. Two key psychology

In the process of dealing with customer complaints, the first to have two key psychology, which lays the foundation for dealing with complaints.

1.

Empathy

Complaining customers are mostly angry, out of control, and angry at whoever they run into. As a result, the service personnel is very easy in the psychology of the customer resentment, feel that the customer is in and their own bad, or uneducated. So inadvertently put their own relationship with customers against each other, take the attitude of confrontation or ignore step on. Such ideas can only lead to the occurrence of conflict, escalation, does not help solve the problem. In fact, the most important thing is to hold empathy, that is, to stand in the position of the customer to look at the problem, understanding, trust customers, believe that the customer's grievances are justified, the reason why they complained because some of their needs have not been met; the reason why they see who is angry at whom, not because of the nature of the so, but to each service personnel are regarded as representatives of the enterprise. Holding empathy does not mean that the customer is necessarily right, but as far as possible to understand why the customer is so difficult, what makes him so angry, his problem is where? As long as as possible to think this way, service personnel will have an understanding of the customer, empathy, and will not see the customer as an annoying incomprehensible people.

2.

Restraint

Scientific research has found that when a person is faced with an attack, he or she instinctively reacts by fighting or fleeing, with adrenaline pumping, the heart beating faster, the blood pressure rising, and the breath coming in short gasps, as the body prepares to deal with the attack automatically. These physiological responses helped our prehistoric ancestors to escape, but they prevented the effective handling of customer complaints. The right choice is to suppress the body's spontaneous response to customer anger and return it to a quiet state of restraint. The effect of restraint is well illustrated by a team game of "Lions and Tigers". Team members are divided into two groups, one playing the role of the "lion" and one playing the role of the "tiger". Standing face to face, they raise their hands parallel to the ground, palms together. Then let the tiger put pressure on the lion. As you can see, the lion that desperately resists the tiger encounters more resistance; the lion that does not resist the tiger encounters very little resistance. "The lion that does not resist the tiger encounters very little resistance, and even the tiger releases its hand without realizing it. The customer is the equivalent of the "tiger" in this game, and his anger and complaints are tantamount to pressurizing the service staff. If the service person treats the customer with the same attitude, the customer will fight back with greater anger; but if the service person always treats him with a polite and friendly attitude, it will make the customer's anger slowly decrease. When the customer returns to calm, the problem will be solved. So, restrain your own emotions to control the customer's emotions.