Customer complaints five strokes fire.docVIP

 PAGE \* MERGEFORMAT 6 Customer complaints five strokes fire In response to customer complaints, it is inevitable there will be a small part of the character of extreme customers easily and out of control, dealing with bad higher risk of high emotional conflict, and even cause the Company’s public relations crisis, thus enabling enterprises to being utterly exhausted. The following approach based on general rules of psychology, and perhaps make a complaint blown beard stare customers quickly fire to prevent incident from expanding. Low down Handling customer complaints, as far as possible to sit down and talk to each other, so that the other side lowered center of gravity, to avoid and communicate with each other standing. According to psychological studies have shown that the level of people’s emotional and physical center of gravity is proportional to the higher center of gravity, the more likely sentiment is strong. Therefore, to communicate more often than not sitting in standing up to communicate more easily lead to conflicts, while the lower seats while the smaller the possibility of temper, it is often said that ‘outraged’. In dealing with customer complaints, if the other party with the higher emotions, facts and arguments are useless, and simply listen to the other side. The first thing that should let the other side to sit down, to calm the other side and then to communicate. Can even receive complaints, specifically placed several groups, particularly low sofa, and sit as long as one would Xianxia Qu, up effortlessly when you still feel that, then the customer a contraction in the body center of gravity down, naturally, not easy to get angry. Feedback listen and take notes To listen to feedback, that is to listen to each other’s talk, and pay attention when you take the initiative to give feedback. Communication and psychology, according to the law, so that my facial expressions, language, movement and the other is saying, in unison, that is