Last time, the complaints caused by tourists' dissatisfaction with the service quality and service facilities in scenic spots were expounded respectively. When complaints inevitably occur, as the staff of scenic spots, they must not shirk their responsibilities or ignore tourists. Instead, we should put ourselves in the tourists' shoes, analyze the reasons, find out the situation and put forward effective solutions for tourists. Then we'll give you some suggestions on how to handle tourists' complaints skillfully:

First, the complaint acceptance method:

sit down

When dealing with customer complaints, try to let the other party sit down and talk, let the other party lower their focus and avoid standing and communicating with the other party. According to psychological research, people's emotional level is directly proportional to the height of the body center of gravity. The higher the center of gravity, the easier it is to get emotional. Therefore, standing communication is often more prone to conflict than sitting communication, and the lower the seat, the less likely it is to lose your temper, so people often say "angry."

When dealing with customer complaints, if the other party is in a high mood, it is useless to put facts and reason, and the other party simply won't listen. The first thing is to let the other person sit down and wait for the other person to calm down before communicating. You can even put several groups of particularly short sofas in the place where you receive complaints. As long as you sit down, you will sink in and feel laborious to get up. Then the customer shrinks, the center of gravity moves down, and naturally it is not easy to get angry.

Feedback listening

And take notes and listen to feedback, that is, take the initiative and pay attention to feedback when listening to each other. According to communication psychology's law, keeping one's expression, language and actions highly consistent with each other's speech is the expression of spreading speculation. Listening with feedback will make customers feel valued, greatly improve each other's satisfaction and easily stabilize their emotions. The general principle of constant feedback in expression and language is: eyes should be big but small, mouth should groan, body should swing back and forth, expression should be surprised or seriously focused or nod and smile, accompanied by corresponding language, such as "What" and "How could this happen!" "Please repeat what you just said?" Wait a minute. At the same time, you can also carefully record what the other party tells, which is very formal and serious, so that the other party feels more understood and valued. Of course, these behaviors only mean "I'm listening carefully" and do not mean agreeing with each other's views. In the face of customers, many people will listen with a straight face, which is the most taboo behavior. This will make the other party feel that the grievances are not taken seriously and the anger is getting bigger and bigger.

Repeat each other's words

In communication, you can sort out the customer's conversations and ideas, and then feed them back to each other in your own language. For example, "I'll check with you again in order to make my understanding accurate." You just said the following seven points. What is the first point? What is the second point? Do you think I understand correctly? The rest, you go on. "This kind of repetition can make it feel highly valued. The other party will definitely listen to your repeated words in turn, and find mistakes or omissions, which will naturally be more conducive to reducing the fire. The frequency of repeating each other's words is directly proportional to the customer's mood. The higher the other person's mood, the more frequent it should be, so as to try to calm the other person down.

Conversion site

After the first three boards are chopped, if the customer's mood is still unstable, you can consider asking the other party to talk somewhere else. For example, "the room here is small and the stool is uncomfortable." Please go to another office with a comfortable sofa, and I'll make you a cup of tea. After arriving at the new venue, customers will involuntarily distract themselves to analyze the new venue, and high-profile emotions can be quickly alleviated.

punish severely

That is, let the other party feel that this problem is being or will be dealt with soon. Regardless of the customer's mood, the ultimate goal is to solve the problem. Let him feel that the problem is being dealt with and will naturally calm down gradually.

Even if you can't take the actions that customers expect, customers will still be satisfied if you can do the following:

1. Prepare the form for the other party to fill in. Usually, filling out the form is equivalent to signing, which is very formal and will make customers feel that the handling procedures are standardized and their complaints have been taken seriously.

2. Take out the notebook you carry with you and record it when the other person is talking. When the other party was almost finished, he promised to deal with it seriously and put the brochure in his pocket. These actions are to tell customers that the purpose of the complaint has been achieved, help customers stabilize their emotions, and provide a negotiation environment that minimizes major issues. Many people simply reply with words after hearing customer complaints: "Don't worry, we will solve your problem as soon as possible." Practice has proved that this sentence will make customers feel more at ease.