On this day, a customer came, a middle-aged woman in her forties and fifties. Carrying a large bag and a small wrap, he sat in front of the counter and provided customers with a rest bar chair to sit on when they were tired of selecting goods.

When you enter the door, you start yelling, and you don't seem to be good. The mobile phone that has been used for two months says that it consumes a lot of power and has to be charged for the old time, and asks for a return.

There are generally three reasons for the high power consumption of mobile phones: one is that the mobile phone is used frequently, and the mobile phone is always on the screen, of course, it consumes electricity, but it is not a quality problem.

One is that the battery is faulty, and it is good to replace the battery. During the warranty period, the manufacturer is responsible for giving free replacement.

After the warranty period, customers can buy a commercial battery for dozens of dollars. One is that the head is faulty and consumes a lot of power, so it is returned to the factory for maintenance, and it can continue to be used normally after repair.

The normal reception process is that the employee takes the customer to the store or the customer waits in the store, and the employee goes to the local after-sales department set up by the manufacturer for testing, and then sets the next step after the preliminary test results come out.

The customer refused to be tested, and the machine and man did not go anywhere. I don't recognize that it broke down just two months after I bought it.

As for the depreciation of the mobile phone in 200 days, it is impossible to mention it. Confidently ask for it to be solved wherever you buy it.

The employee didn't listen to any explanation, thinking that he was cheating her. Keep tapping your hand on the surface of the display glass counter of the mobile phone.

The staff kindly reminded that the glass counter was only glued together, and the glass was fragile, so don't break it and hurt your hands.

Only then did the customer give up the vigorous slap. But she put the big bag and small bag she brought with her on the counter to cover the model of the phone that was placed on the counter.

The meaning is very obvious, I don't recognize your plan, and don't want to sell goods if you don't solve this counter.

Employees are all based on salary plus performance, especially for mobile phones, which are business categories with large sales, and the basic salary is even lower.

Employees are not living on mixed basic salary, and they are eliminated by the last position of the manufacturer after a month of poor performance.

Sister Yu, the director who was patrolling the store, heard the movement and observed it for a while. After the stall manager found her to report, he came over as soon as possible to help solve it.

We have a three-level customer complaint handling system: employee - department - store. The main purpose is to cushion the customer's emotions.

In order to better solve customer complaints, our department generally automatically adds a level: employee-director-department-store.

At the department level, the director of the other sales area acts as the department leader to communicate and coordinate, and comes forward to give another concession.

Sometimes, when there are few people, I also come forward directly. But most of the time, I am looking for the manufacturer to coordinate the solution behind my back, break the manufacturer and crumple it, put the facts and reason to talk about feelings, both soft and hard, and urge the manager or boss of the manufacturer's office to make big concessions.

Some difficult customers complain that the authority of the manufacturer's business manager is indeed insufficient to meet the psychological needs of customers. Keeping looking for them can only further intensify the contradictions and not solve the problem.

At this time, the business manager is the speaker of the manufacturer's attitude and position to the customer and the national three-guarantee law.

But sometimes what businesses sell is service, and good service is to meet the psychological expectations of customers. Our director will play the role of the customer's mother's family, softly ask the manufacturer's business manager to help solve the problem, give policy tilt, and act as a personal friend.

It invisibly eased the tense atmosphere. Everyone chatted calmly, and sometimes the problem was solved.

If it doesn't work, I will avoid customers and go elsewhere to call the big leaders of the manufacturer. Everything is for sales, I occasionally come forward to intercede, and manufacturers generally understand, after all, they are all sales.

I often walk by the river, where can I not get my shoes wet, and what kind of customers can't meet them.