The 5 Trick Is To Let Customers On Their Nose And Face Quickly Disappear.

It is inevitable that customers will come to complain when they open a shop. A small number of customers are extremely emotional and easy to lose control of their emotions.

The following five methods are based on the general law of psychology, which may help customers quickly push off their nose and face to avoid further developments.

Psychological research shows that people's mood is directly proportional to the height of the body's center of gravity. The higher the center of gravity, the easier it is to feel high.

Therefore, standing communication is often more prone to conflict than sitting communication, and the lower the seat is, the less likely it is to lose temper.

When dealing with customer complaints, if the other party has a high level of emotion, it is useless to put facts into account.

The first thing to do is to ask the opposite party to sit down, lower the center of gravity, and wait for the mood to calm down before communicating.

You can even put a few special short sofa in the place where you receive complaints, and if you sit down, you will feel tired when you get up. Then the customers will lose their temper easily when they lose their center of gravity.

Take initiative and pay attention when listening to each other's confide.

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According to the law of communication psychology, keep your expression, language and actions highly consistent with the content of the other's speaking.

The performance of speculation.

Listening with feedback can give customers a sense of importance, greatly enhance their satisfaction and stabilize their mood.

The general principle of constant feedback in expression and language is that the eyes should be very small, and the mouth must be hum and hang. The body must swing back and forth, look or be surprised or serious, concentrate or nod and smile, and be accompanied by the corresponding language, such as "what?"

Wait.

At the same time, it can also record the content of the other side's record carefully. It seems to be very formal and serious, so that the other side will feel more appreciated and valued.

Of course, these actions only mean "I am listening carefully" and do not agree with each other's views.

In the face of customers, many people meet with deadpan listens. This is the most taboo act. It will make the other party feel a little aggrieved and get angry.

In communication, we can sort out the conversations and thoughts of customers, and then use their own language to feedback to each other.

For example, "to make sure that I understand exactly, I'll confirm with you again.

What you mean just now has seven points. The first point is...

The second point is...

Do you think I understand that? What else do you say? "

Such repetition can give them much attention.

The other party will also concentrate on listening to your repeated words, looking for errors or omissions, so that you can divert your attention and naturally help to reduce the fire.

The frequency of repetition is directly proportional to the level of the customer's emotion. The higher the mood, the higher the frequency of restatement, so as to calm the other party down.

After the three axe is chopped out, if the customer's mood is still not steady, consider asking the other party to change a place to talk.

For example, "it's noisy here. Please come with me, where the sofa is sitting comfortably, I'll make you another cup of tea" and so on.

After arriving at the new site, customers will be able to disperse their energy to discriminate the new venues, and their high spirits will quickly ease.

No matter what the mood of a customer is, the ultimate goal is to solve the problem.

We need to put ourselves in the right place and adjust our mindset. Let him feel that the problem is already being dealt with and it will gradually calm down.

Even if you can't take actions that customers want, customers will be satisfied if they can do the following.

1, prepare the form and fill in the form.

Usually, filling out a form is equivalent to signing the signature and making it very formal, which will make the customer feel that the procedure is very standardized.

It has also been taken seriously.

2, take out the small book you carry with yourself, and record it when the other party speaks.

When the other party is finished, they promise to deal with it seriously and put the pamphlet in their pocket.

These actions tell customers that they have reached the purpose of complaint, help them stabilize their emotions, and provide negotiation environment for minor incidents and minor incidents.

After hearing the customer's complaints, many people simply replied in words: "you can rest assured that we will solve your problems as soon as possible."

Practice has proved that this sentence will make customers more worried.