How to deal with unreasonable customers? How to deal with unreasonable customers

It depends on the situation and comes up with some tips, as you said: the machine has already been booked, but other customers have to use the Internet on this machine! --

1.We can paste or place an obvious slogan in front of the fixed machine display to indicate that it has been decided, (our Internet café is to paste the paper printed with the word "decided" on the monitor screen) Most people will not be unreasonable to force the occupancy.

2.If 1 is invalid, you can replace the word "set" with "hang-up" and turn on the computer. Pretend to hang up, so that even unreasonable people generally won't force the machine to be occupied.

The disadvantage is that the electricity is better, but for those old customers who often take care of us, this is still worth the effort. At the same time, it can also win long-term customers).

3.If that doesn't work, choose one of the following two methods:1

You can unplug the computer keyboard or mouse when the machine person comes to install it. 2.Set the password of the computer temporarily, only the main station and the subscriber can unlock it, and explain in detail that "this machine has been determined, and the non-owner cannot turn it on" (but this undoubtedly increases our workload, so it is not recommended as a last resort).

4.If there is still a troublemaker, ask the security guard to politely ask him to leave the Internet café or call 110.

Confiscate their "**" with a smile, and enhance your language skills on the premise that you are reasonable.

1. Don't force yourself back.

When encountering unreasonable customers, we should try our best to restrain our temper, uphold the principle of "customers are God", and do our best to serve them.

Maybe I'm already angry in my heart, but my face is still amiable, and I think a waiter who can do this level should be the elite of waiters.

If we can't take it for a while, we may make the customer extremely angry, and Sui will complain about us, making things worse.

2. Request leadership support.

When we encounter problems that we can't handle, we don't always put ourselves in the "line of fire", don't forget that we still have bosses and colleagues.

At such times, in addition to trying to restrain your emotions, you should also seek help from your leaders and colleagues in a timely manner and ask for their support.

I think that with the efforts of everyone, we can also help us smoothly resolve this contradiction and conflict.

Based on the above description, it seems that as a service staff, when you conflict with unreasonable customers, don't deal with it in a hard air sedan chair. We should find a way to solve the problem perfectly, through other ways.

Since we are engaged in the service industry, then you must (I say must) accept the de facto unequal relationship between you and the customer, although the customer is not God, but without the customer, your boss will not be able to pay you a salary, so to a certain extent, the customer is indeed your food and clothing parents (you see Guo Degang.

Every time you perform, you have to say hello to his parents, although you know that it is a show, but as an audience member can still feel that you are respected), show due respect to them, and even endure the unreasonable troubles of some customers This is the basic quality of a service industry practitioner, if you don't adjust this mentality, you will never be happy in this industry.

Secondly, when I encounter this kind of person who yells and makes trouble in public, my approach is not to argue with him at all, I have what you want, I have it, if you don't have it, I can't help you, I can't help you.

If I can't help the customer to cause him inconvenience, then I will apologize, even if the reason is not me, the guest is still troublesome, I can only apologize and apologize, anyway, I can't solve it and my boss to solve it, although my heart is already 10,000 grass and mud horses galloping by, but I will not let the guest feel in words and expressions that I have greeted his ancestors 10,000 times in my heart, the reason is still what I said in the previous paragraph, this is a professionalism.

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I think you need to control your emotions first, and it's best not to let your emotions be influenced by customers.

As a person in the service industry, our waiters do encounter various emotional problems, especially when customers are messing around, and some customers will even abuse the waiters for no reason because of personal problems. This kind of behavior is very unqualified, but it is better for the waiter not to be with such customers in general, and the waiter needs to adjust his mentality as much as possible and solve the hail problem in a rational way.

Waiters first need to control their emotions.

Because the waiter himself is working, no matter how the customer treats him, the waiter first needs to have a certain degree of professionalism. Even if the wrong party is not their own, the waiter needs to control their emotions as much as possible and never hurt themselves because of the actions of others. As a waiter, if the waiter and the customer are abusive to each other, even if the waiter himself is not in trouble, this behavior will make the waiter feel bad.

Waiters can ask for help from the leaders around them.

When the customer insults the waiter for no reason, the waiter can take the initiative to seek help from the leader around him and report the situation to the leader. For the leader, because the leader has seen this kind of occasion many times, the leader will use the right way to resolve the relevant disputes, and the waiter's behavior will not have such an impact on the business of the entire restaurant.

It is not necessary for the waiter to give the customer general knowledge.

To some extent, all walks of life will have their own difficulties, and we will also encounter those who deliberately make things difficult for us in the process of work. When we meet such people, we need to try not to let the behavior of these people affect our mood, and there is no need to be like such people. When others behave in a low-quality manner, if we reply to them in a high-quality way, they will naturally know how hateful their behavior is.

Method 1: Inform customers directly of their difficulties;

When the customer makes unreasonable demands, if you just blindly cater to the customer, the customer will become more and more serious, and their situation will be very passive, and eventually lose the order because they can't negotiate it. In this case, we should directly inform the customer that if he accepts his request, the company will punish itself to win the customer's sympathy;

Method 2: Play the role of red and black face;

When negotiating with customers, it is often a combination of one or two salesmen to sell, one pretends to be a bad guy with a black face, and the other is a good guy with a red face, when the bad guy is mainly for the sake of the company's interests, you can test the bottom line in the customer's heart, and when the good guy is mainly to be able to stabilize the customer, under this combination of soft and hard, the customer will also change his original idea and finally make concessions;

Method 3: Use superior leaders as "shields".

In response to the customer's unreasonable requirements, when you can't do it, you can directly tell the customer: "the superior leader does not agree" and "the company's policy does not allow", through such an excuse, show that you have done your best, not unwilling not to give customers discounts, hoping to get the customer's understanding;

Method 4: Tell customers what the relationship will be;

It is precisely because of the unreasonable demands made by the customer that a series of problems will arise, and the customer should clearly know that the choice of certain conditions will damage his interests in some aspects;

Method 5: Unreasonable requirements due to customer emotional problems;

Sometimes customers make some unreasonable demands because of emotional problems, and the customer is in a bad mood at this time, so they can only appease the customer's emotions first, and then sell the product after calming down the customer's emotions and easing the atmosphere;

Method 6: Even if you make a concession, you have to exchange for a reciprocal concession from the customer;

Some customers have been insisting that we agree to their requests, and at this time, we must not force ourselves with the customer, but use a way to solve the current dilemma. For example, if the customer asks us to make concessions, then we also have to make it clear to the customer, if we make a certain degree of concession, the customer also needs to make concessions, let the customer know that all concessions are not easy, and they also bear the risk;

Method 7: Don't easily offend big customers;

In this case, we must not easily offend the customer, and then explain the situation to the customer, it is best to cite some authentic cases, so that the customer also feels that the use of the product will benefit from which aspect;

If the customer takes the initiative to find you first, then you can confidently explain your company's rules and regulations to him! And it's not up to you to say the cost.

If it is a customer you are actively looking for, you should first explain the reason to the customer, if it is a fee after the transaction is completed, then the customer must make a certain guarantee, and if it doesn't work, it will be pushed away!!

This is impossible, there is such a requirement, you can explain it to the customer, this kind of requirement is precedented, I have done so many years of business, I have never heard such a requirement, the customer first asks about the cost, and then you trade, if the explanation does not make sense, this kind of customer does not want it.