How to control your emotions when talking with customers?

Fortunately, we still have a compromise, which is telephone communication. However, although the communication on the phone is separated by the usual telephone line and space distance, it is difficult to hide our true nature. What should I say on the phone to maximize cooperation with the other party? This is the question that experts will tell us today, how to manage their emotions on the phone. In our daily life, many times, we will be controlled by emotions intentionally or unintentionally. It can not only make people refreshed, full of passion, quick thinking and more motivated, but also make people depressed, frustrated, blocked and passive. Psychologists divide human emotions into two categories: positive emotions and negative emotions. Positive emotions have a positive effect on people, while negative emotions have a negative effect on people. For positive emotions, we should develop as much as possible, and for negative emotions, we should strictly control them. At present, Cheng Ju is actually a telephone call center, especially the sales department, where people gather. Every day, thousands of outgoing and incoming calls are dealing with different customers. Receiving so many phone calls and making so many phone calls every day will naturally lead to more negative emotions, such as difficult customers, customers who break their promises, pressure of performance, displeasure of superiors, misunderstanding of colleagues and so on. Therefore, how to manage your emotions is very important for learning consultants and customer service personnel. Be the master of emotions (1) to control anger. When you encounter angry things, first think about whether it is reasonable to be angry, then think about the consequences after being angry, and then think about whether there are other ways to replace being angry. With this idea, you can become calm and emotionally stable. (2) pleasure. There are three specific ways to increase positive emotions: one is to make more friends and have fun in group communication; Second, set more small goals, which are easy to achieve and can bring pleasant satisfaction every time; Third, learning dialectical thinking can make people calmly deal with setbacks and failures. Always remind yourself that not all customers are reasonable, if so, the world will become dull. (3) Help others. Doing more good deeds can not only bring happiness to others, but also make yourself feel at ease, calm and have a better sense of security. (4) venting. When you encounter unpleasant things, you can vent your unpleasant feelings by doing sports, reading novels, listening to music, watching movies and chatting with friends, or you can cry. Take inviting customers as an example. Customers agreed to attend the seminar, but they didn't come in the end, which made them very depressed. If we call our customers at this time to express our dissatisfaction and say that they are not trustworthy, the result may let our emotions vent, but the result may make customers never attend the seminar again, then all previous efforts will be in vain, but this result is not what we hope. If we change our thinking mode and take different actions, it may be an emergency. As the boss of the company, there may be unexpected things that need to be solved in time every day. Maybe the customer really doesn't know us very well. Of course, it is also a good idea to send a message to remind him in good faith. (6) relax. When you are in a bad mood, you can relax your whole body step by step and from top to bottom, or you can relax yourself through self-hypnosis and self-massage. Then smile and imagine the happy situation you have experienced, so as to eliminate bad emotions. A glass of water, a phone call to a good friend and a joke are all good ways.