How do managers deal with disputes between customers and merchants?

First of all, stabilize both sides, don't let the situation become serious, quickly investigate the cause of the dispute, and ensure the interests of the customer.

There is no one method that fits all customer disputes.

But there are means that it is possible.

Listen to what you have to say. Encourage venting.

Neither humble nor arrogant. Familiarize yourself with the job knowledge and your maximum authority.

You ask customers about disputes with merchants, and you belong to a floor management or similar role.

Merchants belong to you but not to your subordinates, but they are the group that brings you sales and needs your care.

Customers are the group that brings you business profits and needs you to maintain.

It's not that hard, and whether it's right or wrong, the merchant must support your solution. Finally, don't impose additional unnecessary penalties on merchants. Many shopping malls have strict requirements for merchants, including factory clearance.

This in itself is a 2-headed maintenance thing.

Many supermarkets are protecting the rights and interests of customers, and at the same time, they forget who makes money for them.

To endure, you must not lose your temper with customers or merchants, which is the most basic requirement for sales. In the event of a complaint or emergency, it is necessary to be flexible, spend a little money to compensate or pay ten pieces a piece to solve the problem, turn the big thing into a small thing, and make money in a small way.

First of all, customer-oriented, because the customer is the company's profit, analyze the focus of the dispute, try to meet the requirements of the customer, but at the same time can not damage the interests of the enterprise and the image of the New Year.

Grasp the interests of both parties and prescribe the right medicine!

Summary. First of all, express apologies to customers and consumers in a timely manner for contradictions, and give each other a sincere attitude regardless of whether it is right or wrong;

Secondly, there is often a reason for the dispute, and it is necessary to carefully figure out whether the contradiction is in the first place, whether it meets the regulations and requirements, so as to clarify the direction;

Then, find out the content of the dispute, the division of responsibilities, whether it is the customer's own problem or the enterprise's problem, and need targeted solutions or solutions;

Then, whether it can be solved or not, we must strive for it for the other party, let the other party see our efforts, and explain the reasons for those that cannot be solved, and put forward relevant suggestions.

How does the operator handle disputes with customers in the store.

1.First of all, express the distribution apology to customers and consumers in a timely manner for the contradictions, and give the other party a sincere attitude regardless of whether it is right or wrong; 2.Secondly, there is often a reason for disputes, and it is necessary to carefully find out whether the contradiction is in line with the regulations and requirements, so as to clarify the direction of selling; 3.

Then, find out the content of the dispute, the division of responsibilities, whether it is the customer's own problem or the enterprise's problem, and need targeted solutions or solutions; 4.Then, whether it can be solved or not, we must strive for it for the other party, so that the other party can see our efforts, and if it cannot be solved, we must explain the reasons and put forward relevant suggestions.

Hope it helps.

Hope it helps.

Customer disputes can be handled in the following manner.

1. Listen to customer complaints in detail. When a customer complains, supermarket staff should first listen carefully to the customer's complaint and let him finish everything he wants to say, which is the most basic attitude. He is likely to be irrational when he complains.

We should understand the emotions of our customers and must not conflict with them.

2. Apologize to the customer and find out why. After listening to the customer's complaint, you should immediately apologize to the customer sincerely to calm the customer's dissatisfaction and judge and analyze the cause of the incident. Some customers are more sensitive, in this case, do not point out his mistakes too directly, but should explain to him tactfully and patiently to obtain the customer's understanding.

3. Propose solutions to problems and act as quickly as possible. After listening to the customer's complaints, apologizing to the customer, and explaining the cause of the problem, it is time to propose a reasonable solution to the problem. When proposing solutions, we will try to meet the customer's request from the customer's point of view.

First of all, we need to stabilize both parties, do not let the situation become serious, and quickly investigate the cause of the dispute to ensure the interests of customers.

How to deal with disputes between merchants and customers is related to the reputation of merchants and the trust of customers in merchants. If it is handled well, the customer still trusts the merchant, the merchant's reputation is intact, and the daily sales are normal; If it is not handled well, customers will have distrust in the merchant and question the credibility of the merchant, which will affect the merchant's sales. All in all, merchants must master two basic principles when dealing with various customer complaints and disputes:

First, the customer is always God, the customer's interests are supreme, and the merchant must always put the customer's interests first; Second, customers come to complain, we should not push back, to take seriously, customer complaints as an opportunity to improve management, from which to find the "shortcomings" in daily retail operations, and to correct. Only in this way can we earn the trust of our customers and improve the sales and business performance of our stores.

Deal with it calmly, reasonably, and responsibly. Safeguard the legitimate rights and interests of customers.