在服务客户的过程中,难免有让人不快的时候。这时要控制好自己的情绪,在心中提醒自己保持克制和冷静。对客户做解释时不要流露出心急、不满的语调。尤其是对带着情绪而来的客户,更要掌握好说话的语气和分寸,若是语气生硬,无疑是火上浇油。与客户交流时,要耐心一点,温婉一点,为客户留下冷却情绪的时间和空间。 In the process of serving customers, inevitably unpleasant time. At this time to control their own emotions, remind myself in the mind to maintain restraint and calm. Explain to the customer do not show hurry, dissatisfaction tone. Especially for customers with emotions, but also have to master the tone and sense of proportion, if the tone is blunt, it is undoubtedly fueling. When communicating with customers, be patient and gentle, leaving time and space for your customers to cool down.