论文部分内容阅读
售后服务技巧:保持冷静平复顾客的情绪上海第一八佰伴商厦老凤祥专柜卢军一天,店里来了一位怒气冲天的男子。他不由分说抓住我的胳膊,气愤的说:“你‘斩’了我四五千元”。我被这突如其来的举动惊呆了,一时不知如何是好。片刻,我想起一周前,这名男子在柜台买过一枚铂金男士钻戒。他有可能是对这枚钻戒不满意,但也不应该有这种举动。我只好忍着委屈,和和气气地向对方表示,有问题可以协商解决。话刚一出口,那男子便扬言:“别来这套,你打110好了,我不怕。”见此情景,我控制着情绪,冷静地请他到贵宾室去解决问题。那男子怒气未消,将钻戒扔进了贵宾室,并言语威胁。事态发展进入僵局。但我告诉自己冷静镇定,始终面带微笑地应对怒汉。我心里不断告诫自己:宁可顾客负
After-sales service skills: calm down calm customer emotions Shanghai first Yaohan Lao Fengxiang counter Lu Jun one day, the store came an angry man. He grabbed my arm without any explanation, said angrily: “You cut me four or five thousand dollars.” I was shocked by this sudden move, I do not know how to be good. A moment later, I remembered a week ago, the man bought a platinum men’s diamond ring at the counter. He may be dissatisfied with this diamond ring, but there should be no such move. I have to endure grievances, and said with the other side that there are problems can be resolved through consultation. Just then, the man threatened: “Do not come here, you hit 110, I am not afraid.” "Seeing this scene, I control my emotions and calmly invite him to the VIP room to solve the problem. The man anger was gone, the diamond ring thrown into the VIP room, and threatening words. The situation of development has entered a deadlock. But I told myself calm calm, always deal with angry smile Han. My heart constantly warned myself: rather customer negative