The principle of dealing with difficult customers 1. Be patient.
Difficult customers are labeled as "difficult to get along with" probably because their words and deeds often cause bad psychological reactions of others. For example, "I must die" and "I hate it". I believe many people are familiar with these words. If a lady or other receptionist says "I'm bored to death" when receiving customers, the only explanation is that the receptionist or service staff lacks patience. It takes patience to receive or serve customers. This is the first principle, patient service can "win" the customer's satisfaction and make the customer change from "intentional rejection" to "satisfactory acceptance". A philosopher once said, "If you win an argument, you lose a friend." We can also say: "If the service staff wins the guest, it is tantamount to slapping the guest and driving him away." Patience means not being impatient or bored. In the reception service, it is necessary to ask questions tirelessly and be considerate.
Not annoying. Introduce in detail, explain clearly, show patience everywhere regardless of the guest's words and attitude, and satisfy the guest in everything.
Case:
In a hair salon, three guests came at noon. As soon as I entered the hair salon, I shouted to wash my hair, and then I threw my cigarette butts on the ground. The service staff immediately went over and helped them up with a smile, but their smiles and actions did not get their understanding. They deliberately vomited more on the ground. The service staff patiently said to them, "Sir, please don't spit everywhere." The guest gave her a squint and spat on the ground. This is very impolite behavior, the service staff is very wronged, but they think of the store rules of customer first. Without speaking, she immediately picked up a paper towel and squatted down to wipe the sputum on the ground. At this time, a strange "silence" suddenly appeared in the hairdressing salon, and all the customers around cast contemptuous eyes on the guests who spit, and the guests who spit also slightly lowered their "noble" heads. When three guests were washing their hair, the waiter found that one of them was pale and uncomfortable. It is estimated that he drank too much. He immediately made him a cup of strong tea and said, "please drink this cup of strong tea, sir, and you will feel better." Soon, the guest vomited, and the service staff immediately poured him a cup of boiled water, handed him a towel and sent it to the guest with a smile. Throughout the reception, the guests were always "courteous and emotional", which made them very moved. People are not vegetation, who can be ruthless. When they left, Mr. Spitter gratefully said to the service staff, "Miss, please forgive everything just now." The guest also took out 100 yuan from his pocket to express his intention, which was politely declined by the service staff. Other guests nearby are also amazed at the patience and enthusiastic service spirit of the service staff. In the case, the service staff took a non-impatient, non-bored attitude towards many deliberate difficulties and difficulties in the reception service. In the whole reception process, patience and "affection" never left, and finally deeply touched the guests, proving that patient service can influence the guests and win their hearts.
Principle 2 of dealing with difficult customers: praise appropriately.
We know that. If you want to get close to someone, the best way is to praise him. Similarly, praise is a good weapon to deal with difficult customers. The significance of adhering to this principle is that praise can effectively restrain the unacceptable behavior of difficult customers, thus avoiding possible conflicts to a greater extent, and in many cases. Appropriate praise can even make customers' opposing feelings disappear, thus easily resolving the "war".
Case:
One day, Miss Deng went to Hairdressing Online to get a haircut. In the process of washing her hair, she found something wrong. She asked for jasmine shampoo when she washed her hair. Why do you feel a little mint now? Miss Deng asked the service staff angrily, "The shampoo you gave me. Have you adjusted the package? " The waiter paused: "no, miss, we always do what our guests ask." Miss Deng is very stubborn. I wanted jasmine shampoo at first, but now it's obviously mint shampoo. In this way, the more the service staff explained, the angrier Miss Deng became. At this time, the manager of the hair salon came. She patiently listened to Miss Deng's complaints, and then apologetically said to Miss Deng, "Miss, I think you are very professional. You can tell the type of shampoo by your senses. May I make a suggestion? " "Go ahead." Hearing the manager praise him like this, the guest's face seems to have a little luster. "I think as long as you should wash your hair, what do you think of this shampoo? You are very experienced. Should be good at judging the quality of this shampoo? " "Of course." Miss Deng said proudly. "This mint shampoo is just launched by us. Because guests like to be cool in summer, we have introduced this shampoo. Meanwhile, the shampoo for you is jasmine with mint. " The minister explained slowly. Miss Deng felt very angry when she saw that the manager was so reasonable and left a lot of face for herself.
Dealing with difficult customers principle 3, pay attention to skills
Dealing with difficult customers is essentially a clever process. In this process, you should take care of your own interests besides not offending customers. Only by finding a balance between the two can we find a breakthrough. It can only be called success if it is handled well. Dealing with difficult customers is not as tiring as negotiation between countries, but skills are still important in all aspects.
Principle 4 of dealing with difficult customers: give the other side a step.
In the final analysis, people are proud, as the saying goes, "trees fight for a skin." People fought for a sigh of relief. "For difficult customers, we should also consider each other's' face' on the premise of respecting each other. In the specific response process, you should know how to give the other party a step to step down, even if you are sure that the other party is wrong, it is no exception. Don't "belittle" and "be hostile" to customers, which will help solve the problem. In interpersonal communication, why do some people feel "easy to get along with" and others feel "difficult to get along with"? As long as it is clear that in addition to the "interest" dispute between Chu people, there is also a "gas" dispute; The most sensitive questions in interpersonal communication, that is "respect" or "belittle", "respect" or "look down", or "who can do it and who can't", are not difficult to find the answers. In fact, giving each other a step is to show your respect, so that the problem can be solved smoothly in the end.
