顾客抱怨的灵活处理！罗雅霖老师店长培训支招
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">顾客抱怨的灵活处理</SPAN><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">！</SPAN></B><?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:PersonName w:st="on" ProductID="罗雅霖"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">罗雅霖</SPAN></B></st1:PersonName><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'; mso-ascii-font-family: 'Times New Roman'">老师店长培训支招</SPAN></B><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">一般来说，顾客抱怨的来源主要有两个，即商品与服务。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">员工不应该与顾客发生口角，否则不论情节轻重或是非曲直，应予以惩罚。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">发生顾客抱怨的情况时，应认真分析顾客抱怨的原因，店员应根据不同的情况采取不同的应对措施：<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">当顾客抱怨价格有误时，店员必须对商品的价格进行核对确认，并耐心向顾客说明，如果顾客还有疑问，店员应马上报告店长，而不能擅自让顾客离开。这时候，店员应以诚恳的态度对顾客说：</SPAN><SPAN lang=EN-US style="COLOR: black; mso-ascii-font-family: 宋体"><FONT face="Times New Roman">“</FONT></SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">实在抱歉，我请店长来为您处理，请稍等。</SPAN><FONT face="Times New Roman"><SPAN lang=EN-US style="COLOR: black; mso-ascii-font-family: 宋体">”</SPAN><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'"><o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">当顾客抱怨等待的时间太久时，店员必须向顾客致歉，此时，店长应指派其他人员来协助。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-hansi-font-family: 'Times New Roman'">另外，还有一些情况会引起顾客的抱怨，店长也对此做出具体的规定。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
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