样的感受,客户在投诉时会表现出情绪激烈、愤怒,甚至对你破口大骂。此时,你要明白,这实际上是客户的一种发泄,把自己的怨气、不满发泄出来,客户忧郁或不快的心情便得到释放和缓解,从而维持了心理平衡。此时,客户最希望得到的是同情、尊重和重视,因此你应立即向其表示道歉,并采取相应的措施。 Many employees will have this feeling, customers complain when they show intense emotions, anger, or even shouted at you. At this point, you have to understand that this is actually a customer vent, vent their grievances, dissatisfaction vent out, customer distress or unhappy mood will be released and alleviated, so as to maintain the psychological balance. At this point, customers most want to be sympathetic, respected and valued, so you should immediately apologize to them and take appropriate measures.