1. two key psychology in the process of handling customer complaints, we must first have two key psychology, which lays the foundation for handling complaints well.

1.

Empathy

Most customers who complain are angry and out of control, and they will get angry with whoever they meet. Therefore, it is easy for service personnel to feel disgusted with customers psychologically, and feel that customers are having a hard time with themselves or are uneducated. So I inadvertently put myself in opposition to the relationship with customers and adopted an attitude of confrontation or disregard. Such an idea can only lead to the occurrence and escalation of conflicts, and it will not help solve the problem. In fact, the most important thing at this time is to be empathetic, that is, to look at the problem from the customer's standpoint, understand and trust the customer, and believe that the customer's grievances are justified. The reason why they complain is that some of their needs have not been met; They get angry with everyone they meet, not because of their nature, but because every service person is regarded as a representative of the enterprise. Being empathetic does not mean that the customer must be right, but trying to understand why the customer is so upset, what makes him so angry, and what is his problem? As long as we think about the problem as much as possible, service personnel will have an understanding and sympathy for customers, and will not regard customers as annoying and unreasonable people.

2.

Restraint

Scientific research has found that when a person is faced with an attack, he will instinctively make a fight or flight response, and his adrenaline secretion will be accelerated, his heart rate will be accelerated, his blood pressure will rise and he will be short of breath, and his body will automatically prepare for the attack. These physiological reactions helped our prehistoric ancestors escape, but at this time it hindered the effective handling of customer complaints. The correct choice is to suppress the spontaneous reaction of the body to the customer's anger and let it return to a quiet state, that is, restraint. A team confrontation game about "lion and tiger" explains the effect of restraint well. Team members are divided into two groups, one group plays the role of "lion" and the other group plays the role of "tiger". Stand face to face, raise your hands, keep parallel to the ground, and put your palms together. Then let the tiger put pressure on the lion. It can be seen that the "lion" who desperately resists the "tiger" will encounter greater resistance; The lion who didn't resist the tiger met with little resistance, and even the tiger let go unconsciously. The customer is equivalent to the "tiger" in this game. His anger and complaint are equivalent to putting pressure on the service personnel. If the service personnel treat customers with the same attitude, customers will fight back with greater anger; But if the service staff always treats him with a polite and friendly attitude, it will gradually reduce the anger of customers. When the customer is calm, the problem will be solved. Therefore, only by restraining your emotions can you control the emotions of customers.