Yihao Classroom
The customer is causing trouble; what should we do?
Handling customer complaints is a crucial skill for bakers. Regardless of right or wrong, the first step is to appease the customer, calming their emotions, regardless of who is at fault.
Once both parties have calmed down, we can proceed as follows:
1. Categorization
Complaining customers generally fall into three categories: genuinely angry, feigning anger, and seeking redress.
2. Responding Strategically
First, take the customer to a location away from the main area of the store. Isolate the complainant from other customers. Otherwise, a slight misstep by the staff could increase the complainant's anger, as the presence of other customers might embolden them, leading to more extreme behavior.
Second, stabilize their emotions. The next step is to get the customer to sit down. Standing makes people more agitated and angry, but sitting down naturally reduces anger by half. This helps stabilize the customer's emotions and facilitates negotiation.
Third, offer the customer a drink of water or a cigarette.
If you've followed the above three steps correctly, the customer's anger level will decrease by 80%, because "emotions can affect behavior, and behavior can in turn affect emotions." You can then communicate in a relatively better atmosphere. This will significantly increase the success rate of resolving the complaint.
The first person to receive the complaint should be a salesperson or supervisor. This person's role is not to solve the problem, but to: Complete the above three steps while understanding and confirming the customer's issue, discerning the truth, showing a willingness to help, stabilizing their emotions. For solutions proposed by the complainant, decline to give a definite answer due to insufficient authority. Finally, after ascertaining the situation, report the decision-making power and information to the store manager.
The second person to handle the complaint should be the store manager. In cases where the customer's interests have been genuinely harmed, the store manager can usually provide a definite solution. For unusual complaints, consult with superiors or have a leader handle it directly.
Shanghai Baking Exhibition
Booth No.: E1 Hall 1B 88 No.
Shanghai New International Expo Centre
Address: Longyang Road, Pudong District, Shanghai ( 2345 )
Category: A Tip
Keywords for this information:
Latest developments
WeChat Public Number
Shandong Yihao Food Co., Ltd
Telephone:86-531-86933666
Fax:86-531-86937666
Mailbox:yihaoyouzhi@163.com
Website:www.yihaoyouzhi.com
Address: Daqiao Economic Development Zone, Tianqiao District, Jinan City (Yihao Food Industrial Park)