生意场中,店家或厂家最感头痛的恐怕就是商品或产品被人投诉。面对这一尴尬的局面,上策是忍气吞声,赔偿或调换;下策是与客户对唱花脸。但不论怎样,都损害了自己店(厂)的声誉。最理想、最值得推崇的原则应是:诚恳灵活,化被动为主动,“诚恳”指态度而言。人家投诉是因为花了 Business in the field, the store or factory most likely to feel the headache is the product or product was complaints. In the face of this embarrassing situation, the best policy is swallowing, compensation or exchange; the next best thing is to sing with customers face. But no matter what, have undermined their own shop (factory) reputation. The most ideal and most respected principles should be: Sincere and flexible, from passive to active, “sincerely” refers to the attitude. People complained because it took