What may happen when a clerk has a dispute with a customer? Talk about how public relations staff in shopping malls should treat each other.

When salespeople receive customers, they often cause customer disputes because of improper attitudes. For example, salespeople only care about chatting with themselves, but ignore customers' greetings; Sales staff are indifferent, coping with things or dismissive because customers buy a small amount; When customers are ready to buy goods, salespeople will treat each other warmly. If the customer decides not to buy, the salesperson will immediately keep a straight face and even sneer. Some salespeople will have disputes with customers. These behaviors can easily cause customers' dissatisfaction.

Disputes caused by improper attitude of shop assistants are not as clear as bad goods, and the same hospitality attitude may have different reactions due to different customers; Therefore, dealing with such disputes is more difficult than dealing with disputes caused by bad goods.

After this kind of dispute, the customer will not argue with the salesperson, but complain directly to the manager. In this case, the manager can take two ways to deal with it: first, listen carefully to the customer's complaints, and then apologize to the customer on behalf of the mall, and promise to strengthen the education of the clerk to prevent similar situations from happening again; The second is to apologize to the customer together with the salesperson who caused the accident, so as to obtain the understanding of the customer.

The second method is suitable for very excited customers. Because of this way, the two sides of the dispute will meet again, the customer is likely to accuse the salesperson fiercely again, and the salesperson may also defend himself. In order to avoid another conflict, the manager should talk to the clerk in advance and instruct him to be patient no matter how severely criticized.

The salesman made a mistake in his work.

No matter how the clerk pays attention to the service attitude, occasionally customers will be dissatisfied because of temporary negligence. For example, miscalculated money and overcharged customers; Or introduce the goods to customers inaccurately, so that customers buy the wrong goods; Or the goods brought to customers do not meet the quantity and specifications required by customers, and so on.

When a customer makes such a complaint, the salesperson must sincerely apologize to the customer and bear all the responsibilities, instead of passing the slightest responsibility on to the customer. If the customer thinks he is partly responsible, if he doesn't explicitly ask for it, he will say it himself, so as to make the salesperson feel better. On the other hand, if the salesperson implies that the customer is also responsible, it will only make the situation worse. After apologizing to the customer, the salesperson should ask the customer for advice, or return the goods, or exchange them for a new one, or supplement the overcharged money. As long as the salesperson really has the sincerity to correct his mistakes, he will still win the favor of customers.

After the customer leaves, the clerk should carefully analyze the cause of the mistake and take corresponding measures to ensure that the mistake will not be made again in the future.

③ The customer misunderstood the clerk.

Sometimes the clerk may not be wrong or incompetent, but customers will be dissatisfied because they have some subjective negative attitudes towards the clerk and the services they provide. For example, the customer thinks that the clerk is not patient enough to choose goods for him, even though the clerk has done his best. If this kind of dispute occurs, the salesperson should still apologize to the customer first, and then explain the reason carefully and calmly. But be careful not to make it too clear, so as not to embarrass customers.

Because the purpose of a shop assistant's job is to satisfy customers, no matter whether he makes mistakes or not, he can say to customers like this: "You are right. I'm so sorry, how can I remedy it? " In such an atmosphere

Customer dissatisfaction can be easily solved.

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Disputes caused by using unaccustomed new products and materials. This situation mainly refers to the problems in the use of new clothes and new materials. Due to the increasing number of new fabrics, there are more and more problems in use, washing and preservation. For example, cashmere sweaters popular in recent years are light and warm, but if ordinary washing products are used in washing, cashmere sweaters will shrink and deform, which makes many customers feel quite inconvenient.

In order to avoid such complaints from customers, sales staff should clearly understand the characteristics of these goods and the methods of use, storage and washing in advance, so as to fully introduce the advantages and disadvantages of these goods to customers and the problems that should be paid special attention to when using, storing and washing, so as to avoid causing too many problems. If you can't really understand the characteristics of some new products, you'd better not buy them in shopping malls to avoid problems that are difficult to solve.

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Disputes caused by customers' demand for services exceeding the affordability of shopping malls. Sometimes, the service level required by customers is too high for shopping centers to arrange or provide at all. At this time, if the salesperson simply says "no" without any explanation, it will also cause customer dissatisfaction. In response to this situation, sales staff should first tell customers the limitations of shopping malls truthfully, and then take the initiative to help customers find solutions to the problems. For example, when customers ask for services that are not available in shopping centers, don't say, "No, we don't have such services." Instead, he said, "No problem, although we don't have this kind of business, I know which units can provide this kind of service." Then introduce the address and telephone number of the relevant unit to the customer. If the shopping mall doesn't have these materials, you can tell customers where to find the relevant content. If you do this, customers will leave a good impression on the mall, even though they don't get the service they need.

In short, shopping malls should master two principles when dealing with various customer disputes: first, customers are supreme and always put the interests of customers first; The second is to remedy quickly to ensure that every customer complaint is regarded as a weakness and improvement of the mall.