Principle 5 of dealing with difficult customers: don't irritate customers.
To some extent, a difficult customer is often very sensitive when he shows some misconduct. Of course, we can't deny that some customers are very sensitive because of various internal and external factors. In this sensitive state, the external stimulus will undoubtedly only aggravate its resistance to Sui Xu or trigger its internal resistance, thus making people feel more and more "difficult". Therefore, when dealing with difficult customers, we should try our best to resolve the bad emotions of those who are easily excited, fragile or sensitive, especially not to stimulate them. From the psychological point of view, environmental influence is "stimulus" and human behavior is "reaction". Different stimuli have different responses; Different psychology also has different experiences. Understanding people's psychology often refers to understanding people's thoughts and feelings. For people, the most important thing is the influence of environmental factors. In psychology, the influence from others can also be called "stimulus". Therefore, in the words of psychology, the process of interpersonal communication is the process of giving each other "stimulation" and making "reactions". So, what do we mean by not stimulating guests here? Quite simply, to put it bluntly, it is to avoid bad stimulation. This principle is the same as our starting point for dealing with difficult customers.
Deal with difficult customers principle six, timing.
Timing is of great significance in dealing with problems. Good timing can sometimes add icing on the cake to the therapeutic effect, and sometimes it is even related to the success or failure of problem handling.
Case:
Customer: "Why does the dyed color fade so quickly?" Barber: "There are many reasons for discoloration. The fundamental reason is that the hair scales open, and then the pigment is lost or oxidized. Hair scales will only open when they meet alkaline things or are heated, so when you wash your hair with some alkaline shampoo or overheated water, it is easier to fade. Therefore, we suggest that you use as little alkaline shampoo as possible after dyeing your hair. " When customers raise objections, according to consumer psychology, customers expect service personnel to respect and listen to their own opinions and make satisfactory answers. Therefore, the service personnel should immediately answer the customer's objection, so as not to neglect the customer, causing the customer to lose trust in the service personnel, generating greater dissatisfaction and strengthening their own objections. The complaint should be resolved immediately after it is filed, which can not only promote customer consumption, but also respect customers. This is the most appropriate time to answer most of the objections raised by customers, and it is also an answer that must be made under normal circumstances.
Principle 7 of dealing with difficult customers, mutual tolerance.
There are thousands of customers, and it is inevitable that some customers will make unreasonable demands or show unreasonable behavior. But the problem is that difficult customers are also people, and people may show various weaknesses of human nature at any time. Therefore, we should not be too hard on our customers, but adopt a tolerant and understanding attitude towards them. With such psychological preparation, you won't make a fuss or even feel unbearable at the sight of some bad performances of customers. Of course, there will be some people with low quality and bad intentions among customers, and we must be psychologically prepared for this.
Principle 8: Give customers the necessary understanding and care.
In the management of hair salons, it is inevitable that there will be such customers, who are depressed and preoccupied. In this state, they are lonely and unhappy. Sometimes they will make some demands, which may seem strange and difficult to others, but in some ways. This is the "special" line in the customer's psychological state.
Because. What should I do in the face of such a guest? An important principle of coping is to give each other enough understanding. Modern people's dissatisfaction is not mainly material, but psychological. We know that intimacy, pride and freshness are necessary conditions for a happy life. But modern people (especially those westerners who should be satisfied) generally feel lacking.
Yes, it is these three basic satisfactions. The "hierarchy of needs theory" put forward by psychologist Maslow holds that "life has not only physiological needs and security needs, but also needs of love, respect and self-realization." When talking about the need for love, Maslow said this: "If people who lack vitamins are patients, who can say that people who lack love are not patients?" Of course, Maslow's "love" here does not refer to the love between the sexes in a narrow sense, but to "make the world full of love" in a broad sense. In Maslow's view, if a person can't get love in a broad sense and intimacy between people, he can be said to be a "patient" in the psychological sense. For such a person, we often need to give each other enough care, and enough "love" can alleviate his pain and loneliness and make him summon up the courage to live again. If our guests are like this, we will do the same.
Dealing with difficult customers principle nine, try to meet customer requirements.
In a sense, customers often need to be warmly received by service personnel to meet their psychological needs. Service personnel should serve customers with "dual service", that is, they should have high-quality "functional service" and high-quality "psychological service" to win customer satisfaction. In the increasingly competitive market service, the importance of "psychological service" will be increasingly enhanced. The psychological service needs of customers are often very complicated and diverse, but there is an obvious extraordinary service that is typical. In the face of customers' demands, a basic principle is to satisfy their wishes or demands and impress their hearts with sincere service.
The principle of dealing with difficult customers is to have a global view.
The so-called overall view is to require service personnel to consider the overall interests of the hairdressing shop from the collective interests when dealing with the problems of difficult customers. It is very common for ordinary employees to shirk their responsibilities in front of customers without considering the collective interests and without serious performance of the overall view. This will not only solve the problem, but also destroy the collective image of the enterprise. From this perspective, it is meaningful to emphasize the overall view when dealing with difficult customers.