服务工作是一项与人打交道的工作,因为该工作是要去了解、挖掘客户的需求,最终促成客户的购买。但是随着人们消费心理的日益成熟,市场机制的日益完善,产品市场的日益丰富,市场的天平已经由卖方向买方倾斜。目前,服务工作面临着越来越多的挑战,正确认识和处理客户的不满与抱怨就成了重中之重。本文即从正视客户的不满入手,对客户产生不满的原因以及如何解决客户的不满进行了有益地探索。 Service work is a job dealing with people, because the job is to understand, tap the needs of customers, and ultimately lead to the customer’s purchase. However, as people’s psychology of maturity has matured, the market mechanism has been improved day by day, and the product market has become more and more abundant. The market balance has been tilted by the seller to the buyer. At present, the service work is facing more and more challenges. It is of utmost importance to correctly understand and handle customer dissatisfaction and complaints. This article starts from looking squarely at dissatisfied customers, explores the causes of customer dissatisfaction and how to solve customer dissatisfaction.