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怎样对付令人头痛的顾客《CEO Refresher》杂志最近公布的一项调查显示,站在第一线的客服人员最感头痛的四种顾客类型有: 1.“我永远是对的”型:这种顾客最在乎的并不是问题能否获得解决,他们只想证明自己是对的,你公司或客服人员是错的。 2.“我有话要说”型:这种顾客最想要的是能够充分表达自己的想法,因此会紧紧抓住客服人员唠叨不停。 3.“先办我的事”型:这种顾客希望客服人员能够立刻停下手边所有的工作,优先处理他的事情,只要目标没有达到,他们会不断以各种方法催促。 4.“叫你们经理出来”型:这种顾客轻视客服人员,希望透过和主管谈话的方法,对客服人员施压,以达到他们的要求。
How to deal with troublesome customers A recent survey released by CEO Refresher magazine found that the four types of customers most at the forefront of customer service are: 1. “I am always right” type: this It is not the problem that matters most to customers. They just want to prove that they are right, and your company or customer service staff is wrong. 2. “I have something to say” type: This kind of customers most want to be able to fully express their ideas, it will clutching the customer service staff nagging. 3. “Do my thing first” type: This customer wants customer service staff can immediately stop all the work at hand, giving priority to his affairs, as long as the goal has not been achieved, they will continue to be urged in various ways. 4. “Call your manager out” type: This customer despises the customer service staff, hoping to put pressure on the customer service staff to meet their requirements by talking to the supervisor.