How Should We Deal With Difficult Customers When Facing Difficult Customers?

< p > < strong > a difficult customer is the following four kinds of people: < /strong > < /p >
< p > 1, stubborn weirdo < /p >
< p > this kind of customer is not concerned with solving problems, but "complains for complaints". Their motto is "I am right, you are wrong." They try their best to prove that they are right, and the other side is an unqualified customer service provider. < /p >
Employees in the photo shop have encountered such a situation. A customer accuses him of not printing his photo and exposing himself to the insufficiency. Although he later admitted that he did not use enough lighting, he still complained why he did not fix it when he washed it. Stubborn eccentric people accounted for 36% of the customers who were hard to deal with. P < /p >
< p > 2, nagging < /p >.
"P", this kind of customer will only keep nagging. Totally ignoring any solutions, they have an unusually strong demand for expressing themselves. The nagging accounts for 17% of the hard customers. < /p >
< p > 3, arrogant person < /p >
< p > these customers always expect you to drop everything immediately to solve the problem for him. If you have helped him to submit the problem to the process, he called more times than the average person. Self importance accounts for 34% of the hard customers. < /p >
< p > 4, I am looking for your boss! < /p >
< p > these customers always ask for your supervisor immediately when they encounter problems, so that you feel as if you are an idiot. "If you can't give me what I want, then I'm sure your boss will give it to me." They always ask, "is your boss in?" or "how long have you been in this company?" these people account for 11% of the hard customers. < /p >
< p > another 2% of the people are very difficult to encounter in some contingencies and unusual situations. < /p >
< p > < strong > two when you meet these customers, please take the following steps. < /strong > < /p >.
< p > first step, manage the expectations of the other party < /p >
< p > tell the other person to wait for a while, because something is busy ahead of him. At Disney Park, if there is a long queue in front of the amusement toys, the timer will show how long the last waiting person can wait for the game to play, and this time is often 10 minutes longer than the real situation. The waiter will say, "wait a moment, please." In the hotel, you will be told: "your room will be taken care of at 11." < /p >
< p > second steps, give him a < a href= "http://sjfzxm.com/news/index_q.asp" > reason < /a > /p >
< p > research shows that people are more likely to accept the reason of being told, and it is difficult to accept the problem that even the cause is unknown. The customer service of a computer printer manufacturer handled a complaint like this: a customer called to complain about the wrong color produced by the printer, which has been going on for 3 days. The customer service representative told him that the customer was very unhappy because of the weather. He asked for a definite answer when he could solve his problem. At that time, the customer service representative continued to explain that it was because the humidity around the printer was too big. If he wanted to solve this problem as soon as possible, he could buy an air dryer. Do you have such a simple answer to solve the general complaints of customers? < /p >
< p > Third, praise their patience < /p >
< p > tell each other you thanked him for his cooperation. When you thanked someone or praised someone, you opened the door to cooperation. < /p >
< p > three should pay attention to avoid errors < /p >.
< p > 1, humor < /p >.
< p > although you and the other side have gradually become familiar with each other, do not laugh at it until you have seen the result that you can both achieve satisfactory results, which will damage your professional image. < /p >
< p > 2, "known" syndrome < /p >
< p > some things may be common sense to you, but not everyone is like you. A customer returned a pager to the retailer because it could not work properly. When the customer service representative detects it, it is found that it is good. The original customer learned to turn on the power and how to read the information, but did not know that when no one sent the message to him, the pager would not display any information. < /p >