顾客因投诉得不到妥善解决采取吵闹、堵门、打架群殴、长时间向媒体投诉等非理性过激行为。本文在冲突双方当事人心理剖析的基础上,分析引发投诉过激事件的主要原因有商家投诉管理不到位、顾客缺乏专业知识产生误解和顾客为了经济利益无理取闹,并提出了应对策略。 The customer has not been properly resolved due to complaints, such as arguing, blocking doors, fighting with groups, and complaining to the media for a long time. Based on the psychological analysis of the parties involved in the conflict, this article analyzes that the main causes of complaint overdue events are inadequate management of complaints by merchants, misunderstandings of lack of professional knowledge by customers, and unreasonable mischiefs of customers for economic benefits, and proposes countermeasures.