1, you are the store

For the customer, the direct contact is you, so you are the representative of the store. So:

Conclusion 1, you can not push the problem to someone else;

Conclusion 2, if the customer really need to talk to someone else, then do not push him to a person you have not been informed in advance, but to personally introduce your mechanic colleague to the customer, and at the same time, should be given to the customer a reassuring sentence: "If he still can not satisfy you, please feel free to come to me again. me."

2. Always put yourself in the customer's shoes

How do you want to be treated? How was the last problem you encountered resolved to your satisfaction? Put yourself in the customer's place and you'll find the best way to resolve such complaints.

3. Words to use in any situation

Don't say, "I can't do it," but use affirmations such as, "I'll do my best";

Never say, "This is a problem. This is a problem", but say "there must be a way";

such as the customer to ask you for something impossible to do how to do? It's simple: take the customer's point of view and try to say, "This is out of line with our company practices, but let's try to find another solution.

4, more say "we" less say "I"

Consultants in say "we" will give each other a psychological implication: I and the customer is together, is to stand in the customer's point of view. Is standing in the customer's point of view, although it is only one word more than "I", but a few more points of closeness.

5, to maintain the same way of talking

This point some of our young shoppers may not pay much attention to, they are quick-witted mouth, talking is not divided into objects like a machine gun like fast-paced, encountered customers are on the age of ideas to keep up with, simply do not know what you're talking about, it is easy to cause customers to be disgusted.